Legacy ntlworld sub-account locked in a recovery tool login loop

[Robert Corkin]

My legacy ntlworld sub account is stuck in a loop and I cannot log in to it to see my emails. When I use the direct Identity Recovery Tool, it accepts my username and my security password perfectly. However, instead of taking me to the screen to link a new third party contact email, it immediately drops me back to the main login loop. The sub account is also completely missing from our primary account holder's dashboard profile. I need please a Forum team member to escalate this to the IT team to manually link a new non Virgin contact email to my ntlworld profile so I can generate an App password. Thanks in advance.

[newapollo]

You should contact VM directly as this isn't an official VM forum.

�� Call: 150 (a free call from a VM landline) or 0345 454 1111 from any other phone.
�� WhatsApp: 07803 089684
Or contact VM on Social Media by messaging either
X (Twitter) : https://twitter.com/virginmedia
�� Facebook: https://www.facebook.com/virginmedia/
�� Instagram: VirginMedia​
Or try the online chat messenger available Monday-Saturday 8am-8pm via My VM
�� https://www.virginmedia.com/myvmo2


Your issue might be related to a known VM problem which keeps being updated on a daily basis. https://www.virginmedia.com/help/che...outage-details"
Status Outage Identified and Raised
Estimated fix time Today at 9:09pm.
Details
You might find that your Virgin Media Mail isn't working at the moment. We are sorry and working hard to restore your Mail service as quickly as possible.

[jem]

Originally Posted by newapollo

You should contact VM directly as this isn't an official VM forum.

�� Call: 150 (a free call from a VM landline) or 0345 454 1111 from any other phone.
�� WhatsApp: 07803 089684
Or contact VM on Social Media by messaging either
X (Twitter) : https://twitter.com/virginmedia
�� Facebook: https://www.facebook.com/virginmedia/
�� Instagram: VirginMedia​
Or try the online chat messenger available Monday-Saturday 8am-8pm via My VM
�� https://www.virginmedia.com/myvmo2


Your issue might be related to a known VM problem which keeps being updated on a daily basis. https://www.virginmedia.com/help/che...outage-details"
Status Outage Identified and Raised
Estimated fix time Today at 9:09pm.
Details
You might find that your Virgin Media Mail isn't working at the moment. We are sorry and working hard to restore your Mail service as quickly as possible.

Of course in the old days of the now defunct VM community forum, you as a VIP member could escalate this issue to someone who could actually, well possibly do something.

Now? Not so much. I do wonder what Kei is up to now?

[gunner45]

This problem looks very much like an orphaned ntlworld sub‑account, i.e. it has lost its association with your main Virgin Media O2 ID. As the VM Community Forum is gone and as an agent is unlikely to help, perhaps a WhatsApp message explaining the problem and hopefully someone in IT will be found to fix it.

If you regain access to the ntlworld account to extract your data, you should immediately migrate all personal services to an independent provider (I like Gmail but there are others).