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Your Virgin Media Mail account is currently unavailable

Tuning in

For more than four years when I try and log onto emails I see the following

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, 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
  • 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.

The option in step 2 does not exist.

I am sick to death in resetting the password and this is not helping

I have tried online chat and that is a waist of time and is always busy

I only want to access emails online so I can settup outlook


Accepted Solutions

Hi @MarkALawlor 

Thanks for posting and welcome to the community.

Sorry to hear of the email issue.

I'm going to send you a PM now to assist further with this.

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

See where this Helpful Answer was posted


Alessandro Volta

Do you mean that you've not used it at all for four years? If so it's probably been closed by VM. 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.


I have been using microsoft mail to access emails, which is now being changed to outlook

I have not been able to access emails via the web for years

Hi @MarkALawlor 

Thanks for posting and welcome to the community.

Sorry to hear of the email issue.

I'm going to send you a PM now to assist further with this.

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

On our wavelength

This post has been a lot more use to me than dealing with VM via WhatsApp for the last six days!
Out of the blue I got the same message and unable to access my emails via either my phone or laptop. Their original 'work around' was to set up a new email address as ntlworld was being made redundant!  I declined as that would have given me major headaches getting my old address replaced on all my accounts!  Eventually they unlocked my laptop, but this involved going through a third party email address.  However, not my phone access. Then when I got access via my phone I couldn't get access via my laptop.  Then when I logged out I couldn't log back in due to a password failure!
Today, after four and a quarter hours on WhatsApp I have access on both devices.  But on my phone I now have to go onto internet, open My Virgin Account then click on the email option!  Before I just hit the Mail button, then click on the Virgin address!
At no time have they divulged what the alleged security breach was.   As the original message (above) had disappeared I lost the Step 3 action to take.   On two separate occasions I have requested a link to the steps I need to take - no response!  So much for ensuring the alleged security breach isn't still active!
To cap it all, Virgin decided to prove how incompetent they are by 36 hours after locking my account sending an email to me telling me my account was frozen and what action to take - only yes, you've guessed it. They sent it to the email address they had locked me out of!

Every time I have attempted to contact VM through WhatsApp, I have had to go through a right beaurocratic nightmare.   They ask numerous questions where you have to repeat what your problem is. Also, their protocols are not consistent.  Some multiple choice questions require you to give the number and wording in full. But others require only the words!  Frustrating!  Also, probably due to the fact that they are receiving so many complaints from users, you can expect to wait a long time.
After going through their hoops I received a message to say they'd be with me asap. This was at 6:44 pm. The next day at 07:56 I received a message to say give me 5-8 minutes, I'll be right back ... At 12:06 I sent a message wanting to know what was going on!  I then got the 'do you still require help' message!  After that, every time I received the 5-8 minutes message I responded, which seemed to prompt the agent to engage with me!   Not a happy bunny!

On our wavelength

I have the same problem as above this morning. I have tried to follow instructions but there seems to be a step missing. I am now in such a mess I could cry. Could anyone help me please?

Hi cathie, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

We're sorry to hear you're having issue with accessing your email account. So we can help, can you please expand further on the issues you are having? We'd need to know the following: 

  • ➡ Are you able to sign in to the account via webmail, through your My VM account?
  • ➡ Are you accessing the mail through a mail client or app?
  • ➡ What error message are you seeing?
  • ➡ Have you followed the steps to resetting your password, updating to a third party email address and generating an app password?

Pop back and let us know so we can help you further. 


Forum Team

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

On our wavelength

1. No that error message is the one I get when trying to sign in to webmail

2. Normally I access mail on iphone, ipad and iMac through Mail. I have not tried on a PC.

3. The error message is the one I posted.

4. I have tried to follow the steps - I have changed my email address to my apple webmail one but I was not able to generate an app password and now all I can do is arrive at the page with the message that my email account is locked

On our wavelength

Any chance you could get back to me please? I've tried other routes for help, I feel this is my best hope!