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Unable to connect to Virgin Media email using Windows Live

Joining in

Hi All,

Its been over a week since I have been able to open up Windows Live Mail on my PC and get any new emails. It looks like the account has been locked from my side.

I have raised several tickets and used the online chat facility but none of the helpdesk staff seem to be able to perform a simple password reset? They say they have reset it but none of the new passwords supplied have worked.

Has anyone else experienced this before and can advise how they got it resolved please?

Many Thanks 



Forum Team
Forum Team

Thanks for your post on our Community Forums @Pabs666, and a very warm welcome to you!

Sorry to hear of the issues experienced with the E-Mail account.

Can you please confirm if you have been able to access the E-Mail account, and complete all actions via our webmail service?



Hi David,  No unfortunately the Virgin Media tool to reset passwords is not working it keeps advising you must change your primary email address which I don't want to do. Hence the requests for assistance on the Virgin media helpdesk etc. I was told someone would be calling to resolve it today but so far no calls or contact from anyone at VM other than yourself on here. Thanks for reaching out though. Paul. 

Very Insightful Person
Very Insightful Person

@Pabs666 Following a recent security change by VM you cannot change the password without changing the username for the email address to a third party email.  This does not change the underlying primary email address just the way you sign into it.

See here for more information:


I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Please read the FAQs
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Morning Graham, I have tried to change the email address using the Virgin Media web tool etc but its not currently sending me the verification email so I am stuck again sadly. Is there another way to get some assistance from Virgin media themselves as I am still not getting any help from them.

Hi again @Pabs666 

Thank you so much for popping back to us and I am so sorry that you have not yet been able to change the username or password, I'll be happy to pop you a private message across so we can look into this further.

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.

Hi there @Pabs666 

Thank you so much for chatting with me via the PM and I am so glad that this has now been resolved. 

Please do pop back to the forums in the future should you ever need any help and we will do all we can to assist.