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Our email addresses have ceased to exist

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Hi, the post below came via email while we were away on holiday.  Since coming back I've found that we can no longer access our main email accounts that we use. The only one it recognises is the  Virgin Media account email (this one) which I don't really use. I've tried resetting the password for the other email accounts but it doesn't recognise the email address.  In my VM account settings it also doesn't recognise the two additional email addresses, it's as though they never existed. Please can someone help? I've deleted the account number and name from the post. Thanks for any help.

Email received 24?07/2023:-

Your Virgin Media Account number: 
Our reference: VMIS159-SUSPICIOUS_ACTIVITY-F010841400
Your Virgin Media email account may be compromised and you need to take action
Dear ,
You have received this email as one or more of your Virgin Media mailboxes has recently been locked due to suspicious activity being detected.
It is important that you:
a. Do a full virus scan on your device with up-to-date anti-virus software
b. Reset your MyVM password to something new, unique to this account and secure.
c. To unlock your mailbox, please go to Account settings. Then click the Virgin Media Mail settings tile. Next, click Generate new App password. Your account should then be accessible
d. If using an email client, ensure you update the settings with the new App Password
e. If you notice any suspicious activity or have any concerns about your primary mailbox or additional mailboxes, please contact us at
After resetting your password, your mailbox will automatically be unlocked after 15 minutes.
Please ensure that the above points have been completed to prevent your mailbox from being locked again.
More help and support
For extra advice, or to double-check that this is a genuine Virgin Media communication, head to our community at, click 'Help forum' and join the conversation on the Security Matters board.
Kind regards,
The Virgin Media team

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It's the secondary email accounts that are missing.

Forum Team (Retired)
Forum Team (Retired)

Hey @Suel1951

Welcome to the Community Forums and thanks for the post.

Sorry to hear you have been having this issue with your email account, I can see you have spoken to the team since making this post, were they able to help provide any further information or timescales for you?


Thank you for replying. I spoke to VM last night who told me the team would contact me within 10 days. These are the only email addresses we use for everything so to say I'm disappointed is an understatement. We've been VM customers for years and these are addresses which shows how long we've had them. I can only think that VM have accidentally deleted them for some reason but we really need it sorting out urgently. I don't know what else to do. 

Forum Team (Retired)
Forum Team (Retired)

Hey @Suel1951,

I understand this can be frustrating, if you have spoken to the team they would have passed this over to the IT team who would be the best to gain you access, they will be in touch with you as soon as they are able to regain you the acces. Do let me know how this goes.


Hi Joseph, thank you for trying to help. I'll let you know if it gets sorted out or not. 

Hi Joseph, well as I expected, no call back from anyone. I really don't care now, we've finally replaced the ntlworld email accounts and gone through the extremely painful process of informing the whole world of our new ones. Since this was the only reason we've been hanging on to Virgin the contract will be cancelled as soon as it comes to an end. Unfortunately this won't be for some time but it can't come quickly enough.

Very sorry for this Suel1951,

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


Sue, you have done exactly what Virgin wanted i.e. to replace your ntlworld accounts