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ntlworld email problem (password/deletion)

Joining in

I've had an email address for almost 20 years. When I became a Virgin Media customer (broadband) my account was linked to the address, but there are 2 separate account numbers: one for the email and one for my broadband/phone account. I can access the emails on both accounts.

Several years ago I attempted to update the password and discovered that there was no option to reset the password. I did phone Virgin Media to attempt to sort this out but the person on the other end struggled to understand the issue (they seemed confused about my claim that I had 2 account numbers that accessed the ntl email through the VM site) and didn't resolve it.

I recently tried to change the email that my broadband/phone account is linked to to a gmail one. I thought I had succeeded, but when I sign into my broadband account the ntlworld email still seems to be linked to it, although I do sign into the account with the gmail address. I also discovered that I can no longer log into Virgin Media with the email address, even though that email has it's own separate account number. I can still access the emails through the broadband/phone account and the Thunderbird client application on my laptop.

So, the issues are 

1) I can't log in to the email address using that email address any more, even though it has it's own separate account number.

2) I'm unable to change the password to the address

3) Ideally I would delete the email altogether (its getting a lot of spam an I dont use it for anything else) and connect my VM account to a different email account that I actually use.

Can someone please help me finally resolve this issue?

Many thanks,



Forum Team
Forum Team

Hi @Busy_Bo 

Welcome to our community forums and thank you for your first post.

Sorry to hear you have been having ongoing issues with your NTL work email and logging in. We can understand the inconvenience caused and we want to best help. To help with your request, I have sent you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this. I'll be in touch soon

Forum Team

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