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SarahBrooke1
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recover ntlworld email UserName - no ebill, Direct Debit

My 80-year-old mother has forgotten both the username and password of her ntlworld email account.

She is not capable herself of asking the right questions to get any sense out of a helpline, so I would like to ring the helpline for her. The trouble is, I don't live in the UK, and the Helpline number is not reachable from non-UK telephones.

The guidance says look at your e-bill. My mother doesn't have an e-bill (she says), because she pays by direct debit.

I don't use text myself; only WhatsApp (I piggy-back on wifi networks from home/work/cafe's).

How then - do I get in touch with Virgin to find out how to help my mother get hold of the username and password of her ntlworld email account?

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DJ_Shadow1966
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Re: recover ntlworld email UserName - no ebill, Direct Debit

Hello

I am afraid that due to GDPA you will not be able to pass the security on the account, as you are not the account holder, unless she is on the phone with you at the same time to give permission to act on her behalf, she will need to pass the security before that can happen.

Regards Mike

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