Virgin Media Community

[CharlotteDaly]

My ntlworld email suddenly stopped working on my phone saying the password needed to be re entered. I cannot seem to put in the correct password - it just isn’t accepting it and there is no way to reset password. Emails are not working on my phone or my laptop. 

Please could someone help me as I can’t load any of my emails! Having to use another email address but i really need to get back to access my old one. 

[Graham_A]

@CharlotteDaly If the email address concerned is linked to your current VM broadband account then the password reset process is as follows:

Each email address now has its own My VM account

Secondary accounts changes now have to be made via the My Virgin Media account for the secondary email.

Sign into the account here: https://www.virginmedia.com/my-virgin-media using the email address concerned and the current password. Once logged in click on Account Settings then Account details. You should now see the options to change password etc.

If that isn't available try https://www.virginmedia.com/my-virgin-media/forgotten-details/password

If no security answers have been set for the email address concerned then you will need to call in for support and select technical issues> email

[CharlotteDaly]

Thanks for your reply

sadly it’s not linked to a Virgin account and hasn’t been for 10+ years. I have just been using it for my email still. 
If anyone has any contact details for technical support help I would be very grateful. 

thank you 

[Graham_A]

@CharlotteDaly  Continued use of the email address requires it to be linked to an active VM broadband account as per the Terms and Conditions.

It may be that your email account has finally been deleted by VM somewhat later than the 90 days after leaving that should have happened.  You can read more about that here:

https://community.virginmedia.com/t5/Email/Orphan-Email-accounts/td-p/3492073/jump-to/first-unread-m...

The VM Forum Team staff should be able to confirm the exact status of the email account when they reach this thread in due course.

[Chris_W1]

Hi CharlotteDaly, thanks for the message and welcome to the forums. 

I am sorry to hear that you are having issues with the email address, can you confirm if it is showi...

Please let us know how it goes?

Kind regards, Chris.