Help Centre

Other Code

'Oops...' error codes other than '007' or '008' mean your Virgin Media Mail account is temporarily unavailable because of an issue with Virgin Media Mail's servers. These errors usually resolve themselves within a few minutes, so please wait a bit before trying to use your account again. While your account is inaccessible, your messages and account information are safe.

If you continue to see this error over an extended period of time, please let us know so we can look into the issue.

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Can't sign out

• This may be due to a conflict with your security software
• Try clearing cache
• Disable Firebug browser extension
• Try secure site at https://mail.virginmedia.com
• Contact us

Settings won't save

• This may be due to a conflict with your security software
• Try clearing cache
• Disable Firebug browser extension
• Try secure site at https://mail.virginmedia.com
• Contact us

Technical Difficulties in Chat

If your Chat window indicates that you're having 'Technical Difficulties', you're likely to be experiencing a problem with your browser cache. Try clearing your cache and log in to Virgin Media Mail again.

Chat in Virgin Media Mail is not currently supported for Safari, Mozilla or Netscape. If you want to use Chat, we suggest Internet Explorer 7 or Firefox 2 for a faster and better Virgin Media Mail experience. You could also try our secure site or contact our technical support team.

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• I can't save changes to my settings
• I'm missing features on some browsers
• Mail Fetcher setup problems
• I want to change my username
• Mail Fetcher isn't importing messages
• Messages are filtered to Spam
• Messages are skipping my inbox
• Messages are filtered to Bin
• My password doesn't work
• I forgot my username
• My inbox won't load
• Temporary Error (502)

If your issue isn't listed above, try contacting our technical support team for further assistance.

Unresponsive Send Button

• This may be due to a conflict with your security software
• Try clearing cache
• Disable Firebug browser extension
• Try secure site at https://mail.virginmedia.com
• Contact us

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Troubleshooter: Incoming Encoding Garbled - Language

Virgin Media Mail encodes your mail based on your language settings -- if you can't properly receive messages in languages other than English, we suggest adjusting your browser's encoding settings.

To adjust encoding settings in Internet Explorer, please follow these steps:

1. Click the 'View' menu at the top of your browser, and select 'Encoding.'
2. Select 'Unicode (UTF-8)' from the list of options.

If you continue to have trouble reading mail in languages other than English, the problem is most likely a result of mail clients which convert encodings during the transmission of messages. We are aware this issue, and our engineers are working diligently to find a solution.

In the meantime, you can view messages properly by opening the original sent message. To view the original message, please follow these steps:

1. Log in to your Virgin Media Mail account.
2. Open the conversation containing the message you would like to view.
3. Click the down arrow next to Reply, at the top-right of the message pane.
4. Click 'Show original.'

If you're still experiencing issues after following these instructions, please contact our technical support team.

Troubleshooter: Incoming Encoding Garbled

Each time you view messages sent to your Virgin Media Mail account, our system determines what encoding was used by the sender in order to display the mail. If Virgin Media Mail isn't able to accurately detect the encoding of a message, it may not be displayed properly. Our engineers are working hard to find a solution to this problem. In the meantime, you can view your messages by opening an original copy. Here's how:

1. Log in to your Virgin Media Mail account.
2. Open the conversation containing the message you would like to view.
3. Click the down arrow next to Reply, at the top-right of the message pane.
4. Click Message text garbled?

Here's how to adjust encoding settings in Internet Explorer:

1. From the View menu, select Encoding.
2. Choose an encoding from the list of options. (Additional languages are available by selecting More.)

Here's how to adjust encoding settings in Firefox:

1. From the View menu, select Character Encoding.
2. Choose an encoding from the list of options. (Additional languages are available under More Encodings.)

Here's how to adjust encoding settings in Safari:

1. Click View along the top of your browser, select Text Encoding.
2. Choose an encoding from the list of options.

If you're still experiencing issues after following these instructions, please contact our technical support team.

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• Nothing happens when I click on links or messages
• A message wasn't delivered to me
• My inbox won't load
• 'Oops...' error with code '007' or '008' when clicking links or messages
• Message encoding was garbled
• An incoming message bounced back to the sender
• An incoming message was delayed
• 'Oops...' error with a code that's not '007' or '008' when clicking links or messages
• I get stuck on a blank white page
• Attachments won't download
• Mail Fetcher setup problems
• Mail Fetcher isn't importing messages
• Messages are skipping my inbox
• Messages are filtered to Spam
• My browser redirects endlessly
• I can't receive attachments
• Messages not in English are garbled
• Messages are filtered to Bin
• How do I move messages out of Spam?
• There's spam in my inbox
• I need to block a sender
• A contact's mail to me is marked as spam
• How do I delete spam?
• An attachment was renamed
• An attachment was renamed 'Noname'
• My password doesn't work
• I forgot my username
• Temporary Error (502)

If your issue isn't listed above, try contacting our technical support team for further assistance. Pop Issues

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Returned to login screen

• This may be due to a conflict with your security software
• Try clearing cache
• Disable Firebug browser extension
• Try secure site at https://mail.virginmedia.com
• Contact us

Is POP enabled?

To make sure POP is enabled:

1. Click Settings at the top of any Virgin Media Mail page.
2. Click the Forwarding and POP/IMAP tab.
3. After enabling POP access, click Save Changes so that Virgin Media Mail can communicate with your mail client.

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• Configuring POP
• POP download problems
• POP sending problems
• How do I know if POP is enabled?
• I'm prompted for my username and password
• Mail Fetcher setup problems
• I'm using multiple POP clients
• My password doesn't work
• I forgot my username
• My inbox won't load
• Temporary Error (502)
• 'Oops...' error with code '007' or '008'

Attachment won't download

• This may be due to a conflict with your security software
• Try clearing cache
• Disable Firebug browser extension
• Try secure site at https://mail.virginmedia.com
• Contact us

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Troubleshooter: Incoming Message Not Received

There are a number of reasons why messages may not arrive in your inbox. Messages can also skip your inbox and end up in your All Mail, Spam, or Bin labels, as the result of automatic spam filtering or filters that you've set up on your account.

Please check your Spam and Bin labels, and try performing a search of all mail in your Virgin Media Mail account for the message in question. You can search for conversations by entering the sender's name, the subject of the email, or a phrase from the content of the email, if you know it. Click Show search options, located next to the search box on any Virgin Media Mail page, and make sure that Mail & Spam & Bin is selected in the Search field. Please note that Virgin Media Mail search results don't include matches to partial strings or matches that are 'similar' to your query, including plurals and misspellings. If you search for vacation, Virgin Media Mail returns emails containing instances of vacation, but does not return emails including vacations or vaccations.

Did this fix your problem ? If not, please contact our technical support team for further assistance

Outgoing messages are garbled

Each time you send messages from your Virgin Media Mail account, our system determines what encoding to use to properly store your text. Factors that determine the encoding choice include your Virgin Media Mail interface language, the character encoding settings in your browser, and the text you've typed in the message body.

If recipients are unable to properly view messages you've sent, we suggest they change their browser encoding settings.

If you know the recipient domain supports UTF-8 encoding, enabling UTF-8 encoding in your Virgin Media Mail settings will solve most encoding issues.

Chat is disabled

If your chat is disabled, it may be because your network administrator has disabled it, on a corporate network at your workplace for instance.

If you've established that Chat is not blocked on your network, you're likely to be experiencing a problem with your browser cache. Try clearing your cache and log in to Virgin Media Mail again.

Chat in Virgin Media Mail is not currently supported for Safari, Mozilla or Netscape. If you want to use Chat, we suggest Internet Explorer 7 or Firefox 2 for a faster and better Virgin Media Mail experience.

If you use the Firebug browser extension, you may need to disable it in order for Virgin Media Mail to work properly. You could also try our secure site or contact our technical support team.

Is IMAP enabled?

To make sure IMAP is enabled:

1. Click Settings at the top of any Virgin Media Mail page.
2. Click the Forwarding and POP/IMAP tab.
3. After enabling IMAP access, click Save Changes so that Virgin Media Mail can communicate with your mail client.

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Chat won't load

If your chat won't load, it may be because your network administrator has disabled it, on a corporate network at your workplace for instance.

If you've established that Chat is not blocked on your network, you're likely to be experiencing a problem with your browser cache. Try clearing your cache and log in to Virgin Media Mail again.

Chat in Virgin Media Mail is not currently supported for Safari, Mozilla or Netscape. If you want to use Chat, we suggest Internet Explorer 7 or Firefox 2 for a faster and better Virgin Media Mail experience.

If you use the Firebug browser extension, you may need to disable it in order for Virgin Media Mail to work properly. You could also try our secure site or contact our technical support team.

Troubleshooter: Incoming Message Delayed

If you've received new mail, but noticed a delay between the sending and delivery times, the most likely cause is that the sender's mail service is experiencing problems. You should check with the sender if their mail to other recipients is being delayed. You could also try to contact their customer support department to learn about any ongoing issues, and request that they examine their forwarding logs.

Occasionally, Virgin Media's mail servers take some time to deliver messages. If the problem persists, try visiting our Service News to see if there are any maintenance issues ongoing with our email service.

Troubleshooter: Incoming Message Bounced

If a sender's messages to your address are being returned as undeliverable, the bounce message that they receive contains more information about the issue. Please ask the sender for the details of the bounce message and select the appropriate option below.

• The message was returned due to an 'Illegal attachment'
• The message was returned because my account was 'Over quota' or 'Inbox full'
• The bounce message stated 'Message size exceeded'

If the bounce message indicated a different error, please try contacting our technical support team for further assistance.

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Chat Issues

• Chat won't load
• I don't have Chat in Virgin Media Mail
• Virgin Media Mail says my network administrator has disabled Chat
• My friends don't appear in my Quick Contacts
• Chat is frozen
• Virgin Media Mail says I'm having technical difficulties with Chat
• I want to disable Chat in Virgin Media Mail
• My chat history isn't being stored
• My password doesn't work
• I forgot my username
• My inbox won't load
• Temporary Error (502)
• 'Oops...' error with code '007' or '008'

If your issue isn't listed above or in the links to the left, please try contacting our technical support team for further assistance.

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Sending issues

• 'Oops...' error with code '007' or '008' when sending
• Nothing happens when I click send
• 'Oops...' error with a code that's not '007' or '008' when sending
• An outgoing message wasn't delivered
• An outgoing message bounced back to me
• I can't use Rich Text formatting
• I reached the sending limit
• An attachment was too large
• A message I sent had garbled encoding
• An outgoing message was delayed
• I couldn't send an executable file
• My password doesn't work
• I forgot my username
• My inbox won't load
• Temporary Error (502)

Unresponsive contacts import or export

• If, when trying to import or export contacts, nothing happens and no error is shown, this may be due to a conflict with your security software
• Try clearing cache
• Disable Firebug browser extension
• Try secure site at https://mail.virginmedia.com
• Contact us

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Login Issues

• Stuck on 'Loading...'
• My password doesn't work
• 'Oops...' error with code '007' or '008'
• Stuck in Basic HTML view
• Temporary Error (502)
• 'Oops...' error with a code that's not '007' or '008'
• Stuck on a blank white page
• I forgot my username
• My browser redirects endlessly on sign in
• I can't sign out
• I don't want to be signed in automatically
• Account Lockdown: Unusual Activity Detected
• 404, 405 or 'Page not found' error
• ActiveX error
• Cookie functionality error
• Security certificate problem

If your issue isn't listed above, try contacting our technical support team for further assistance

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Contacts Issues

• My 'Import' or 'Export' link won't open
• Auto-complete doesn't work for my contacts
• My friends don't appear in my Quick Contacts
• I get an error when importing my CSV file
• Virgin Media Mail says I'm having technical difficulties with Chat
• Chat won't load
• I don't have Chat in my account
• Virgin Media Mail says my network administrator has disabled Chat
• Chat is frozen
• My password doesn't work
• I forgot my username
• My inbox won't load
• Temporary Error (502)
• 'Oops...' error with code '007' or '008'

If your issue isn't listed above, try contacting our technical support team for further assistance.

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Messages are skipping my inbox

If your incoming messages are skipping your Inbox, the cause is a misconfigured filter, or a setting on your Forwarding and POP/IMAP tab.

To resolve this issue, please make sure you haven't created any filters with the actions Skip the Inbox (Archive it) or Delete it that would affect the messages in question. If you have many filters or have complicated filters in place, you may need to edit the Skip the Inbox (Archive it) or Delete it action to guarantee that they are not at fault.

If you've enabled forwarding in your account, please ensure that you have not selected archive Virgin Media Mail's copy or delete Virgin Media Mail's copy in your forwarding options.

If you're using a POP client to access Virgin Media Mail, please ensure that you have not selected archive Virgin Media Mail's copy or delete Virgin Media Mail's copy in step 2 of your POP download options.

Finally, if you're accessing your Virgin Media Mail from multiple POP clients (with recent mode), please verify that you have selected 'Leave a copy of messages on server' in your client configuration settings.

Messages are filtered to Bin

If your incoming messages are automatically placed in Bin, the cause is a misconfigured filter, or a setting on your Forwarding and POP/IMAP tab.

To resolve this issue, please make sure you haven't created any filters with the action Delete it that would affect the messages in question. If you have many filters or have complicated filters in place, you may need to edit the Delete it action to guarantee that they are not at fault.

If you've enabled forwarding in your settings, please ensure that you have not selected delete Virgin Media Mail's copy in your forwarding options.

If you're using a POP client to access Virgin Media Mail, please ensure that you have not selected delete Virgin Media Mail's copy in step 2 of your POP download options.

Finally, if you're accessing your Virgin Media Mail from multiple POP clients (with recent mode), please verify that you have selected 'Leave a copy of messages on server' in your client configuration settings.

My password doesn't work

If your password does not work, you will need to visit Selfcare and click on the "Forgotten your password" link for further options.

I forgot my username

If you don't have your username, you should contact out Technical Support Team who will be able to help you.

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My inbox won't load

After clicking Sign in, a blank white page is shown. You may see "Loading..." or "This seems to be taking longer than usual."
The cause of this may be a conflict with software on your computer or a temporary problem with Virgin Media Mail servers.
Try clearing your browser's cache, check you security package settings and check our service news page, and if not of these solves the problem, try contacting our Technical Support Team who will be able to help you.

Temporary Error (502)

If you're seeing a 'Temporary Error (502)' message when you try to sign in to Virgin Media Mail, it means that your mail is temporarily unavailable. These errors generally resolve themselves within a few minutes, so please wait a bit before trying to log in again. Please note that while Virgin Media Mail is inaccessible, your messages and personal information are safe.

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Nothing happens when I click on links or messages

While using Virgin Media Mail, some or all links in the interface (to Settings, to Contacts, to individual messages, etc.) don't work. No error appears. The cause of this may be a conflict with software on your computer or a temporary problem with Virgin Media Mail servers. Try clearing your browser's cache, check you security package settings and check our service news page, and if not of these solves the problem, try contacting our Technical Support Team who will be able to help you.

Message encoding was garbled

Each time you view messages sent to your Virgin Media Mail address, our system determines what encoding was used by the sender in order to display the mail. If Virgin Media Mail isn't able to accurately detect the encoding of a message, it may not be displayed properly. Our engineers are working hard to find a solution to this problem. In the meantime, you can view your messages by opening an original copy. Here's how:

• Sign in to Virgin Media Mail.
• Open the conversation containing the message you would like to view.
• Click the down arrow next to Reply, at the top-right of the message pane.
• Click Message text garbled?

Here's how to adjust encoding settings in Internet Explorer:

• From the View menu, select Encoding.
• Choose an encoding from the list of options. (Additional languages are available by selecting More.)

Here's how to adjust encoding settings in Firefox:

• From the View menu, select Character Encoding.
• Choose an encoding from the list of options. (Additional languages are available under More Encodings.)

Here's how to adjust encoding settings in Safari:

• Click View along the top of your browser, select Text Encoding.
• Choose an encoding from the list of options.

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My browser redirects endlessly

After clicking Sign in, your browser loads a blank page again and again. The cause of this may be a conflict with software on your computer or a temporary problem with Virgin Media Mail servers. Try clearing your browser's cache, check you security package settings and check our service news pagewww.virginmedia.com/status, and if not of these solves the problem, try contacting our Technical Support Team who will be able to help you.

Messages not in English are garbled

Virgin Media Mail encodes your mail based on your language settings -- if you can't properly receive messages in languages other than English, we suggest adjusting your browser's encoding settings.

To adjust encoding settings in Internet Explorer, please follow these steps:

• Click the 'View' menu at the top of your browser, and select 'Encoding.'
• Select 'Unicode (UTF-8)' from the list of options.

If you continue to have trouble reading mail in languages other than English, the problem is most likely a result of mail clients which convert encodings during the transmission of messages. We are aware this issue, and our engineers are working to find a solution.

In the meantime, you can view messages properly by opening the original sent message. To view the original message, please follow these steps:

• Sign in to Virgin Media Mail.
• Open the conversation containing the message you would like to view.
• Click the down arrow next to Reply, at the top-right of the message pane.
• Click 'Show original.'

If you're still experiencing issues after following these instructions, please try contacting our Technical Support Team who will be able to help you.

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I reached the sending limit

In an effort to fight spam and prevent abuse, Virgin Media will temporarily disable your account if you send a message to more than 500 recipients or if you send a large number of undeliverable messages. If you use a POP or IMAP client (e.g., Outlook Express), you may only send a message to 100 people at a time. Your account should be re-enabled within 24 hours.
If you send a large number of undeliverable messages, we suggest verifying your contacts' email addresses. It's also important that everyone you are sending mail to is willing to receive it.
Learn more about best practices for sending a large amount of mail through Virgin Media Mail.

I can't sign out

After clicking Sign out, nothing happens. No error is shown.
The cause of this may be a conflict with software on your computer or a temporary problem with Virgin Media Mail servers.
Try clearing your browser's cache, check you security package settings and check our service news page, and if not of these solves the problem, try contacting our Technical Support Team who will be able to help you.

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I don't want to be signed in automatically

You may sometimes be logged in or have your login information displayed automatically because your username and password are stored in your browser's cache or settings.

If you don't want 'AutoComplete' to automatically log you in, please follow these steps:
For Internet Explorer 6:

• Click the Tools menu at the top of your browser, and select Internet Options.
• Open the Content tab at the top of the dialogue box.
• Click the AutoComplete... button, and uncheck the User names and passwords on forms and Prompt me to save passwords boxes.
• Click OK.

For Internet Explorer 7:

• Click the Tools menu at the top of your browser, and select Internet Options.
• Open the Content tab at the top of the dialogue box.
• Click AutoComplete, then Settings button, and uncheck the User names and passwords on forms and Prompt me to save passwords boxes.
• Click OK.

For Firefox 2:

• Click the Tools menu at the top of your browser, and select Options.
• Select the Security tab.
• Uncheck the option Remember passwords for sites.
• Press OK.

To ensure that your data isn't saved when you sign in, please remember to leave the box next to Remember me on this computer. unchecked on the Virgin Media Mail sign in page.

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404, 405 or 'Page not found' error

While logging in or using Virgin Media Mail, you receive one of the following errors:

• Page cannot be displayed
• Page cannot be found
• Error 403
• Error 404
• Error 405

This may be because your network administrator, Internet Service Provider (if you are not on your home Virgin Media connection) or security software has blocked some or all access to Virgin Media Mail.
Try contacting your network admin or the customer service department of the ISP to which you're connected, to ensure that access to 'www.wirginmedia.com' and 'mail.virginmedia.com' is allowed.
You should also check our service news page, to ensure that there are no temporary problems with the Virgin Media Mail service.

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ActiveX error

ActiveX errors are caused by certain browser settings and misconfigured system files. To fix the problem, please adjust the settings in Internet Explorer by following the steps below:

• Click the Tools menu at the top of your browser, and select Internet Options.
• Click the Security tab at the top of the dialogue box, and set Medium as the Security level for this zone.
• Click Custom Level button and ensure that the following are set to Enabled:
• Run ActiveX controls and plug-ins
• Script ActiveX controls marked safe for scripting
• Scripting
• Click OK after these settings are enabled.
• Click OK again to save your changes.
• Log in to Virgin Media Mail again.

If your browser was already set correctly, it's likely that you have a misconfigured system file.
Here's how to reset the system file to the default settings:

• Click the Start button in Windows.
• Select Run.
• Enter regsvr32 msxml3.dll in the Open: field, and click OK.

After a moment, a dialogue box notifies you that the file was properly reset. Click OK in the dialogue box to exit.

After making this change, please close all Internet Explorer windows and open a new browser window to log back in to Virgin Media Mail.

Cookie error

If you're receiving an error message that says, Your browser's cookie functionality is turned off. Please turn it on:

• Open Internet Explorer, and click Tools along the top of your browser window.
• Select Internet Options... and click the Content tab at the top of the dialogue box. If the Content Advisor is enabled, please disable it.
• Click OK.

Next, please clear your browser's cache. To clear your cache in IE:

In Internet Explorer 6.x:

• Log out of Virgin Media Mail. Close all other open browser windows.
• Click the Tools menu at the top of your browser, and select Internet Options.
• Click the General tab at the top of the dialogue box.
• Click Delete Files under Temporary Internet files.
• Select Delete all offline content by checking the box.
• Click OK.

In Internet Explorer 7:

• Log out of Virgin Media Mail and close all other open browser windows.
• Click Tools > Internet Options.
• Select the General tab.
• Click Delete under Browsing History.
• Under Temporary Internet Files, click Delete Files.
• Click Delete Cookies.
• Click OK.

If you still can't sign in, try logging in securely by changing the URL to https://mail.virginmedia.com.

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Security certificate problem

Certificate errors are typically caused by an incorrect date or time in your operating system's calendar.
To set your Date and Time Properties in Windows, please follow these steps:

• Double-click the time in your taskbar to open the Date & Time Properties menu.
• From the Date & Time tab, verify that the appropriate month, day, and year are selected.
• Click Apply to save any changes you make.
• From the Time Zone tab, verify that your time zone is selected. If the time zone in which you are located is not displayed, select your time zone from the drop-down menu.
• Verify that the box beside Automatically adjust clock for daylight savings changes is checked.
• Click OK.
• Close all your browser windows, restart your browser, and try logging in again.

Auto-complete doesn't work for my contacts

If auto-complete isn't showing results, please ensure you're using a supported browser.
If you are using a supported browser and are still seeing problems, please sign out of Virgin Media Mail, clear your browser's cache and log back in.

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An outgoing message wasn't delivered

 
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An outgoing message bounced back to me

 
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An outgoing message was delayed

 
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Firebug can make Virgin Media Mail slow

For the best Virgin Media Mail performance, we suggest disabling Firebug for www.virginmedia.com.

Windows or Linux Users

To disable Firebug:

1. Click the green or red icon in the bottom right corner of the browser window to open Firebug.
2. Click the bug icon in the top left corner of Firebug and select 'Disable Firebug for mail.virginmedia.com.'

If you'd like to keep Firebug running, you may improve Virgin Media Mail performance by following these steps:

1. Click the green or red icon in the bottom right corner of the browser window to open Firebug.
2. Click the Console tab.
3. Select Options.
4. Uncheck Show XMLHttpRequests.
5. Click the Net tab.
6. Select Options.
7. Check Disable Network Monitoring.

Mac Users

To disable Firebug:

1. Click the green or red icon in the bottom right corner of the browser window to open Firebug.
2. Click the bug icon in the top left corner of Firebug and select 'Disable Firebug for mail.virginmedia.com.'

If disabling Firebug for Virgin Media Mail doesn't improve performance results, you may have to entirely disable Firebug.

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Virgin Media Mail Message Headers

For Virgin Media Mail :

1. Log in to your Virgin Media Mail account.
2. Open the message you'd like to view headers for.
3. Click the down arrow next to Reply, at the top-right of the message pane.
4. Select Show original.

The full headers will appear in a new window.

Netscape 3 & 4 Message Headers

For Netscape 3:

1. Open Netscape 3.
2. Click the Options menu, and select Show Headers.
3. Select All.

For Netscape 4:

1. Open Netscape 4.
2. Click the View menu, and select Headers.
3. Select All.

The full headers will appear in the window below your inbox.

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Virgin Media PCguard

Virgin Media PCguard is configured to work correctly with Virgin Media Mail, but if you think that PCguard may be causing problems, then try the following:

1. Add mail.virginmedia.com to the safe sites
2. Allow pop-ups
3. Any other possible issues?
4. Clear your browser's cache
5. Login in and try again

ZoneAlarm Pro

To use ZoneAlarm Pro with Virgin Media Mail :

1. Open ZoneAlarm Pro, and click Privacy.
2. Click Site List, and then click Add.
3. Enter mail.virginmedia.com.
4. Click the X under Persistent Cookie Control for mail.virginmedia.com.
5. Set the cookie control to Allowed.
6. Clear your browser's cache, and log in to Virgin Media Mail.

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Norton

To use Virgin Media Mail with Norton products, you may have to create a specific rule allowing pop-ups on the Virgin Media Mail website.

Here's how to create a rule with 2003 Norton products:

1. Open your Norton software.
2. Click Options and select Web Content.
3. Select Add Site, and enter Virgin Media Mail.virginmedia.com.
4. Click the User Settings tab, and uncheck Use Ad Blocking settings.
5. Select Permit.

If you're using 2004 Norton products:

1. Open your Norton software.
2. Highlight Ad Blocking and select Configure.
3. Click Advanced.
4. Click Web Contents, and select Add Site.
5. Enter Virgin Media Mail.virginmedia.com.
6. Click the User Settings tab, and uncheck Use Ad Blocking settings.
7. Select Permit.

And for 2005 or 2006 Norton products:

1. Open Internet Explorer.
2. Log in to your Virgin Media Mail account at http://mail.virginmedia.com.
3. Click the NIS (2005 products) or Norton Internet Security (2006 products) icon on your browser's toolbar.
4. Uncheck the box next to Block pop-ups from this website.
5. Restart Internet Explorer.

If you'd like to disable the Norton 2006 pop-up blocker, just follow these steps:

1. Open the Norton 2006 program installed on your computer.
2. From the Options drop-down menu, select Norton Antispam.
3. Click General under Ad Blocking.
4. Uncheck the box next to Turn on Pop-up Window Blocking.
5. Click OK.

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McAfee

To use Virgin Media Mail with McAfee products, please follow these steps:

1. Open your McAfee security, privacy, or firewall software.
2. Find your preferences for cookies, and set www.virginmedia.com and mail.virginmedia.com as allowed.

Other security software

If you have other third party security software installed and are experiencing problems using Virgin Media Mail, we suggest disabling the software for testing purposes, clearing your browser's cache, and attempting to use Virgin Media Mail again.

If disabling the software resolves the issue, but you'd still like to use it in conjunction with Virgin Media Mail, we suggest contacting the software support team for that product. They should be able to recommend settings that allow Virgin Media Mail to work unimpeded.

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Cache IE

In Internet Explorer 6.x:

1. Log out of your Virgin Media Mail account. Close all other open browser windows.
2. Click the Tools menu at the top of your browser, and select Internet Options.
3. Click the General tab at the top of the dialogue box.
4. Click Delete Files under Temporary Internet files.
5. Select Delete all offline content by checking the box.
6. Click OK.

In Internet Explorer 7:

1. Log out of your Virgin Media Mail account and close all other open browser windows.
2. Click Tools > Internet Options.
3. Select the General tab.
4. Click Delete under Browsing History.
5. Under Temporary Internet Files, click Delete Files.
6. Click Delete Cookies.
7. Click OK.

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Cache Mozilla

In Mozilla:

1. Log out of your Virgin Media Mail account. Close all other open browser windows.
2. Click the Edit menu at the top of your browser, and select Preferences.
3. Click the + next to Advanced.
4. Select Cache under Advanced.
5. Click Clear Cache.
6. Click OK.

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Cache Firefox

In Firefox for PCs:

1. Log out of your Virgin Media Mail account and close all other open browser windows.
2. Click the Tools menu at the top of your browser and select Clear Private Data...
3. Select the Cookies and Cache checkboxes.
4. Click Clear Private Data Now.

In Firefox for Macs:

1. Log out of your Virgin Media Mail account and close all other open browser windows.
2. Click the Firefox menu at the top of your browser and select Preferences...
3. Select the Privacy tab.
4. Click Clear Now... at the bottom of the dialogue box.
5. Check the boxes next to Cache and Cookies in the new dialogue box.
6. Click Clear Private Data Now.

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Cache Netscape

In Netscape:

1. Log out of your Virgin Media Mail account. Close all other open browser windows.
2. Click the Edit menu at the top of your browser, and select Preferences.
3. Click the + next to Advanced.
4. Select Cache under Advanced.
5. Click Clear Cache.
6. Click OK.

Unsupported Chat Browser

Chat in Virgin Media Mail is not currently supported for your browser. We suggest downloading Mozilla Firefox, Internet Explorer or Safari if you'd like to chat in your Virgin Media Mail account.

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Cache Safari

In Safari:

1. Log out of your Virgin Media Mail account. Close all other open browser windows.
2. Open the Safari menu on your browser's toolbar.
3. Select Empty Cache.
4. Click Empty in the dialogue box.

Unsupported Browser

We're sorry, but other browsers are not fully supported by Virgin Media Mail, and may not work properly with all Virgin Media Mail features and functions.

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Secure Site

Virgin Media Mail offers an encrypted site for extra security. Because browsers and security applications are more likely to trust encrypted data, visiting Virgin Media Mail through its encrypted login will often resolve issues caused by that software.

Please try logging into your account via https://mail.virginmedia.com.

'From' address doesn't match account

Please check the following settings in your mail client:

• Make sure that you entered @virginmedia.com after your username. For example: john.doe@virginmedia.com
• Re-enter your password to ensure that it's correct. Keep in mind that passwords are case-sensitive.
• Make sure your mail client isn't set to check for new mail too often. If your mail client checks for new messages more than once every 10 minutes, your client might repeatedly request your username and password.

SMTP server must use SSL or TLS

The SMTP server must be set to use SSL (Outlook) or TLS (Thunderbird).

Outlook 2003 and Outlook Express:
During setup, click More Settings and select the Advanced tab. For both the Incoming server and Outgoing server, select the checkboxes labelled This server requires and encrypted connection.

Thunderbird 1.5 & 2:

1. From the Account Settings page, select Outgoing Server (SMTP).
2. Select the entry listed as smtp.virginmedia.com and click Edit.
3. Select Use name and password and enter your Virgin Media Mail username (including @virginmedia.com) in the User Name field.
4. Select TLS from the Use secure connection radio buttons and click OK.
5. Click OK to save your changes and exit the Account Settings dialog.

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Incorrect SMTP server name

The outgoing mail server should be set as follows:

Your email address ending:	SMTP Server Name:
@virginmedia.com @ntlworld.com @blueyonder.co.uk @virgin.net	smtp.virginmedia.com smtp.ntlworld.com smtp.blueyonder.co.uk smtp.virgin.net

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Incorrect SMTP server port

Your outgoing (SMTP) server should be set to use port 465.

During setup, click More Settings and select the Advanced tab. In the Outgoing server (SMTP) field, enter 465.

Unable to recognise username or password

• Try resetting your password in Selfcare
• Try logging on via webmail to confirm your username & password.
• Your account may have been temporarily locked due to an error. If you think your account may have been locked, please try calling our technical support team for further assistance. You can find details of how to contact us here.

POP access not enabled

POP access hasn't been enabled in your account. To enable POP:

1. Sign in to your Virgin Media Mail account at http://mail.virginmedia.com.
2. Click Settings.
3. Click Forwarding and POP.
4. Select Enable POP for all mail or Enable POP only for mail that arrives from now on.
5. Choose the action you'd like your Virgin Media Mail messages to take after they're accessed with POP.
6. Click Save Changes.

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Incorrect 'leave on server' setting

Please unselect the Leave a copy of messages on the server option in your POP client setup. All messages remain in your Virgin Media Mail account by default - you can update Virgin Media Mail's behaviour from the Forwarding and POP/IMAP page of your Virgin Media Mail account's Settings page.

POP server must use SSL

If you're using Outlook 2003 or Outlook Express, you'll need to select This server requires a secure connection (SSL) during setup.

Thunderbird requires the SSL checkbox to be selected from the Security Settings section of the Server Settings page.

SMTP server requires authentication

The SMTP server requires authentication.

Outlook 2003 and Outlook Express:
During setup, click More Settings and select the Outgoing Server tab. Select My outgoing server (SMTP) requires authentication and choose Use same settings as my incoming mail server.

Thunderbird 1.5 & 2:

1. From the Account Settings page, select Outgoing Server (SMTP).
2. Select the entry listed as smtp.virginmedia.com and click Edit.
3. Select Use name and password and enter your Virgin Media Mail username (including @virginmedia.com) in the User Name field.
4. Select TLS from the Use secure connection radio buttons and click OK.
5. Click OK to save your changes and exit the Account Settings dialog.

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POP server name incorrect

The server name has been entered incorrectly. Please enter either pop3.virginmedia.com, pop3.ntlworld.com, pop3.blueyonder.co.uk or pop3.virgin.net, depending on your email address.

POP server username is incorrect or incomplete

Please use your full email address (including @virginmedia.com, @ntlworld.com, @blueyonder.co.uk or @virgin.net) as the Username when configuring your POP client. POP access doesn't support 'plus' addressing (eg. username+example@virginmedia.com).

POP server port is incorrect

The server port number needs to be set to 995.

Outlook 2003 and Outlook Express:

1. Go to Tools > Email Accounts > View or change existing e-mail accounts.
2. Select your Virgin Media Mail account and click Change.
3. Click More Settings.
4. Under the Advanced tab of the setup, enter 995 in the Incoming mail (POP3) field.

Thunderbird 1.5 & 2:
From the Server Settings page of your Account Settings, enter 995 in the Port field.

POP Server - Turn Off SPA

You'll need to unselect the Logon using Secure Password Authentication (SPA) checkbox from the Internet E-mail settings (POP3) page of Outlook 2003 or Outlook Express setup.

SMTP username is incorrect

When entering your Username during setup, please enter your full address, including @virginmedia.com, @ntlworld.com, @blueyonder.co.uk or @virgin.net. POP access doesn't support 'plus' addressing (eg. username+example@virginmedia.com).

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SMTP server should use incoming server settings

Your outgoing server (SMTP) should use the same settings as the incoming server. During setup, click More Settings and select the Outgoing Server tab. Choose Use same settings as my incoming mail server.

Outlook Express Message Headers

For Outlook Express:

1. Open Outlook Express.
2. From your inbox, locate the message you'd like to view headers for.
3. Right-click the message, and select Properties.
4. Open the Details tab in the dialogue box.

The full headers will appear in the dialogue box.

Outlook Express isn't checking your Virgin Media Mail account.

Outlook Express needs to be set to include your Virgin Media Mail account when checking for new mail:

1. In Outlook Express, select Tools > Accounts.
2. Select your Virgin Media Mail account from the Account list and click Properties.
3. Click the General tab.
4. Select the checkbox next to Include this account when receiving mail or synchronizing.
5. Click OK.
6. Click Close.

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Turn off Secure Password Authentication

Your SMTP server should not be set to use Secure Password Authentication (SPA).

1. During setup, click More Settings and select the Outgoing Server tab.
2. Select My outgoing server (SMTP) requires authentication.
3. Choose Use same settings as my incoming mail server.

SMTP server timeout too short

Please increase the SMTP server timeout to a value greater than one minute.

Account temporarily locked

Your account has been temporarily locked due to abnormal usage. This is usually because of actions that affect large amounts of mail in a short time: receiving, deleting, or POP downloads of many messages. Lockouts are often the result of downloading the entire contents of your Virgin Media Mail account to a mail client, or can be caused by unsupported third-party software accessing your account.

We'll restore access to your account within 24 hours. Contact us if you're having trouble.

Sending too much mail

You've exceeded Virgin Media Mail's sending limits. Virgin Media Mail has a number of sending limits in place to prevent abuse of our system, and to help fight spam. If you reach one of Virgin Media Mail's limits, you'll be temporarily unable to send mail.

Some common reasons users reach their sending limits include:

1. Sending a large number of undeliverable messages.
   We suggest verifying your contacts' email addresses. Make sure the email addresses you're sending mail to are valid. It's also important that everyone you are sending mail to is willing to receive it. Learn more about best practices for sending large amounts of mail through Virgin Media Mail.
2. Sending a message to more than 500 recipients.
   You can send a single message to a maximum of 500 recipients. This includes all email addresses in the To:, Cc:, and Bcc: fields.

Unable to connect

Unable to connect. This is usually caused by issues with your firewall or internet connection. Please contact your network administrator or internet service provider for more information.

If you continue to encounter this error, please contact us.

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Incorrect SMTP server port

Your SMTP port should be set to 587 when using Thunderbird.

1. From the Account Settings page, select Outgoing Server (SMTP).
2. Select the entry listed as smtp.virginmedia.com and click Edit.
3. In the Port field, enter 587.
4. Select TLS from the Use secure connection radio buttons and click OK.
5. Click OK to save your changes and exit the Account Settings dialog.

Couldn't resolve to server

We were unable to reach the Virgin Media Mail server. This is usually caused by a local network problem. Please check that your internet connection is working properly, and contact your network administrator or internet service provider for more assistance if required.

POP server timeout is too short

Please increase the POP server timeout to a value greater than one minute.

Don't break apart large messages

Outlook Express provides the option of breaking large messages into many smaller ones. You'll need to disable this option in order to use POP for your Virgin Media Mail account:

1. In Outlook Express, select Tools > Accounts.
2. Select your Virgin Media Mail account from the Account list and click Properties.
3. Click the Advanced tab.
4. Disable the checkbox next to Break apart messages larger than...
5. Click OK.