Phone number for email team

[lewy_lewis]

Does anyone have a phone number for the email team? My Ntlworld email address stopped working yesterday and there are no options in my account for resetting the password (as per instructions). The NTLWORLD is my primary source of communication. Thanks in advance.

[Graham_A · Accepted solution]

@lewy_lewis   It is the same number as for other support issues 0345 454 1111.  Select the option for technical issues and then the option for email.

However, it may be better to explain the issue in more detail here and the community and/or VM Forum Team members should be able to help you.

The first thing to check is whether the email address concerned is part of your current Virgin Media broadband account?  It is a requirement for continued use of VM and their legacy email addresses that they are attached to a VM broadband account.

[lewy_lewis]

Hello Graham

I've attempted to explain to them the following, which I'm not sure they have grasped.  I'm hard of hearing so have to quite often revert to a keyboard warrior, especially with strong accents.

The issue is that;

Many years ago I enrolled with NTL (signed up with an NTLWorld account) and was very happy for a number for year - 25 or so. Anyway, the service started to drop quite severely and at one point no service for a number of weeks and with working at home I had to switch to the only other - BT!  After a year or so I was canvassed down by VM and told the service was much better etc, so I re-joined but as my account already existed I couldn't use my existing email address so was asked to create a Google type one - which I did.  Yesterday email stopped so I was advised to sign into my VM account and reset the password and an option to reset my Email Application Password would appear - alas it has not.  I've tried to explain this to a number of people a number of times.

My NTLWorld account is nested in 99% and I'm going to through a legal issues at present and can't afford for it to be offline or me put into a position where I cannot function.

Apologise for the war & peace.

[Graham_A]

@lewy_lewis Thank you for the detailed explanation.  It does sound as if your Ntlworld email address has become 'orphaned' as it wasn't moved to your new account when you rejoined VM.

The VM Forum Team should be able to investigate this for you.  I will flag the thread to them so that you should get a response later today.

[lewy_lewis]

Thank you!

[Ashleigh_C]

Hi there @lewy_lewis 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry to hear that you have faced this issue with your email and a big thank you to Graham_A for their help here so far. 

If the email is no longer linked to an active broadband account with us, then as our community member has mentioned the email will be removed as orphaned. 

I'd be happy to check and confirm this with you via a private message. I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.