Can’t access ntlworld email from secondary account

Hi there,

For many years I’ve had an ntlworld email under my father’s Virgin Media account under a secondary account under his. I’ve since moved out and have my own Virgin Media account but still used my ntlworld email as my primary email.

Last Tuesday my ntlworld emails stopped syncing on both my iPhone and MacBook and was giving an ‘incorrect password’ error every time I typed in the password I had down for the email account. I tried to sign in using the Virgin Media Mail page but was unable to; if I put in my ntlworld email as the login details it tells me I need to use the email address associated with the main My Virgin Media account.

If I do this on my personal account the button on the My Virgin Media page that’s supposed to take me to my mail says ‘mail unavailable’ and gives me a walkthrough to access my emails, however this just sends me in circles still unable to access the ntlworld email.

If I do this on my father’s account the email page shows his email inboxes but under ‘accounts’ it only shows his email addresses, with no way to see my ntlworld email or add it.

Both of us seem to be missing things under our account settings that would potentially help; nowhere to add email accounts, no settings specifically regarding email accounts etc.

We’ve both called Virgin Media a couple of times now and have got no further - all they suggest is changing the password but whenever I use the password they’ve changed it to it simply comes up with an ‘incorrect password’ error.

I’m at my wits end and have had no access to my emails now for a week, and have important information and emails that I need to respond to. Please can someone advise, thank you.