Orphan Ntlworld email locked

[marksman19]

Unable to access my wife's long established ntlworld.com email account. Many long fruitless calls/WhatsApps to Virgin Media. Operators focused on changing my wife's orphan VM account password (I am the account holder) - but when my wife logs in and requests webmail access, the same 'Virgin Media Mail account is locked' message displays. Tried the 3rd party email verification wheeze, but clicking the link brings up a 'timeout' message. HELP!

[coenoby · Accepted solution]

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@marksman19 wrote:

Unable to access my wife's long established ntlworld.com email account............ (I am the account holder)

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In the context of Virgin Media email accounts, the term "orphan" account means that the email account is no longer linked to a live VM broadband account.

The problem is that the Terms and Conditions of VM's broadband account say that 90 days after the broadband account is closed VM will delete any email accounts linked to it. They do take a long, long time to get around to doing that which often causes confusion.

So, was your wife's Ntlworld email account set up under a different VM broadband account rather than as part of your present broadband account? 

You can check if her Ntlworld email account is linked to your present broadband account by signing into your My Virgin Media account (where you view your VM bills etc). Click on "Account settings"  and then  "Account details".

On that account details page scroll down and click on "Manage my other Virgin Media accounts".

If her email account is not listed there it means it is not linked to your current BB account. In that case, that is likely to be the underlying problem with her email account rather than a simple password issue.

Coenoby

[marksman19]

Thanks for coming back with yiuur really usefull feedback. Firstly, my mistake! - I used the term 'Orphan' when i think i should have use 'secondary' - the inaccessible email was setup by me as the Virgin Media (or NTL World as it was then) account holder for my wife to use. We have maintained the same Virgin Media account over the years and this account is still active - and I have jsut just logged into 'My Virgin Media' as you suggested and my wife's emsil is listed as an actice 'additional account'.

Of course, my ntlworld email is to the account - which makes liaison with Virgin Media somewhat tricky at times.

I realise my incorrect use of the term 'Orphan Email' will cause problems with this post. Do you recommend i withdraw it  and repost using the term 'Secondary Email'? - or can you suggest a better way of me getting Virgin Media just to unlock this secondary email as our current efforts with their operators just seem to go round in circles...

[coenoby]

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@marksman19 wrote:

 I used the term 'Orphan' when i think i should have use 'secondary'

No problem, I did wonder if that was the case. That's why I explained what the term "orphan account" means in the VM world. 😉

"Of course, my ntlworld email is to the account - which makes liaison with Virgin Media somewhat tricky at times."

It should not make it tricky. If you are the broadband account holder you have every right to be talking to VM about a secondary email account on your VM account.

You said in your first post "when my wife logs in and requests webmail access". Just to clarify, the simplest way for her to access her email account is to go via this link https://mail2.virginmedia.com/  If she enters her Ntlworld address in that link and then, when prompted, enters the most recent password that should go her straight to her webmail account.

Try that and see if it works. If that still comes up with an error then one of the Forum Team (VM staff members) will be able to help you get this sorted.

Post back how you get on with using that link

Coenoby

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[Adri_G]

Hi, Marksman19.
Thanks for all the posts and replies on this thread and sorry to see you've been facing issues with accessing a secondary email account, we appreciate how frustrating this may be especially when we're talking about your wife's email.

We're happy to work our best to assist you, you may use our page here for more on how to manage your accounts and emails with us which can be helpful.

Just to check for any updates with this has the advice from coenoby above helped at all and did you have the chance to try and resolve this by resetting the email and account password?

Let us know how you get on and if you still need our help, here to support you where needed.