Secondary ntlworld.com email account

[syedislam]

Since yesterday, my secondary @ntlworld.com account has been locked out.

Have spoken to support who took a non-virginmedia domain to attached to account, but this failed. Unfortunately, no idea what the issue is and seems virgin media do not understand how critical email communication is. 

Have been going around in circles trying to resolve this issue. Searching through the forum, has been a common theme.

Any VM people here that can help?

[coenoby]

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@syedislam wrote:

Unfortunately, no idea what the issue is and seems virgin media do not understand how critical email communication is. 

Any VM people here that can help?

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I'm not a member of  VM staff but I can offer some advice:

1) Was the issue escalated to one of the VM technical teams and if so do you have the "ticket" (reference) number for your case?

The thing is that if one of the VM technical teams are still working on the case then there is probably not a lot that the VM Forum Team (VM staff who support this forum) can do for you at the moment. You will need to wait until the technical team get back to you.

2) If the issue did not get passed on to the next level in VM support then it would be worth your while explain exactly what you mean when you say the linking of your non VM email address to your VM email account "failed".

For example, did your non VM email account, that will become your VM username, not receive the verification code that VM generated?  Or did you get the verification code but could not  enter it into your My Virgin Media Account? In the vast majority of cases the process of adding a new username to your VM account works fine but there are a lot of different scenarios where things can go wrong.

If you can provide some more detail then you are likely to get some good advice from forum members.

3) Finally, remember that VM stopped issuing email accounts 2 1/2 years ago and since then new VM customers do not get the option to have free VM email accounts.  The future of the VM email service is not clear, but it seems that VM do not see the provision of an email service as part of their business plans going forward,

Therefore it would be wise to consider switching over to using your non VM email account and not relying on your VM email account going forward.

Coenoby

[syedislam]

Thanks coenoby. Appreciate the imput. Has been raised with support but not had no response so far.

Email address been used for many many years hence not the easiest task to move off. But agree, looks like needs to be done at some stage.

In the meantime need to regain again access somehow.

[coenoby]

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@syedislam wrote:

Has been raised with support but not had no response so far.

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Based on previous experience, if you have a ticket open with VM support then you need to continue to  chase them. They do take time to get back to you,

One of the forum team will contact you via this thread but if the matter is already with one of the technical teams then the forum team are limited in what they can do,

"not the easiest task to move off. But agree, looks like needs to be done at some stage."

As you see, when things go wrong, VM's email technical support is not great, so I'd respectfully suggest perhaps it needs to be sooner rather than later 🙁

Coenoby

[Gareth_L]

Hello syedislam.

Thanks for your first post and welcome to our community.

Sorry to hear your additional email account has been locked.

Before we take a look from here, can we just ask if you've been able to access this since your last post?

If not please let us know.

Gareth_L