Trying to retreive my (@ntlworld.com) email account

[Spangles]

I realise this will seem a relatively straightforward process, but unfortunately, none of my dealings with Virgin Media ever have been. I joined NTL about 3 years ago, and have only ever had broadband (no phone or cable TV). When I looked at the email account I was given, it was all rather stark and shabby, and I seemed to be receiving rather a lot of spam from other NTL email accounts. I already had a Hotmail account and my old Freeserve email address, so it was no great loss. But now I'm finding that many places want an email address that's provided by your current ISP, so I've no option other than to use the @ntlworld.com email address again in such instances. The problem is that I can't remember what my email address is, or the password I used even if I could remember it. I know what the address should be, but it's not accepting the password (which should be the same password I use whenever I call Virgin) at all.

I moved home last December, and wanted my service transferred to the new address. Unfortunately for me, I moved home right in the middle of the Virgin takeover, and everything from then on was a complete nightmare. It took 3 months before I was finally online at the new address. (I'm happy enough with what I get for my money, and Virgin did compensate me - I pay a reduced rate for as long as I remain at this address. I just wanted to make it clear that I'm not here to moan just for the sake of it).

When I need to call Virgin I have to use either my mobile or a payphone, which ends up costing a fortune because neither recognise supposed 'Lo-Call' numbers. Several times such calls have used up the credit on the phone, or cost as much as £5 or £6 from a payphone (and rarely got me anywhere, either). The problem seems to be different switchboards for former NTL or Telewest customers. When I call, I'm asked to enter my phone number (no use to me, as I don't have a landline), or the dialing code for my area. I live in Wirral, so the dialing code is 0151. This sends everything into chaos, and my account apparently 'doesn't exist'. It turns out that Merseyside was predominately a Telewest area (even though everyone I know who has/had cable was with NTL), so I'm always connected to the wrong switchboard. The only way around it was to deliberately give an incorrect dialing code (I was advised to use Widnes or Wigan I think, by an operator who finally realised where the problem was).

Even when I finally do get through to someone through this protracted method, I'm invariably informed that my account doesn't exist. The only customer number I have is 9 digits, and apparently this is the wrong number, even though it's the one I'm told to use in every NTL document I have. I've asked for the 'proper' number to use in future, but apparently they can't tell me that over the phone.

As you can probably imagine, the thought of having to try to sort this out over the phone fills me with dread. So can anyone give me a number that's likely to be answered (unlike umpteen calls I've made to 0906 212 1111 at various times today), not transferred through numerous switchboards, and without having to repeatedly give the same details only to be told repeatedly that my account doesn't exist, please?

Apologies for such a lengthy post, but without the detail I think I would've come across as someone who's too lazy to look up the customer support number.

[MikeyB]

Sorry to hear your troubles with your email address.

Must say I've never come across a website that you have to use an email address supplied by your ISP. How would they check this?

Anyway, do you ever use your ntlhome webspace or ftp?
If so it's the same username & password as for the main email account.

[Paul K]

Your account password is not always the password you give when you call. That password just identifies you as either the account holder or someone who can fulfill DPA requirements to access the account.
Did you ever hace outlook/ outlook express or any other POP tool set up to pick up your email?

[Spangles]

Thanks for replying, Paul. Which account password do you mean, my NTL email account password? If so then it wouldn't really make much difference to the fact that I can't get into the email account at the moment. And no, I just left things as they were, because it was as easy to check my emails online as it would've been through Outlook Express. That was and still is set up with my old Freeserve account as default. I believe that my NTL email account was 'frozen', which one of the operators told me (way back in February) was the norm when an account was 'closed'. But he also told me that would no longer be the case as my account had been reactivated - but apparently not.

Originally Posted by MikeyB

Sorry to hear your troubles with your email address.

Must say I've never come across a website that you have to use an email address supplied by your ISP. How would they check this?

Anyway, do you ever use your ntlhome webspace or ftp?
If so it's the same username & password as for the main email account.

Thanks for your reply, MikeyB.

Yeah, I'd hardly say that it was widespread, but I've noticed a few places have started requiring it recently. One site that I was interested in was Digital Spy, and they've actually been doing things that way for several years at least. How they work it I don't know - I suppose the easy option would be to have a filter to block the most common services, such as Hotmail, Gmail, Yahoo, Lycos, etc. But I think DS have a more sophisticated process than that. Obviously if you have someone's IP number you can check basic information such as the provider, and (although it won't work with the likes of AOL or Tiscali, for example) you can generally get a rough idea of the city they're located in, too. Anyway, this is the message you get if you don't play ball (this was a registration attempt using my Hotmail address):

The following errors occurred during your registration * Your email address has been rejected. Please note that Digital Spy does not accept registrations from anonymous webmail providers such as Hotmail and Yahoo. Please register with an address provided by your ISP.

And no, I never had any need for the webspace.

[amir]

hello i`m new member...i don`t know how to create NTL email .....can some one here help me plz

[Chris W]

amir

When you registered with Virgin Media or NTL if it was a while ago, you would have been given an email address. If you are unsure of the address/ password, a call to tech support or customer service and they will be able to tell you.

If you know the details, but just need to set it up in Outlook Express, then have a look here for instructions.

[MikeyB]

Ah, I see what you mean, they are just trying to stop you signing up with some of the bigger free email out there.

Try signing up for an account at:
https://www.fastmail.co.uk/

I have a couple of free accounts with them, it's not fancy-looking, but a very fast and very reliable service, and possibly won't be on the list of email providers they block.