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Locked out of email

Joining in

Hi, I’m currently experiencing the same issue with my email account. I tried following the instructions but when following step 1 it made me change my email address and now when I try to log in I get code DEF01. 

as always virgin support have been no use whatsoever. We go on holiday next week and all our travel details, flights, hotels, car hire everything you can imagine is locked in my email account. 

if anyone can PLEASE 🙏 help that would be hugely appreciated. 




[MOD EDIT: Post split to create own thread]



Joining in

I've recently experienced a similar experience, I haven't been able to send any emails for 6 days.

Hello Dellboy


We're sorry to hear of the email issues experienced, we appreciate you taking the time to raise this via the forums.


Do you get any error messages when trying to access the account? Can you try following these steps to see if a password reset allows 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.