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Can't log on or change password

Joining in

I've been using a email address for many years, and bought a new computer and tried to set it up on this. It said the details/password were out of date, but at this stage i was still able to access webmail. I then tried to change my password and since then have been locked out and am just getting a 'you can't use that password, choose another password' message. 

I've tried many passwords on many days and many devices but am still not able to get into my inbox. 


Very Insightful Person
Very Insightful Person

@LondonAS2022 wrote:

just getting a 'you can't use that password, choose another password' message.

I've tried many passwords on many days and many devices but am still not able to get into my inbox. 

There have been a few posts on another part of this forum that suggest there are situations where the "you cannot use that password" error message can come up even when the password has actually been reset.

It might be worth trying again to reset the password to something you have never used before. If you get that error again then just try using the new password you have entered to see if that allows you to access your email account.

However, even if you can regain access to the email account, the question that needs to be asked is whether you have a VM broadband account. The use of any VM email account including the domain requires that they be linked to a live VM broadband account.

VM's terms and conditions allow them to close any VM email accounts 90 days after the broadband account they were linked to has been closed.

I know that many people with addresses may never have had a Virgin Media broadband account. Those addresses were provide to users of the old original Virgin dial up internet service and also the old ADSL broadband service that Virgin sold to TalkTalk. However according to their agreements with TalkTalk back in 2014 any address that was not transferred over to a Virgin Media fibre broadband account should have been closed down by VM years ago.

If you are not a VM broadband customer that could be the reason you got the "details/password were out of date" error in the first place. The account may well be in the process of being deleted. Experience suggests VM never seem to give any warning before doing that so you would have been unaware it was happening.

As an aside, VM no longer issue new email accounts to their customers and that change of policy towards their email service may well include a cull of any old email addresses that they should have deleted years ago.

If you are  a VM broadband customer the Forum Team (VM employees who support this forum) can check this out for you.

Sadly, if you are not a broadband customer they will be very limited in what they can do for you.

One of the Forum Team will contact you via this thread in the next day or so.

Finally, my advice would be that if you do not already have another non-VM email account you really should look to open one as soon as possible, here are some ideas 



I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media.

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Forum Team (Retired)
Forum Team (Retired)

Hello LondondAS2022, thanks for posting on our help forum and a warm welcome to our community.

We're sorry to hear of the issue with your email account and set up on your new device, please visit this link here to check and make sure you're using the correct setup for this laptop and our email service. 
Also, as coenoby above highlighted above have you been trying to change your password to a brand new and secure one that has never been used before for this email account?
Let us know more, we're happy to help.

Forum Team

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