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Forgotten Email login and password

Joining in

I can't access my primary or secondary accounts. I'm no longer a VM customer although I've been using my @ntlworld address for 20 odd years.

I did manage to get a in whatsapp conversation with someone who said they would send me a letter with some info as to how to reset but this has never arrived and its been over 2 weeks.


Please help?



Forum Team
Forum Team

Hi tnix99, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

We're sorry to hear you're having an issue with accessing your emails. 

A Virgin Media email address is only active if you have an active broadband account. Once you disconnect your broadband, the email access is only available for a further 90 days. There are some occasions where an email may be missed but we have been making some changes lately which has locked some addresses. In order to unlock them, you need to log in to your My VM account and complete some steps. As you no longer have Virgin Media, this will not be possible in your case. 

The best we can do from here is to delete the email address permanently for you. There is another option too - if you take out broadband with us, we will be able to move the email account to the new account which will associate the email with an active account. By doing this, we can then go through the unlock steps and get the emails working for you. 

Let us know which you would prefer to do. 


Forum Team

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Hi, thanks for your reply. I really don't want to delete this email address as It's been in use for over 20 years and I have a lot of info and accounts set up with it.

When I was talking to someone else at VM previously, they said they would post a letter with a memorable word so I could gain access again? Is this possible please?

Forum Team (Retired)
Forum Team (Retired)

Thanks for your reply, tnix99.
We're sorry to see this, as my colleague above has advised we're not providing email services or support after you've left us and retrieving an email account without having an active VM account is not technically possible.
The memorable account word would help accessing your former VM account information over a call with our team, however as the account is now deactive our only option moving forwards is to delete the email and stop every activity.
We're really gutted as we're not able to help further in this case and we'e sorry if this has caused inconvenience to you.
Let us know how if you have more questions or concerns and we'll do our best to support you.

Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs