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Can't access email address

Joining in

Hi , im wondering if anyone has had a similar issue to this or might be able to shed some light on what to do . A few months ago my dads email address was hacked as he had money took out of his account and was unable to access his email account . He phoned up virgin support and the guy he was on the phone to tried to reset his password but was unable to get my dad access to his email . My dad is able to access everything the virgin website has to offer , his bills ect ect except emails . The support agent he was talking said smth to the effect of , thats weird at least you can see everything else though . After hearing this i decided to see if i could try and recover his email address , ive been through the website and tried everything they have to offer but whenever trying to get into his email address it brings up a support site with actions ive already tried titles '

Your Virgin Media Mail account is currently unavailable'
Ik this is really obscure but has anyone had a similar issue ??? I will be phoning up virgin support as soon as i can bc i just find it weird that they just waved him off like that without trying to forward his emails or smth like that.

Any advice is greatly appreciated


Forum Team
Forum Team

Hello niyarw1


Sorry to hear of the email access issues experienced by your father, we understand the frustration and appreciate you raising this via our forums. Welcome to the community.


Can you confirm your father still has active services with us? We'd also recommend the following steps for resetting the password:


  • Sign in to My Virgin Media
  • Go to Account settings, then Account details
  • Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail
  • Then, under Virgin Media Mail app password tap Get password
  • Continue the flow and a new secure password will be generated, and the mailbox unlocked
  • Update any third-party apps that may be use to access your Virgin Media Mail emails with this new app password.