NTLWorld login on web and via app.

[Ary19]

Hello, I've just encountered the same situation. My ntlworld account password is suddenly not correct and appears to have been shut down with no notice from Virgin. The conditions state, unless they've changed, say:

"From the 8th September 2014, you’ll need to access your Virgin Media Mail mailbox at least once every 90 days. This can be via our Webmail service, an email client such as Microsoft Outlook or Apple Mail, or from a mobile device."

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I access my account every day on my iPhone Apple Mail account and even signed in last week on the Virgin Desktop site. How am I now to change provider when I no longer have access to an account that was closed with no notification?

Your customer service skills appear to be lacking to the gravity of the situation.

[Adduxi]

I believe those terms where for the old dialup access, which was transferred to Talk Talk many years ago.  It seems the old mailboxes really should have been removed after 90 days. However VM are now actively purging mailboxes from non paying customers. 

[Graham_A]

The conditions you quote are from the Acceptable use policy and remain current.

However the contract Terms and Conditions take precedence and these state that email accounts are closed down 90 days after the associated VM broadband account is terminated.  @Ary19 Do you still have a virgin media broadband account to which the email address concerned is attached.  If so it may be that it has been locked as a security precaution.  If you attempt to sign into the email account at https://mail.virginmedia.com/ do you get an error message to say that the account is unavailable?

[Ary19]

Just had a chat with support who confirmed in writing that "Yes, we are closing all the ntl world old accounts". Thanks for the notification Virgin. It's ironic that my phone provider is O2 and is now linked to an email address that I can't currently access. I will be making a compliant to the Communications Ombudsman should the support team be unable to attain access for me. I will write an update should anyone be interested and I suggest the OP contact customer services instead of talking to unhelpful moderators on this forum who don't appear to know what's going on.

[coord47]

I have the same issue. My ntlworld.com email is 'currently unavailable' and has been for 8 days. As you I've used it every day for more than 20 years without problem. Contacting VM help desk 4 times has been totally useless. They even linked me to VM 'Gadget Rescue Team'. Never heard of them. They didn't rescue me at all! Instead they issued another help request that they 'hope to resolve in 3-5 days'. They just send me round in circles. Hope someone on here can  fix our problem.

[goslow]

VM is busy closing down mailboxes that are not associated with a current VM broadband account.

If you are currently a VM broadband customer it may be possible to link a VM mailbox to your current VM broadband account to keep it working but you need to engage with a VM forum team person on here as there are limitations to the options available.

Best to start your own topic for your own query as there are so many of these cases, your issue may get lost as an add-on to a topic belonging someone else.

[Graham_A]

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@Ary19 wrote:

Just had a chat with support who confirmed in writing that "Yes, we are closing all the ntl world old accounts". Thanks for the notification Virgin. It's ironic that my phone provider is O2 and is now linked to an email address that I can't currently access. I will be making a compliant to the Communications Ombudsman should the support team be unable to attain access for me. I will write an update should anyone be interested and I suggest the OP contact customer services instead of talking to unhelpful moderators on this forum who don't appear to know what's going on.

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The statement in your first line is simply incorrect.  I don't doubt that the online support person said this - they often make things up.

The only VM and legacy email addresses that are being closed down are those that are not linked to a current VM broadband account as per the Terms and Conditions of the contract.

[Alex_RM]

Hi Ary19,

Thanks for posting and welcome to our community 😊

We're sorry to hear you're having some issues with your email. From Thursday 3 October 2024, we began contacting former Virgin Media customers via email who still have an active Virgin Media .net email account to make them aware that we'll soon be closing said email account.

If this is a different Virgin email account, but you have no active broadband service the email address would be removed after 90 days as per our terms & conditions here

If you still have an active broadband account please let us know, and we can pop you over a private message to get a few more details.

Alex_Rm