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Boddle2
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Virgin Media account and Ntlworld email all passwords rejected

We are away from home.  For the last three days, our various devices have not been able to pick up emails for all 4 ntlworld.com addresses, using mail clients.  Today I have attempted to use webmail.

So firstly I get redirected to https://myvirginmedia.com/holding with a message about "making essential changes" but "email isn't affected".  There are links below, and the one for ntlworld tries to find https://mail.ntlworld.com.  Which fails to establish a connection, presumably because that server is not set up to support HTTPS.  So I try http://mail.ntlworld.com, which loads and redirects to https://identity.virginmedia.com/vm_sso/idp/requestAssertion.action?SAMLRequest=... with a username/password prompt.

I'm not sure, but I think that is the sign-in page for the Virgin Media account, rather than the email accounts.  Anyway, neither the main account or any of the email accounts work, all giving "You've entered the wrong username or password."  I use KeePass, so there's no chance of mistyping.

I didn't find any recent posts complaining about this, so now I'm concerned that the account/email addresses have been hacked.  Two of the email addresses appear in haveibeenpwned, but none of the 5 passwords.  So it could just be Virgin Media messing up and providing inaccurate information about its outages (along with broken links).

Any pointers gratefully received.  Also - is there another working web address for sign-in to webmail?

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coenoby
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Re: Virgin Media account and Ntlworld email all passwords rejected


@Boddle2 wrote:

Any pointers gratefully received.  Also - is there another working web address for sign-in to webmail?


This is the page I use: www.virginmedia.com/email
If you still get the username / password error there you could click on the  'Forgotten your password?' option on that page to rest your password. Your username is your full email address and if your answer to the security question is rejected try retyping it in UPPER CASE.

Once you have regained access to your email account via Webmail you will then have to update the password held in your email clients. Smiley Wink

Coenoby

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Boddle2
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Re: Virgin Media account and Ntlworld email all passwords rejected

Thanks coenoby, I followed the "Forgotten your password?" link for all the accounts (mildly annoying when you haven't) and was able to reset them all OK.  So I guess VM just decided to force a change.  Some warning would have been nice.

There seems to be a minor change to account management since good old NTLworld - the VM account is now the same as the main e-mail account (there used to be a different password to log into the account versus picking up emails).  Just in case anybody else is in the same situation.

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coenoby
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Re: Virgin Media account and Ntlworld email all passwords rejected


@Boddle2 wrote:

Thanks coenoby, I followed the "Forgotten your password?" link for all the accounts (mildly annoying when you haven't) and was able to reset them all OK.  So I guess VM just decided to force a change.  Some warning would have been nice.

 


You said in first post that you are away from home so it is just possible that they sent you a letter saying they had locked your account because it was sending spam. Look out for that letter when you get home.

That would indicate that someone may have cracked your old password. Changing the password will hopefully have stopped them.

However, it would be worth following the advice here https://help.virginmedia.com/system/templates/selfservice/vm/help/customer/locale/en-GB/portal/20030...

Better safe than sorry,Smiley Wink

Coenoby

Just edited to add: When you said "reset" the password I hope you did not mean "reset back to what it had been". That's never a good move security wiseSmiley Indifferent

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