Virgin Media Community

[Nicoco]

Hello

I am unable to access my NTL world email account which has been working fine on my phone but no saying no password.

I cannot reset the password on Virgin Media as it is not recognising the email address.

We still have broadband at this address but is now in my husbands name as he set up a new account where it used to be in mine. Could this cause a problem?

Any help or advice would be appreciated.

Thank you 

[Graham_A]

@Nicoco  Yes, it could well be the cause of the problem.  Unless the email addresses associated with the previous account were moved to the new account they will now be considered orphaned and subject to deletion 90 days after the old account closed.

The VM Forum Team staff should be able to check whether anything can be done at this stage.  They will respond here in due course.

[Ayisha_B]

Hi @Nicoco 👋

A warm welcome to our Community Forums and thanks for your post. 

I am sorry to hear you're having some issues accessing your NTL email account. 

As Graham mentioned, if the mailbox is not tied to an active broadband account, it may be the case it has been deleted. This usually happens after 90 days after the account closed but do slip through the net. 

I'll pop you a PM now to confirm some details and then we can check the status of the mailbox. 

Speak soon 😊

[Nicoco]

Is anyone able to help further 

[Nicoco]

Hello

I am unable to access my NTL world email account which has been working fine on my phone but no saying no password.

I cannot reset the password on Virgin Media as it is not recognising the email address.

We still have broadband at this address but is now in my husbands name as he set up a new account where it used to be in mine. 

I believe the email is closed as the broadband not in my name. Is there anyway if restoring access even for a short period to allow me to access the email ?

Thank you