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Lost email account

Tuning in

Hi ever since maintenance on virgin emails the other week I am unable to access one of my email accounts. This is the one I use for all my important emails.


This is the error message I get, I have been unable to access this account for over a week now and I need to access some historical emails urgently. Please advise when I can expect this issue to be resolved.


Forum Team
Forum Team

Hello Tmc12


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


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. Are you ble to access the email account via webmail?


If so, you may need to reset the password on the account, to do so please follow these steps:


  • 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.

Let us know if this helps resolve the issue.