on 30-05-2022 21:01
Hi
I have tried setting up my ntlworld account on a new device but have been unable to do so as I am unable to remember the password. I have been unable to reset this.
Can anyone help please?
Thanks
on 30-05-2022 21:25
@JQ7 wrote:Hi
I have tried setting up my ntlworld account on a new device but have been unable to do so as I am unable to remember the password. I have been unable to reset this.
Can anyone help please?
Thanks
What is stopping you from setting a new password? Provided that the email address concerned is part of your current VM broadband account you should be able to reset the password through your primary My Virgin Media account.
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Please read the FAQs
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on 31-05-2022 06:57
on 01-06-2022 08:39
Hey JQ7, thank you for reaching out and a warm welcome to our community. I am sorry to see you can't change your password.
Please can you let me know what happens when you try and change it?
How did you know you should be able to change your password here
Could you also let me know what error it is giving you when you are trying?
I would also try changing it on a different device / browser. Thanks
Matt - Forum Team
New around here?
on 01-06-2022 21:00
Hi Matt
I have tried on different devices but I can’t get past the page with the security question even though I know that. It just won’t let me continue.
I hope this makes sense.
Thanks
01-06-2022 23:39 - edited 01-06-2022 23:40
you say you have been using the email account for years do you still have an active broadband account with virgin? If not will most likely have been close and removed they are only supposed to stay open for 90 days after you leave however it does not always get removed exactly after the 90 days
on 02-06-2022 06:59
Yes Virgin is still my broadband provider and the account is still active on the device I am currently using. I just need to get my password to set it up on a new device.
on 03-06-2022 09:41
Thanks for coming back to us @JQ7, check the purple envelope in the top right hand corner for a private message from me, and I'll be on hand to assist you with this issue, once data protection has been passed.
Kindest regards,
David_Bn