Since this morning I can't access my virginmedia.com emails either by webmail or on the phone. The phone reports "Credentials needed!". Webmail briefly flicks through another page to quickly to read then lands here:
I have also tried logging into my ID and was sent a link to a backup email account. which I duly clicked and went through the procedure, but it hasn't cleared the problem.
Please advise!
wd40addict Have you followed the advice in the help page for which the link is provided in the on screen message? For convenience the text is here:
If we’ve locked your account, it usually means that there’s been a security risk, or you’ve tried to sign in too many times with the wrong sign in credentials.
First, review your Virgin Media O2 sign in details. If you have a password to access your Virgin Media O2 ID, you should consider changing it for security. You should also review any of the authentication methods, like passkeys. You can change these by signing in to My Virgin Media with your Virgin Media O2 ID, heading to Account settings and then Security settings.
Next you’ll need to generate a new email app password. You’ll use this specific password when signing in to your email using third party apps, like Outlook or Gmail, to keep things safe and secure.
Please note that as this password is separate from your sign in details for My Virgin Media (or any Virgin Media apps) this won’t affect your Virgin Media O2 ID password, if you have one.
Finally, now that you’ve managed your security settings and reset your app password, make sure your emails aren’t being forwarded without your knowledge.
This will show any email addresses set to receive forwarded emails from your Virgin Media mailbox. If it shows one you don’t recognise, select and delete the forwarding rule.
Virgin Media takes your security very seriously. That’s why we always want our customers to know what’s happening as soon as an issue is detected. It’s our policy to proactively advise customers of external security threats which may affect them in the ever-changing digital world.
For more help and support, see our Compromised Mailbox Alert.
Phew that worked, thank you! Do you know if something has changed on the system today as a friend has the same problem?
Not aware of any changes since the introduction of VMO2 IDs in July 2025.
