Ntlworld email not working

[Eleanorpaton]

Hi

Posting on behalf of my Dad who has been unable to access his Ntlworld account for some time now. Emails can be sent from it it seems but not receiving emails and also email history missing so no recent ones showing in inbox. Asking him to verify password for server on log in? Please advise how to resolve. 

[Steven_L]

Hey Eleanorpaton,

Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that your Dad is having with their email account, is your dad still an active customer with us and if so is he able to login to his online account using the same details?

Kind Regards,

Steven_L

[Eleanorpaton]

Hi there
He wasn’t able to log in online it said they didn’t recognise his name? Is there a phone number he could use? 
thanks

[jem101]

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@Eleanorpaton wrote:

Hi there
He wasn’t able to log in online it said they didn’t recognise his name? Is there a phone number he could use? 
thanks

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That message is a little concerning as it suggests that the email account and mailbox may have been disabled in preparation for deleting. As above, is your Dad a current VM broadband customer?

If not then the help that the forum team can provide will be very limited.

[Eleanorpaton]

Hi

yes he is a customer but when we tried to log in on the website it didn’t recognise his surname it said. I think he has tv, mobile and internet all with virgin. Is there a phone number he can call?

thanks

Eleanor

[Graham_A]

The numbers to ring are 150 free from a VM mobile or landline, or 0345 454 1111 from any other phone (chargeable as standard UK landline phone no.).

[Eleanorpaton]

Thanks is that the one you would call for this issue?

[Graham_A]

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@Eleanorpaton wrote:

Thanks is that the one you would call for this issue?

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Yes, that is the number for support.

 select the option for technical issues> email

[Steven_L]

Thanks for coming back to us Eleanorpaton, has your Dad been able to speak to the team since your post yesterday?

Kind Regards,

Steven_L

[Eleanorpaton]

Think he was on hold so long he gave up to be honest so think he will be trying again today.