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Unable to log into email

WildWayz
Up to speed

Hi all,

I had a Virgin Broadband account previously which had a mailbox attached to it. I left VM as the prices went up and retentions wouldn't honour the previous price (even though they had for the last 9 years).

I left VM and re-joined 2 years later when O2 merged with Virgin Media (I work for O2) - so I re-signed up under the staff account plan.

My email was part of the historic email issue, but when I click to log into my email, it comes back with:

 

 

Your Virgin Media Mail account is currently unavailable


This is either because your Virgin Media Mail account is locked, or because you don’t have an active account with us anymore.

If you have an existing Virgin Media Mail account with us, please follow the steps below, as your account may have been locked as a security precaution.

 

Follow these steps unlock your Virgin Media Mail account

 

Step 1.
Go to My Virgin Media : to create a new password for your My Virgin Media account. We need you to create a new password for this account as there may have been a security breach.

  • Select Sign In
  • Select Forgotten your email or password? under the password box
  • Follow the instructions to change your password

 

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
  2. Continue the flow and a new secure password will be generated for you
  3. Update any third-party apps that you use to access your Virgin Media Mail emails with this new app password

 

Please note that as this password is separate from your sign in details for My Virgin Media (or any Virgin Media apps) this won’t affect your My Virgin Media password. So, if you check your Virgin Media Mail emails through My Virgin Media or at mail.virginmedia.com, you'll still only need your My Virgin Media password.

 

Step 3.
Once your password's reset, make sure your emails are not being forwarded without your knowledge.

  • Go to mail.virginmedia.com
  • Sign in with your username and password
  • Click on Menu (top right) and then, Settings
  • Expand the Email option
  • Select Auto Forward

 

This will show any email addresses set to receive forwarded emails from your Virgin Media mailbox. If it shows one you don’t recognise, select and delete the forwarding rule.

 

Virgin Media takes your security very seriously. That’s why we always want our customers to know what’s happening as soon as an issue is detected. It’s our policy to proactively advise customers of external security threats which may affect them in the ever-changing digital world.

 

For more help and support, see our Compromised Mailbox Alert.

 

-----------

 

I have done all of the above, but I still cannot log into my mailbox, or create a new one etc. 

Any chance anyone can have a look? PM me for my account info.

6 REPLIES 6

Ilyas_Y
Forum Team
Forum Team

Hi there @WildWayz thanks for reaching out to us on the Virgin Media forums. 👋🏼

I'm sorry to hear about the issues with the emails. 😞
I will assist you further on this and get the assistance needed.
I will send a private message.

Kind regards,
Ilyas.

Ilyas_Y
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Hi Ilyas 

I've not received any private messages from you yet.

James

Thanks for the reply @WildWayz.

I am so sorry for this, that was my error, I will send one right now.

Kind regards,
Ilyas.

Ilyas_Y
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Thank you - i've replied to the message 🙂

James

Thank you @WildWayz.

We will carry on the discussion in private and reply here once the issue has been sorted.

Kind regards,
Ilyas.

Ilyas_Y
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Ilyas_Y
Forum Team
Forum Team

Hi @WildWayz, thanks for speaking with us today!

I'm glad we have been able to find the issue that caused this and place in a fix.
As advised - the fix will take 24 hours and we can follow up from there, if you have any other queries, we are more than happy to assist. 🙂

Kind regards,
Ilyas.

Ilyas_Y
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs