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Locked out of Virgin media email account

Tuning in

Hi there, I've been locked out of my Virgin Media ( email account since Thursday afternoon. I managed to speak to someone from Virgin customer services helpdesk on Friday morning and she opened a ticket for Virgin internet security team and said they'd call me on Saturday morning. no one called. I'm still locked out - can't see any past or present emails or my contact email addresses - I'm unable to work so urgently need help. Can anyone tell me how to contact Virgin Media's internet security team, please?


Forum Team
Forum Team

Hi there @Gingerhack 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue with your service and thank you again for your post. I'd be happy to check on this ticket with you via a Private Message.

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message. 


On our wavelength

I have this problem too.

Tuning in

I feel your pain

Hi there @PrincessMatilda 

Thank you so much for your post and welcome to the community forums it's great to have you back.

I am so sorry that you have faced these issues with your service and thank you again for letting us know. Can I ask if this email attached to a current and active broadband account that this email is linked to? 

On our wavelength

Yes it is

I have totally lost my email address which I use to contact the NHS and GP and I need this as I am a cancer patient. It’s just disappeared during the process where I had to use a non Virgin Media to replace it. So now I have a gmail address listed under my main Virgin Media account. I try to log into the gmail address and it say I cannot access my email account. I do hope this doesn’t affect the workings of my gmail account😂😂😂😂

On our wavelength

I’ve tried to recreate my email account using manage secondary email accounts and it allow me to out in the details but says it will send an Invitation email to the account, and account which it seems is invisible.

Hi PrincessMatilda,

So I can get a few more details from you to help, I've popped you over a private message.


Hi Ashleigh, thanks for replying - unfortunately, as I was locked out of my Virgin Media ntlworld email account for 10 days, I wasn't able to see your reply until today. As I am a freelance journalist, being locked out of my account with no access to emails or in many cases, people's contact details that were within those emails was extremely difficult and has caused me to lose work and annoy editors. In an effort to resolve the situation over the past 10 days I've spoken to four Virgin Media customer service helpline people. On two occasions they told me they'd opened tickets and gave me reference numbers and promised call backs from teh internet service team but those calls never happened. The third person I spoke 48 hours ago) was on the phone to me for 2 hours before he was finally able to unlock my email account. I was back in my email account but only, alas, for a few hours before it was locked again. The fourth Virgin Media person I spoke to yesterday told me the problems I and others are having is due to a server being upgraded and that this has affected at least 4,000 Virgin Media customers that she knows of - possibly more. I believe it would have been polite and professional for Virgin to let me/the others know this was the reason and that it wasn't just me having this problem. I am back in my email account now but I am extremely nervous that the same thing will happen again. I am making plans to switch all my emails over to my gmail account. I would like to emphasise that all the individuals on the customer service helpline I spoke to - including Ren, Akash and May - were excellent and did their very best to help. But overall, I am extremely disappointed with the poor service and lack of communication from Virgin Media. It has not impressed me at all.