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Unable to access email

Tuning in

Like other users I am unable to access my emails. Error message says the account is locked. Impossible to carry out instructions for regaining access as the link to reset password expires immediately. 

This message sent on behalf of second user on the account. He is unable to register on the forums as he runs into the same access problem.

Please help.


Forum Team
Forum Team

Hi @LynneVMF 

Thanks for posting and welcome to the community.

Sorry to hear of the email issue. I'll send you a PM now to assist further.

Best wishes.

Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

Joining in

Hi, did you get this sorted?  I’m having the same issue and can’t get any help from Virgin at the moment. 

I found two previous hints in previous threads & combiined them to help my family member regain access. It turned out that one of the main obstacles was he was trying to access his personal (secondary) My VM account to make changes. He actually needed to be in the primary/master account to do this. He hadn't used that since 2009 (!).
Anyway here are  the posts that helped me - good luck 😀
1. from @Mingsy (

I had a similar situation last week. The workaround steps are listed below but bear in mind that it didn't work first time but succeeded the following day.

  1. Log in with your 'old' email address.
  2. Go to where you change your email address. Use a made up email address and follow the instructions.
  3. While still on the page change your email address again to the one you want to use. The new confirmation email should then work.

2. from @Robert_P (

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.