email address not recognised

[simonsimmons]

Hello

Setting up a new PC, I find that I can't remember my Virgin email password.

When I try to use the the reset password page, I receive the message:

"Please ensure you provide the email address you use to sign in to My Virgin Media."

So it seems my email address isn't recognised. However, I can still receive and send emails via my phone.

My email is a @ntlworld.com address

When I use the 'forgotten email address' link, I receive two messages:

"Oops, we've ran into a problem.
Wait a minute and try again. If this doesn't work, please come back later. (Code: DEF01)"

and 

"We haven't been able to find your details with the information you have provided"

Please help 🙂

[Ayisha_B]

Hi @simonsimmons,

A warm welcome to our Community Forums and thanks for your post. 

I am sorry to hear you're having some issues accessing your email account. 

I'd love to take a closer look into this so will pop you a PM now to confirm some details. 

Please keep an eye out for the purple envelope icon in the top right hand corner of your page for my message. 

Speak soon!