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Resetting email password

Hi there,

My dad recently passed away and myself and my mother are attempting to gain access to his @ntlworld.com email address.

We don't appear to have the correct password for his account, however.

I have tried the following:

1. Using the reset password facilty

It wouldn't accept (what should be) correct answers to the security questions. I did try uppercase, lowercase and mixed-case variants without success.

2. Using the "Forgot the answer to your security question?" form

I entered the account information exactly as shown on the latest (paper) bill. Despite this, it always returns "Please enter valid bill details".

3. Phoning Virgin

I eventually got through to someone who says that they would "send out a standard letter" before abruptly cutting me off. Nothing has yet to arrive.

Can you advise the best way to proceed? I appreciate you cannot give out access details to a random individual posting on a forum, but can anything be sent to the postal address registered to the account (or any other option you might normally offer to someone in this situation)?

Thanks in advance.

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Re: Resetting email password

Hi sim1579

First of all I am sorry to hear about your recent loss 

I just need to ask you a few questions first of all 

The account I need to look at, has this been disconnected now or its it still active in your late Fathers name?

The security word, is this the one you were asked when you called the team?

What I will also do is send you a private message to get this looked into 

Just click on the purple envelope top right of your screen 

Hope to speak soon 

Gareth_L

 

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Re: Resetting email password

Hi sim1579

Thanks for your reply 

Just to let you know you should be able to access this account now with the details that have been sent by PM 

Let me know if you are still having issues please 

Gareth_L

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Re: Resetting email password

Need to reset password so I can access my bills. It tells me that my date of birth is incorrect !!!!’ And I don’t know my only sons middle name as I keep

get the security question incorrect.  Then when I enter my area code and account number I can’t proceed as I don’t know the date of my last bill - hence why I am trying to log on!  Called help centre - no help as the account is in my husbands name - but the bill is in mine and I am named on it ! Getting very frustrated as I have wasted over two hours and got no where 

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Re: Resetting email password

Hi Tempz007,

 

Thank you for your post and welcome to the community.

 

I'm sorry to hear about the frustration with this. Just to confirm is this your online account or email address you're trying to reset?

 

^Martin

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Re: Resetting email password

Hi,

I too have the same issue trying to reset my email password and access the MyVM part of the website.

1. Using the reset password facilty

It wouldn't accept (what should be) correct answers to the security questions. I did try uppercase, lowercase and mixed-case variants without success.

2. Using the "Forgot the answer to your security question?" form

I entered the account information exactly as shown on the latest (paper) bill. Despite this, it always returns "Please enter valid bill details".

 

I haven't called yet, as am trying to do my bit, but this is frustrating.

Is anyone able to assist please?

 

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Re: Resetting email password

Hi s2mikie,

 

Thank you for your message and welcome to the community. 

 

Just to confirm what error message do you get when trying to sign in?

 

^Martin

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