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Z_Coso's avatar
Z_Coso
Settling in
11 days ago

Unable to Access Virgin Media Email

I’m having trouble accessing my Virgin Media email account following the recent changes involving Virgin Media and O2. I called customer support on Monday afternoon but I’m still unsure how to resolve the issue, so I’m reaching out here for help.

Here’s a summary of the situation:

  • My email account was originally set up for me years ago by a family member (the primary account holder), and I’ve never had any access issues until now.
  • I’ve recently created a Virgin Media O2 account and tried to link my existing Virgin Media email address to it.
  • During this process, I was prompted to enter an account number and area reference.
  • Using the primary account holder’s details does pull up their account, not mine. Support confirmed there is no account number listed under my name, which makes me believe my email is still tied to the original (primary) account.
  • As I’ve never had my own separate account number, I’m unsure how to proceed to regain access to my email.

If anyone has been through this or has advice on how to resolve it, I’d be really grateful. Thanks in advance!

 

1 Reply

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    9 days ago

    Hi Z_Coso welcome to the community forum! Thanks for posting. 

    Sorry to hear about your difficulties accessing your Email inbox. 

    Do you have a services account with us directly? If not, the email address is linked to the primary account holder, and their services account. 

    You should be able to set up a My VM account to access your email address - it would be linked with their account details, but you would log in with the email address itself, and then set up a secondary verification email which is a non virgin media, NTLworld, or Blue yonder email address. (The VM email address should be converted into it's own VMO2 ID, and then a non-vm email address needs to be used for back-up / secondary verification.)

    What's happening when you try to log in with your email address? Are you getting some kind of error code or message? If you can please give it a go 👉 virg.in/myVM and let us know how you get on. 

    Thanks for your patience in the meantime! 🌞