ntlworld.com email account locked, can't enter new password

[willclare]

For the last two days my ntlworld.com account hasn't worked, it won't accept the usual username/password combination. 

I found the suggestion to enter the following:

curl -sv smtps://smtp.virginmedia.com -u username:password

This gave me an error code of VM303, saying a 'new password is needed'.

I've tried resetting my password on MyVirginMedia, and it's not accepting my security answer and date of birth, even though I know these are correct. 

I've tried contacting Virgin, and was told yesterday that they had a technical issue and to call back later, I tried again, same message.

Help or suggestions would be very welcome, two days without email feels like an eternity and I'm expecting urgent emails!

[Kath_F]

Hi willclare, 

Thanks for your post and apologies to hear you're having an issue with accessing your mail. 

We can certainly take a look at this for you however we will need to pass data protection with you first. I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks, 

[Kath_F]

Sorry willclare, 

I've tried to send you a private message but it looks as though you have these disabled. 

Please click on your name in the top right hand corner > Edit Profile > Preferences > Private messages. Once here please tick the box that says 'Turn on private messages' then save changes. 

Pop a post back here to let us know you've done this and we'll then be able to help you further. 

Many thanks, 

[willclare]

Sorry Kath

Only just picked up your message, private messages now allowed.

FYI, after 5 days and 4 calls to Virgin, they have just managed to get me access again.  I've no idea what the problem was, and I sense Virgin doesn't either.  But it's working for now.

Best regards

Will

[Hayley_S]

Hello @willclare,

Thank you for the update 🙂 I am glad it is working for you now.

If you need anything else you know where to find us.

Many thanks,