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email password

Joining in

I have no accounts with Virgin other than an email address which I access on my PC. Up until 2 days ago this was functional. Unfortunately I have forgotten the password. Following the links through "sign in to my Virgin media" I have accessed the change password section. My email address is verified and I have answered the 2 ID check questions. Now the fun starts - it doesn't matter how basic or complicated I make the new password, I get the message "you cannot use that password - choose another".

I have spent 2 days on the phone and via WhatsApp webchat with what seems like every department in Virgin and got NOWHERE. I know the email address works because I can see it on my iPhone and people are still messaging me. The last information from Virgin was "you need to change to - but that will mean losing everything tied to

They also suggested calling the Support line, but as I don't have a Virgin account, I get no further forward.

Any ideas out there??


Forum Team
Forum Team

Hi @TonyS4


Thanks for posting on our community forum and sorry to hear about the issue regarding your email.


Just to double check - do you currently have an active broadband account with us? If not, the chances are the email will be gone for good as we do not allow any non-customers to have Virgin email accounts unfortunately. We can investigate further if you do have an active broadband account with ourselves, please do let me know.



Forum Team

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