Showing results for 
Search instead for 
Did you mean: 

unable to access ntlworld email

Joining in


I have been unable to access my ntlworld email for the last 2 days.  I just keep getting the message that my Virgin Media Account is unavailable and when are go through the steps suggested my email address is not recognised.

Can anyone help please.  



Very Insightful Person
Very Insightful Person

@fatknit wrote:

Can anyone help please.  

I'm not sure which steps you are following but what happens when your try these:

You need to do a password reset to unlock the account.

To do that you need to sign into the "My Virgin Media" account for the Ntlwoltd email account. Enter the Ntlworld address here   and then enter the current password when prompted.

Then click on the "Account settings" tab, then the "Account details" tab.

Then scroll down the Account Details page to the SIgn In details section you will see "Password"  and you need to click on Edit on the right had side and follow the instructions,

Unfortunately, VM now insists that you have to use a non VM email address as the Username to access your VM email account so you will then be taken through that process. Once you have specified the non VM email account to use to sign into your Ntlworld address, VM will then send a verification email to that non VM account.

VM say they have made that change to improve the security of VM email accounts.

Try that and see how it goes.


I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media.

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Joining in


I have been unable to access my email account since Tuesday.  The message I get is that my email is unavailable and when I go through the different steps I am then told that my email address is not valid.

Can anyone help?

Thank you

Joining in


I have been unable to access my ntlworld email account since Tuesday.  Apparently it is no longer available, even though I had been using it as my main contact email.

Can anyone help me restore it?  Thank you

Hi there @fatknit 

Thank you so much for your post and welcome to the community forums, it's great to have you back. 

I am so sorry that you have been facing this issue with your email, can I ask if this email is linked to a current and active broadband account with us?

Yes it is

Hi there @fatknit 

Thank you so much for your post and welcome back to the community forums, it's great to have you here. 

I am so sorry to hear that you are facing issues with your email address, can I just check, is this email attached to a current and active broadband account with us? 

Hi @fatknit thanks for getting back to us.

Please could you expand on your most recent response?  Also, please could you confirm that the email address in question is linked to an active broadband account with us?



Hello Coenoby

I have followed your instructions, but when iI put in my email address, it says 'Sorry, you can’t change your sign in details to a email address, please choose a different email'.  When I put in my address that works straight away, but connects me to my gmail, not ntlworld account, which is what I use, or had been using, daily.  So all my emails have been lost.

Is there anything else I can try?

Thank you


Hi fatknit


Thank you for your post and welcome back to our community.


We apologise to any customers who may have experienced difficulty logging in to their email accounts for a short period earlier this morning. We have now resolved this and email services are working normally.


Are you able to access the email account today?


Please pop back to us when you can. 

Vikki - Forum Team

New around here? To find out more about the Community check out our Getting Started guide