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My email account has stopped working

Joining in

I am a Virgin Media customer. I too have stopped receiving emails. The instructions provided by Virgin Media don't work . 

1. I cannot access the page required to set my mail app password.

2. I've tried following the instructions  but am not getting the 'manage option' as shown below.

Step 2.
Next, we need you to generate a new password to be used specifically for signing in to third-party mailbox apps (like Outlook or Gmail) to access your Virgin Media Mail emails. Even if you don’t use these apps to access your emails now, we still need you to reset the password anyway to fully secure your account.

  1. Sign In to My Virgin Media
    a. Go to Account settings, then Account details
    b. Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail
    c. Then, under Virgin Media Mail app password tap Get password

I'd really appreciate some help and in simple terms please as I'm finding this issue really difficult to comprehend / resolve.

Thanks in advance


Very Insightful Person
Very Insightful Person

@caterhamcsr260 wrote:

  1. Sign In to My Virgin Media
    a. Go to Account settings, then Account details

Do you see the highlighted option towards foot of page:

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Tuning in

Hi, i've been locked out of my email today, followed instructions to set up link to other email to reset password but get an error message. i was unaware that these accounts had time limits and were being closed off.

I've had it for near 20 years so almost everything linked to that account


Forum Team (Retired)
Forum Team (Retired)

Hey @Maxgreen,

Welcome to the Community Forums and thanks for the post.

Sorry to hear you have been having this issue, can you confirm with your account, are you still a current Virgin Media customer with an active account with us?


No I'm not, I've had the email account that long (over 20 years) so I wasn't even aware that was a requirement 

Forum Team (Retired)
Forum Team (Retired)

Thanks for getting back to us @Maxgreen,

I can see my colleague has responding to you via your other thread, if you get back to us there we can continue to discuss this further with you.