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Ntlworld email disappeared

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Ntlworld email has just disappeared

all my sign ins are connected to this email so can’t log the issue , pay an outstanding balance on my O2 account or find any numbers or people to call.

Does anyone know how to get email reconnected or where to go to.

I like others have been customer for over 20 years , but can honestly say since the merger mobile service is worse than ever  


Very Insightful Person
Very Insightful Person

@Quiz1966 wrote:

Ntlworld email has just disappeared

 can’t log the issue , pay an outstanding balance on my O2 account

been customer for over 20 years 

Just to clarify, do you still have a Virgin Media broadband account?

I only ask that because, although VM and 02 have merged, you still have to be a VM broadband customer to be entitled to use a VM email account.

VM's broadband terms and conditions have always said that all email account linked to a VM broadband account would be deleted 90 days after the BB account was closed.

In reality they often left those email accounts open for years. However, VM stopped issuing new email accounts a couple of years ago they now seem to have been more active in closing VM email accounts that are no longer linked to a live broadband account.


I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media.

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Forum Team
Forum Team

Hi @Quiz1966 Thanks for reaching out to us on the Virgin Media forums, 👋🏼

I'm sorry to hear about the issues with the email you are having. 😢
May I ask how you are accessing email?

Are you accessing them through an app such as Outlook or via the webmail?

Let us know. 🧾

Kind regards,

Forum Team

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I had an issue on Friday where all my emails disappeared on my ntlworld account.  When I opened either the Inbox, Set Items or Trash, they showed the contents which about 2 seconds later completely disappeared.  They were gone from my phone on Outlook too.

I could send emails but didn't appear to be able to receive any.

I contacted Virgin who led me to the "email rules" which is found under "settings" (the little cog wheel top right), "email", "filter rules".  There I found that two "rules" had ben added which forwarded all my emails, past and incoming, to a different email address and deleted them from my account.  It seems my account had been hacked and these rules added.

Once I changed all my Virgin and ntlworld passwords and deleted the "rules" all is fine going forward so far.  Sadly there seems no way to retrieve the lost emails.

Fortunately I have a habit of creating folders within the Inbox for things like gas, electricity, holidays, insurance, receipts, orders etc., anything I think is important, and moving relevant emails into the appropriate folder.  Those emails appear to have survived the hack.

Hope that helps.

Thank you for updating us @Robbie247 and I am so sorry that you have lost some emails. 

To clarify, is this email attached to a current and active broadband account with us? If not it would be worth sending any important emails across to a third party email as we do delete email accounts that are no longer attached to current broadband accounts after 90 days. 

Are you now able to access everything OK or do you still need some help?