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

which phone number would she have to ring to get help to reset her @ntlworld.com password?0

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

The numbers to ring are 150 free from a VM mobile or landline, or 0345 454 1111 from any other phone (chargeable as standard UK landline phone no.).

Broadband faults is the option for email/password issues

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Graham

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

You can give us a call on 150/0345 454 1111 for us to do this. 

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

I did call that number.  No one answered.  Anyway - which option should I choose?

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

Broadband faults.

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Graham

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