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ntlworld email not accessible through webmail but is accessible through 3rd party apps!

Joining in

I can no longer access my ntlworld email address through Virgin Media Web Mail, however, I have a current Virgin broadband account and can access my virgin media account online without issue, but when I try to access my email via the virgin media account website I get "Forbidden".

I've tried logging in via another PC/ipad with same issue. I can, however, still access the email account via outlook using the 3rd party app password mechanism, so I know the ntlworld email is functional.

I used to use my ntlworld email address to access my Virgin Media account, but at some point I had to register a new email address to access Virgin Media account instead. In the account settings I can see the ntlworld email as a valid email address.

If I try to recover the password on the account it just says it's not a valid virgin media account email address.

Appreciate, there has been lots of issues with accessing older virgin and ntl emails accounts, but they generally seem to relate to people after they have cancelled their Virgin Media/Broadband accounts. Mine has remained current throughout.

I've looked through the help/support on Virgin website but apart from some common email account issues, there doesn't appear to be any online support contact details to use for when you have a different problem. Therefore, hoping someone here maybe able to point me in the right direction.


Forum Team
Forum Team

Hi there @Ken4 

Thank you so much for your post and welcome back to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue with your email and thank you again for posting. I would be happy to take a closer look into this with you via a private message. I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.

Hi Ashleigh

I am also having the very same issue.

I have previously posted about deleting the account because of this. 

I think I may of been hacked as my password now comes up with incorrect and I am unable to recover because I can't access my email via webmail, only third party apps.

Would it be possible for you to help me gain access via the webmail? I would like to try this before I delete the account. 

It's worth noting that my ntl email was on a previous account and not my current virgin media account.

Many thanks