Changing the way you sign in to My Virgin Media

You mention 6 email addresses.  The change referred to in the email only applies to the account it was sent to.  Unless you received one for each of your 6 accounts the others continue to use their third party username and password combination.  The account that received the email should now be logged into with the original email address.  The password will be the same as it was before the change.

Hi Togsy, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're having issues logging in to My VM. As mentioned by Graham_A, the change would have only happened to the email address this notification was sent too. 

Please let us know if you're having further issues and we can provide further support 😊

Many thanks, 

Hi All

Thanks for the input it is much appreciated but I have to agree with Adduxi that this is a bit of a disaster after forcing us to get third party Email addresses to log in to VM Email accounts!

However, reading the Email entitled ‘Changing the way you sign in to My Virgin Media’ implies to me that the whole system is changing rather than just one Email address, which is frankly totally ridiculous. If I am changing one I want them all changed so there is some coherence and consistency.

The Email I received was to one of the third party address I was forced to create, not the corresponding VM Email address which seems very odd to me as from my understanding the third party Email addresses were intended as usernames and in an emergency if there was a problem with the VM Email address associated with it and not for general correspondence!

I have attempted to log in to the associated My Virgin Media account but I cannot gain access with the VM Email address as the username and the existing password nor if I use the third party Email address. This is why I ended up speaking to a young lady, somewhere in Asia by the sound of it, and we had great difficulty understanding one another which is not good when you are trying to explain technical issues.

Would it be possible for someone who actually works for VM in the UK to contact me to try and sort out this mess, which of your making, so I can once again sign in to view invoices if nothing else.

If all my Emails (three are mine, for various uses and one each for my wife and two daughters) can’t be switched over we may as well move away from VM!

I look forward to hearing from someone who can change all our logins.

Kind regards

Togsy

Hi Steven_L

I have now managed to log in to three of my six My Virgin Media Email accounts but seem to be locked out from doing any more and I am asked to contact your team for help quoting reference IDF-12B.

I suspect this is a cookie issue but am loathed to delete them as it is more convenient to have a list of all Email addresses/usernames.

I also don’t much enjoy speaking to heavily accented ‘help’ staff as it becomes embarrassing asking them to repeat themselves constantly and they misunderstand me too and I am not alone! My last phone call lasted 45 minutes and absolutely nothing was achieved.

Any suggestions on how I progress?

Cheers

Togsy

Hi All at Virgin Media

The problem is now solved, however had Virgin Media done as they said they would in the Email to me of 19 June 2025, there would have been no problems and we could have all saved ourselves a lot of wasted time.

Also, I still cannot comprehend why one of our six VM Email addresses uses it's own address as its username and the five others still have to use third party Email addresses as usernames, it makes no sense to me. Can someone please explain this anomaly.

Cheers

Togsy