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I use two different email addresses for My Virgin Media and to access my emails

Tuning in

Having spent hours on the phone to support, I have got nowhere with my email issue.

I have 3 email addresses, only one of which works correctly across webmail, iPhone mail and MS Outlook.

The 2nd email works OK on iPhone and Outlook but not webmail

The 3rd doesn't work at all for the past 10 days and counting.....


On Saturday support changed my login email a third party (no idea why) but I need to change it again, the app refuses to save any changes

error message when trying to change the login emailGDCZUK_0-1716212882786.pngand it doesn't save

The only change it has managed to save is my memorable word.....,won't change my phone number either....



Tuning in

is there anyone at Virgin Media capable of helping to fix this asap??



Sorry to hear of the email issues experienced and the problems getting support in resolving this, we appreciate you raising this via the forums.


We have email support here for secondary accounts, sometimes a password reset is required. If you try these steps it should help generate a new password and allow access:


  • 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.


This is not the solution, I have ticket P012530131 in place, expecting a call from the IT team today.  The problem is actually that Virgin has disconnected an email address from the account, (I have 1 account & 3 email addresses) so no matter how many times I change the app password, the email in question will not work.



I don't seem to be able to make you guys understand and all you do is change the app email and password...... The solution is you need to fix at your side.

 I received a call just now and the customer support person said he needs to escalate to the higher team, which is who I was expecting the call from, 18 days after first reporting the issue I’m still not any closer to having the issue fixed.  This is a complete joke. There have been 3 tickets thus far, no fixes and promises of escalation to higher team but every call I get is the same, go through security verification, ask what the issue is, can't fix - escalate....just going around in circles, I need this to be dealt with by a senior IT adviser now - email address needs to be re-associated with my account... unbelievably inadequate support.....

still no call to fix this from Virgin Media escalated IT!


So I can give you an update on the the IT ticket, I've popped you over a private message.