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Support for my email account

Joining in

The password for my email account has been compromised and I want to change it. I've spoken to 3 different people at technical support and none seems able to help. What can I do?


Very Insightful Person
Very Insightful Person

To reset the password:

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
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The OP (tettenhall11) is my mum, so I'm posting here to clarify her request.

She needs the mail password for her account changed, not her My Virgin Media login.

The My Virgin Media login is just an OAuth identity that links to other accounts within Virgin Media, such as mail accounts. However, the old NTL accounts have their own mail server passwords used for SMTP/POP3/IMAP. Changing or resetting the password for the OAuth identity (My Virgin Media) will not affect this.

Is there a number to call or someone who can help with changing the password for the mail account? I have seen similar requests on these forums in the past, where a community helper will PM the person directly to provide assistance.


Very Insightful Person
Very Insightful Person

The password used to manage / access the account is the same across: My Virgin Media, webmail, and IMAP / POP3 / SMTP.

Is she able to access Login to My Virgin Media | Virgin Media, if so can she access webmail?

That seems to be true of new Virgin Media mail accounts, but does not seem to be true for the old NTL mail accounts such as, etc. Those accounts are added to the primary mail account as an additional account, and changing the password of the primary My Virgin Media account does not change the password for these.

She can access her My Virgin Media and webmail accounts with no problem. The problem is that she needs the password changing for her mail account because it has been compromised and someone else is accessing it. Changing or resetting the password for her My Virgin Media / primary account does not change the password for her mail account. We have confirmed this multiple times, and have reset her password several times, including getting support staff to reset it for her too. 

This is presumably all because OAuth identities were never linked to these old NTL mail accounts, so changing your account password has no effect on them. I would suspect that you have an admin portal for your open-xchange (OX) mail server that a mail admin will need to use to change the password. I suspect a mail server admin at Virgin Media may also be able to use the built-in /opt/open-xchange/sbin/changeuser tool.

Very Insightful Person
Very Insightful Person

Sorry my mistake, you need to go here Forgotten your Password? | Reset Here | Virgin Media , enter the secondary email account's email address, then follow the instructions.

FYI it is no longer possible for the primary account holder to reset secondary account passwords

That doesn't work, unfortunately. I receive the following message:

You can’t reset your password online right now, as you don’t have additional details set up on your account.

To reset your password, please contact us and one of our team will help you.

To clarify, this isn't a secondary Virgin Media account, it's an additional mail account. It's her original, old NTL mail account that was used back in the ADSL days of Virgin Media before email addresses were a thing. Her account is configured to pull in mail from her mail account, as follows:


As I said, this will probably need to be changed by a mail server admin on the open-xchange backend, as I don't believe you have an end-user password reset capability for these types of mail accounts.

Could I kindly request this to be escalated to your IT cyber security team, or could you provide a contact for that team? The inability to change passwords on these mail accounts poses a security risk, and they would likely know which internal VM engineering team would be responsible.


Hi there Codehook.

Thanks for your detailed responses and welcome back to the community.

To further investigate this I've dropped you a PM.

You'll find the message within the purple envelope icon.