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Loss of Email - F010762348




We are aware that some customers are experiencing issues with their email service and are very sorry for the inconvenience this is causing. Our teams are working flat out to fully restore all emails as soon as possible.


Update 13/07/23 - This has now been resolved. If you are still having issues, please make your own separate post giving as much detail as possible.

3,132 REPLIES 3,132

I'm still having issues with my PC client but first I'd like to get webmail working.

The primary account seems OK but a secondary displays "The provided login data to access e-mail server seems to be wrong. Please correct them."

Trying to change it in Edit displays "Validation of server failed due to invalid credentials"

There is a route to change the secondary password here which I have gone through and it tells me it was successful, but logging in shows the same error for the secondary account.

Help needed!

Zach - The thread says the same old thing. We need more than just 'we are sorry and we are working on it'. Is it ever going to work properly again? If so, when? VM may hide behind its T&Cs but it has a responsibility to deliver what we pay for. That includes the e-mail service.

My wife and I are now seeing weird e-mail experience. The mail app on her Samsung mobile does not recognise our secondary account at all. We have put in correct passwords that work for my iMac and iPhone but her mobile  cannot access the account. Her laptop can but not the mobile which, like mine, was recently switched to O2.

In addition, a test e-mail sent from my primary account to our secondary account arrived in her inbox on her laptop but not in the inbox in either of my iMac or iPhone. I have also noticed the last couple of days that our broadband has stopped working, requiring a hub re-boot twice. This is another element of the unusually bad and unacceptable service we are getting.

Dialled in

Started to get emails but dozens coming in from Virgin Community regarding all the complaints relating to the email issue. I see Virgin service status is been put back again until 13:30. 

Tuning in

My email account has regained some function however all emails older than the 20th have disappeared from my mail box. Is therer any timeline to getting this all restored correctly?

The thing is there is no issue with email because mine is working fine.

Just can't seem to find away of resetting her password connected to the email account to be able to  put in the email settings on her email app.

Thanks for confirming 😊

Just to check, was the delete option only being given when logging on via webmail here?

Let us know.



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Tuning in

Hi been over 3 days now and I am still waiting to be able to access all my historical emails in folders (prior to current issue). When will this be resolved as have important information I need to be able to see and use.

Joining in


We have 2 email accounts. One seems to be receiving emails OK and folders OK. The other hasn't received any emails by POP or IMAP, and cant login. Should I assume the other account is locked, or is it still an ongoing problem with the Server?

Very Insightful Person
Very Insightful Person

@PaulH2011 wrote:Trying to change it in Edit displays "Validation of server failed due to invalid credentials"

That is because a few weeks ago Virgin Media made another change to their email service which means that when you reset a VM email password you now have to generate a mail app specific password to use instead or your webmail password when accessing that email address via any third party email apps or clients on all your devices. 

That also applies in your case because you are effectively using your webmail account as an email app to manage your secondary VM email account.

These days the forgotten password route is not the best way to reset you password because as far as I am aware it does not give you the option to generate that mail app password. Here's how to do that:

  • Sign in from this link  using the VM email address and existing password of the secondary email account you wish to reset.  That will take you to the relevant "My Virgin Media" account for that secondary email address.
  • Then click on the "Account settings" tab and then  the "Account details" tab. Scroll down that page and you will see a place to edit the password.
  • If you scroll further down the "Accounts details" page to "Mailbox app password management." and click on "Manage" you can then generate an app password which will be in the format:   video-post-mossy-sharp

You will then need to enter that new app password (including the "-") into the password field in the password box in the Edit option in webmail that you used earlier.


I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media.

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Hi @Eccyboy 


Thanks for posting on our community forum and sorry to hear about the issues you're experiencing with your email.


We apologise again to those individuals who have been experiencing issues with their email services since Monday. Our teams are continuing to work on restoring all users’ access as a priority and we will do this as soon as possible.



Forum Team

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