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)?
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