Ntlworld additional email not accessible

[Damien_1960_15]

For the last two days my wif'es additional email account under Ntlworld has not been letting her login saying the password or username is incorrect. Every time we try and use the reset password setting we either get error code API03 or if we use the option of "no access to email" and it comes up with date of birth and security question and we enter the right details it just refreshes the screen and no further like again as if the error code API03 has happened but it doesn't show it. Before anyone suggests we remove cache or cookies etc and try again we have tried this on many different devices some that have not been used to access this email from in the past so that solution won't suffiuce here. I'm getting the impression that Virgin Media's password reset system is failing miserably at this time so how can we get someone from Virgin to sort this without having to sit on a phone for hours in a queue costing me money?

Thanks

[coenoby]

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@Damien_1960_15 wrote:

how can we get someone from Virgin to sort this without having to sit on a phone for hours in a queue costing me money?

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If you have a Virgin Media broadband account it will not cost you anything. Just dial 150 from your VM landline or VM mobile and the call is completely free.

If you no longer have a VM broadband account then you may be getting those errors because VM are in the process of closing down that email account.

In theory,  once a VM broadband contract is closed  VM only allow any associated email accounts to be used for 90 days. However, in reality they often remain open for years before VM get round to deleting them - and VM never give any warning before they do that.

Hopefully you are still paying VM customers. If you don't want to waste time on the phone, one of the Forum Team (VM employees who support this forum) will pick up this thread in the next day or so. They will contact you via the forum and and can get this investigated for you. Sadly. if you are no longer paying customers they will be limited in the support they can provide.

Coenoby

[Damien_1960_15]

Hi Coenoby

Thanks for the update and yes I do have a VM account in fact I have the whole package although recent upgrade means I'm now on a O2 mobile not VM so can't use 150 from that. Yes I could use 150 from my house phone but when you have a DECT cordless phone it quite often runs out of battery quickly if I'm sitting there waiting in the inevitable queue you get from Customer Service anywhere these days (using the Pandemic as an excuse still for poor Customer Service is ridiculous). So my only option would be to use another mobile where I would have to use the chargeable number and that to me is extremely poor service making your customers pay to resolve a fault that has nothing at all to do with them.

I've worked in a high level technical support role in Telecomms, Datacomms and Computing for over 40 years and service like this from a company wouldn't be acceptable for businesses but these companies think they can treat Joe Bloggs like they don't matter. I would happily sort this problem out and reset my wife's email password like we supposedly can as a account holder but even that self service option is down.What are we supposed to do but wait now as you say for some Forum team member to assist. It shouldn't be their job to do waht first line customer support in VM should be doing.

Rant over and apologies for that as its not directed at you.

[Molly_T]

Hi Damien, welcome to the community! Thank you for posting. 

So sorry to hear of these issues accessing your wife's email account, and your experience trying to get this resolved!

I will send you a PM to try and reset the email from our side - we will also need to clear account security with you first. 

Hopefully this resolves the issue for you, if not we may need a screenshot of the API03 error to raise a ticket with IT. 

I would be interested to know if you also tried updating the primary account password ahead of the secondary email (your wife's email) password, just to see if this fixed things!

We can return to this thread with an update as soon as possible - you will find my PM in the top right corner of the page in your Inbox. 

All the best! 

[Kain_W]

Hi Damien_1960_15,

Molly is currently out of office so I've assigned this to myself to pick up.

You'll find a PM off me within the purple envelope icon.

Cheers,

[Kain_W]

Thanks for your cooperation over PM Damien_1960_15,

That should now be resolved for you, if you do have anymore queries then be sure to pop back up again and we'll advise further.

Take care,

[Damien_1960_15]

Hi Kain

No problem and thanks again for resetting the password. Hopefully the issue with us being able to do this through self help will get resolved soon.

Damien

[Damien_1960_15]

Hi Kain

Sorry to bother you again but my wife's email is again not accessible and last time as a precaution we were forwarding all her emails onto another email but this seems to have stopped too towards the end of August. Can you please tell me why we can't get to her email account again. We have been able to do a password change this time but that still has not allowed access.

Thanks

[Akua_A]

Hi @Damien_1960_15,

Sorry to hear this issue has occurred again. To best help, I have sent you a private message. Please look out for the purple envelope and provide a response when you can.

Thanks,

[Akua_A]

Glad to hear the issue has been resolved @Damien_1960_15.

Please continue to monitor the mailbox and let us know if you need any further help.

Thanks,