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Email Password

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  1. I have the same issue trying to change my password.  I think it’s a Virgin problem as everything else runs perfectly on my machine.  It’s so hard to contact anyone at Virgin for help!  Hopefully someone at Virgin will contact me via email or phone.  Will let you know!

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Still no reply from anyone at VM regarding my posted reply to the DEF01 error which prevents login and password change.   VM don't reply on twitter either.

Can anyone else help with this error that prevents a password change?

Come on VM show some customer care.

I have been trying to get someone at VM to deal with a tech problem with error message DEF01 - but instead of a useful reply all I get is pointless automated messages giving me unwanted 'badges' and 'welcomes'.

So frustrating.  Anyone else feeling the same??

Forum Team
Forum Team

Hi @AlanGearing 

Thanks for posting and welcome to the community.

Please do make your own thread in the future 🙂 this is to ensure no work missed and we've moved it for you this time.

Apologies for any email issue, we've not been able to locate you via the Forum detail provided.

I am going to send you a PM to see if we can assist.

Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

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Well someone from the Virgin ‘team’ did contact me (John) and was totally unhelpful and unsympathetic - if you have a Virgin email I strongly recommend you find an alternative without delay.  No resolution or help offered at all.  Virgin are unilaterally deleting email unless you are a current paying Virgin customer - I even offered to become a customer but John wasn’t interested.  The fact they were deleting 15 years of email history and all my current email links with banks and suchlike didn’t matter to him at all.

I will certainly never ever deal with any ‘Virgin’ branded company again.  I am appalled to be frank.

You have been warned!

Would be interested to hear if others are getting the same treatment.


Hi @AlanGearing 

Really sorry to hear that we were not able to resolve your email concerns today and it's disappointing to hear you feel this way.
Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed.

Here to help 🙂
Virgin Media Forums Agent

Thank you for your message.  Its actually very simple Carley.  Please read the message thread and 'John's' responses and see for yourself just what his service and attitude was like.

The 'help' you can offer is twofold:

i) Please do not delete my email account; and

ii) Resolve the DEF01 error so that I can log in.

That's all I am asking.

Best regards


Hi @AlanGearing.

Thanks for replying.

I'm going to take the bull by the horns and get this resolved for you.

If you don't mind, I will need to send you a private message to pass security. 
If you can check the Logo top right of your screen that would be great. 


Just to say that Gareth has been super helpful and has resolved the problem.

Thank you.  Credit where credit is due.  If all his VM colleagues were like him then we would all be loyal customers for life.

Hi AlanGearing.

Thanks for your time today.

Glad we have been able to get you access again to your webmail account.

If you need anything else at all, You know where we are.