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How to set up MyVirginMedia for secondary email accounts

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VM now seems to require a MyVirginMedia account for secondary email accounts but I can't find how to set one up.

Does anyone know how to do this? I can't find anything on the website.



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Bear in mind that VM no longer offer any new email provision for new or existing customers. New customers have to use a third party email address to register their account with VM.

So if you are trying to set up a new, secondary email address, I’m afraid you are out of luck!

Very Insightful Person
Very Insightful Person

@Nashga  Provided the secondary email account already exists then it will have a My Virgin Media account set up for it.  It isn't something that you need to create.

To access the My VM account make sure that you are logged out of any other VM accounts and then log into the My VM page using the secondary email address and password.


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How does that work if the ISP is no longer the email provider ?


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Hi, @Graham_A Thanks, but ... This worked for one of my secondary addresses but not the others. Now when I try to change my primary MVM password (Using an external email address as required by VM) no password I try is acceptable after error message says requirements not met and flags as invalid.

I have called support on this and similar errors (that I can see are reported on this forum) I can only wait and hope that all of these problems can be fixed - SOON!

@Vinergar all the secondary addresses I have were created and used regularly VMs latest restrictions.

Hi @Nashga,

Thank you for your posts and welcome to our community forums. We're here to help.

I'm so sorry to hear that you're having some trouble with your secondary email addresses. I can see that you've mentioned speaking with the team about this. Have they managed to help you resolve this matter, or do you still need some further help and support?


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Hi, still waiting on a call back on Issue/Incident/Problem/Case No: 10945200. (not sure how they designate it).

Hi, There seems to be a cascade of problems, all elated to password changes and secondary accounts, so I'll wait on a call back first , if you don't mind. Although if anyone can tell me how to contact directly whoever is dealing with my problems at a time that suits, when I'm home to deal with it that would be most helpful. I tried to do that via the standard helpline but all they could offer was to wait for a callback!


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Hi, just spent half an hour with the support team agent.

Turns out that as I have 5 virginmedia/ntlworld accounts as secondary accounts I need 5 EXTERNAL email addresses to set up 5 MyVirginMedia accounts to login to that will then allow me to manage password changes for these secondary accounts.

As part of the process setting up this capability it seems you need to reset the app password for that secondary account before you can then reset the 'normal' password for webmail use.

As you can imagine I have only done this for one of the secondary accounts so far.

This is the most illogical and downright irritating system for changing passwords I have ever come across on any of the systems I have ever used in my 40+ years in IT. It is not documented on the virginmedia website as far as I can see, as far as I know no customer notification of such changes has been issued, and it seems customers will only learn of it is they try to change 'normal' webmail passwords or app passwords. I don't believe that they have yet informed customers that they have now implemented a requirement for app passwords for using email clients or have documented it on the website. I suspect that is why there are so many 'email account locked' and 'password change' problems showing up.

Sorry if this seems like a rant - the only reason that I can think of for requiring customers to set up external email accounts in this fashion is to drive migration away from virginmedia email without actually being up front about it.

Why would I go to the trouble of setting up multiple external email accounts and then not using them except to change the occasional virginmedia email password.

I'm really **bleep** off at the moment.

Hi @Nashga, thank you for your posts.

We're really sorry to hear you feel this way 😔

We always take on board feedback we receive and will certainly pass this along to the relevant teams. 

Advice on how to manage your Virgin Media e-mail accounts can be found in this article here. Please refer to the section entitled "How to set up my Virgin Media email on a device".


Hi Daniel_Et, if it wasn’t clear from my previous post I now know exactly how VM wants us to do this and have done it successfully - that’s why I’m **bleep** off! As i mentioned there was never any prior communication direct to existing customers about this, although i get regular emails from VM on other subjects (most of which could be classed as spam), nothing on something as important as this.

Really poor customer service.