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Your mailbox is not available (ntlworld)

Tuning in

Ntlworld email - cannot log in.   


Tuning in

Can’t even get as far as putting my ntlworld email address in!   Help!   I have important documents saved in this account 

Very Insightful Person
Very Insightful Person

If you are seeing the mailbox not available message when looking at the VM webmail page it normally means that VM security have locked the mailbox.  This can usually be unlocked by changing the password via the My Virgin Media account for the email address concerned.  Wait an hour after changing the password for the mailbox to unlock.

If after doing this you still have problems post back here and wait for the VM Forum Team to respond.


I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Please read the FAQs
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Thank you Graham.   I’ve tried that but it won’t let me do a password reset.  I’ve tried but it   Asks for my date of birth & mother’s maiden name & wont go any further than that.  No error message- nothing at all happens 


Unfortunately it sounds like you are yet another victim of VM’s unannounced change to the security model for primary and secondary accounts, where they pushed the security questions down to the secondary account without migrating any of the responses from the primary. You can only update the responses on the secondary account profile once you are logged in…and you can’t log in. If you call support, they can only help with the primary account. Welcome to the club. 


What the hell!    This is crazy!    I’ve got important legal Documents on here that I need access to!  
I’ve tried calling Virgin but gave up after over an hour of being in a queue 😳

I use (used?) it as the most reliable way of communicating with my NHS Consultant about my condition, as they will often drop a short answer to a question of an evening, when the phone goes unanswered during the day.

Apologies for the problems faced with your mailbox Tania999,

Welcome to the community.

So we can investigate this further I've dropped you a PM.

The message will appear within the purple envelope icon.



Thank you.   I have now resolved this by the method Graham suggested.    The trick was NOT to try doing it using Chrome as the browser.   Phew!!