Showing results for 
Search instead for 
Did you mean: 

Ntlworld locked out. Not a current virgin customer

Joining in

I have recently been locked out of my NTLWorld email. I cannot access my email even to change the password.

I was a virgin customer over 2 years ago but am not anymore.

I need access to my emails for banking/mortgages/life etc.


please can  someone help


Very Insightful Person
Very Insightful Person

@Incey182  Sorry to be the bearer of bad news but you have actually answered the question in your post title.  You are no longer a VM customer yet you want to continue using one part of the package that you no longer have.

The email account should have closed 90 days after the broadband account was closed as detailed in the help pages about leaving VM and the T&Cs.

You will need to set up a new email address with an email supplier such as MS Outlook or Gmail and change all your account links to the new address.

The VM Forum Team staff should reach this thread tomorrow but are unlikely to be able to offer any way of regaining access to the orphaned email address.


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
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Hello Incey182.

Thanks for your first post and welcome to our community. Sorry its not on better terms though with you losing access to your email account.

I'm sorry from what @Graham_A has already advised the email account is no longer accessible.

From time to time some email accounts remain active when they should have been closed 90 days after a customer leaves us. We then run a sweep to check on active email accounts linked to closed services, any found are locked.

Sadly we would not be able to access this again now. We can however make sure it's deleted completely to stop it having any chance of getting hacked.

Can you let me know if you wish to go ahead with this?