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email address not recognised

Joining in


Setting up a new PC, I find that I can't remember my Virgin email password.

When I try to use the the reset password page, I receive the message:

"Please ensure you provide the email address you use to sign in to My Virgin Media."

So it seems my email address isn't recognised. However, I can still receive and send emails via my phone.

My email is a address


When I use the 'forgotten email address' link, I receive two messages:

"Oops, we've ran into a problem.
Wait a minute and try again. If this doesn't work, please come back later. (Code: DEF01)"


"We haven't been able to find your details with the information you have provided"


Please help 🙂


Forum Team
Forum Team

Hi @simonsimmons,

A warm welcome to our Community Forums and thanks for your post. 

I am sorry to hear you're having some issues accessing your email account. 

I'd love to take a closer look into this so will pop you a PM now to confirm some details. 

Please keep an eye out for the purple envelope icon in the top right hand corner of your page for my message. 

Speak soon!

Forum Team

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