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Email account locked ~24 hours - no idea what to do

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My Virgin Media email account has been locked for about the last 24 hours - whenever I try to log in I get the "Your Virgin Media Mail account is currently unavailable" message with the various steps to supposedly unlock it. Last time this happened it turned out to be a major outage affecting loads of people and the steps to unlock didn't work, but I've tried anyway.

The first step is to change password for My Virgin Media (which I can still log into fine), but having tried to do that I'm getting a message saying "Before you change your password, we need you to verify your recently updated email address". But I haven't updated my email address recently and the address linked to my account is still the address that I can't access. And because I'm stuck on step 1 I can't proceed to the next step listed to try and resolve the problem.

Can someone from the Virgin team help, please? I am at a complete loss as to what I should do next, I'm abroad and this is really impacting my ability to make any arrangements for my trip.


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Any help, Virgin? Email still inaccessible, might be an idea to reply to your customers when they use the only channel available to them to seek help.

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Bumping again - now nearly 48 hours with no access to email. Do Virgin just cherry pick what they're going to answer on their own support forum and ignore everything else?

Has anyone else had this problem and actually been able to get the steps listed to resolve it to work?

Alessandro Volta

Topics are answered in turn. Replies from the VM forum team can take up to several days but are usually quicker.

Bumping your topic can sometimes have the reverse effect of what you intended.

There have been a lot of similar posts just recently (possibly linked to VM's changed login requirements involving third party email)

Hi 'Too Confused' 👋 Welcome to the community forum!

Thanks for posting. Sorry to hear about these issues with your email access! We appreciate this must be frustrating. 

We will need to send you a PM to confirm a few account details so we can take a closer look and offer support with this. I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞


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I think it's worth me revisiting this topic to say that my problem was resolved and then my emails have been locked again while I was literally in the process of sending some messages. No idea what is going on but this isn't really good enough from Virgin.

Sorry to hear that this concern has returned after being resolved @TooConfused 

I can see that my colleague has already invited you into private message to assist with this further.  

Here to help 🙂
Virgin Media Forums Agent