Virgin Media Community

[Kateylady]

Hi,

Im hoping you can help?

My ntlworld email account is not working and says my password is incorrect, but I can’t reset it as we haven’t had an active Virgin media account in over 8 years! I haven’t received any emails saying my account is being deactivated but I don’t know how I can reset my password to be able to access my account?

My email is [REMOVED]

Thanks in advance for your help!

[MOD EDIT: Personal and private information has been removed from this post.]
Kate 

[newapollo]

Hi Kate,

You need to edit your post and remove your email address.

It's for your own safety, you don't want a web crawler to potentially pick up  the address and start spamming you.

The forum has a one hour time limit to allow editing posts.

Email accounts are normally deactivated 6 months after leaving VM.

[Kateylady]

How do I edit the post please? Can’t seem to do it

[Graham_A]

@Kateylady The terms and conditions of the VM broadband account specified that any email address provided through the account would be deleted 90 days after the account is closed.

Unfortunately VM are not very good at doing this and so the address can persist for much longer before eventually being culled.

The moderators will remove the email address from your post.  When the VM Forum Team reach this thread they should be able to ensure that the email address is fully deleted for you.

[Kateylady]

Thanks for this - but I didn’t know and I now can’t access any emails to be able to change to a new one?

[Kateylady]

Any tips?

[Graham_A]

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@Kateylady wrote:
Any tips?

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It will be a long shot given that you have not been a customer for eight years but you could try to change the password for the email address.

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

[Kateylady]

Thanks for your tips! I’ve tried them all, and I can’t reset the password as it says the email is incorrect on the Virgin links so I guess it has literally been deleted. I wasn’t even aware this was happening so I’m now going to have a nightmare sorting it.

thanks for your help though - much appreciated 🙂

[Graham_A]

@Kateylady The VM Forum Team should be able to confirm one way or another the status of the email address.  But given all that has been posted so far don't get your hopes up for a positive outcome.

They should respond here tomorrow.

[Matthew_ML]

Hey Kateylady, thank you for reaching out and a warm welcome to the community I am sorry you are having some email issues.

The above information is right you need to be an active customer with us to have an email and for example if you did leave us normally the email does get deleted within 90 days.

If you haven't been with for 8 years the email most likely has been deleted and we wouldn't be able to get this back sorry. Thanks