Help Centre

Your Account

Learn More

• Changing your password
• Changing your settings
• Standard view and basic HTML view
• Setting a reply-to address
• Backing up your mail with POP

Troubleshooting

• My features disappeared

Your Account : Learn More

Changing your password

To change your password, you need to visit Selfcare, log in using your Virgin Media username and password, and click on the Email & password link.

Make sure you create a unique password to help keep someone from breaking in to your account. Here are a few tips for creating your password, and keeping it safe:

• Never tell anyone your password.
• Never write down your password. Even though your password will look random to others, think of a way to remember it so that you don't have to write it down.
• Change your password periodically.
• Don't choose a dictionary word as your password. Be creative.
• Mix capital and lowercase letters. Use numbers. A variety of characters makes it harder to guess a password.

If you've forgotten your password, you can reset it in Selfcare.

Changing your settings

To change your user preferences, just click Settings at the top of any Virgin Media Mail page. From there, navigate to one of the appropriate tabs.

Standard view and basic HTML view

Standard view is what you'll see when you sign in to Virgin Media Mail from a fully supported browser.

In case you don't have access to a fully supported browser, we still want you to have access to Virgin Media Mail, that's why we have a basic HTML view of our service that's compatible with almost any browser. If you sign in to Virgin Media Mail using a browser that isn't fully supported, you'll automatically be directed to the basic HTML view.

The basic HTML view is a little different from what you're used to because the following features aren't available:

• Filter creation
• Spell checker
• Keyboard shortcuts
• Address auto-complete
• Custom From addresses

If you need to access these features, please sign in to Virgin Media Mail from a fully supported browser, and make sure you have cookies and JavaScript enabled.

Setting a reply-to address

With Virgin Media Mail, you can set a reply-to address that's different from your Virgin Media Mail username. Responses to messages you send with an alternate reply-to address are delivered to that address. Keep in mind that your Virgin Media Mail address still appears in the From: field.

To define a reply-to address:

1. Click 'Settings' at the top of any Virgin Media Mail page, and open the 'Accounts' tab.
2. Click 'edit info' next to your email address.
3. Click 'Specify a different reply-to address' in the dialogue box.
4. Enter the address to which you want the recipient(s) to reply.
5. Click 'Save Changes.'

Backing up your mail with POP

Here's how to download a copy of every message* in your Virgin Media Mail account to a mail program like Outlook Express:

1. Log in to you Virgin Media Mail account.
2. Click Settings at the top of any Virgin Media Mail page.
3. Open the Forwarding and POP/IMAP tab.
4. Select Enable POP for all mail (even mail that's already been downloaded).
5. Click Save Changes.
6. Open your mail program, such as Outlook Express that you've set up to receive your Virgin Media Mail, and check for new messages.

Virgin Media Mail messages are downloaded in batches, so it may take time for everything to appear in your mail client.

* Messages in Spam and Bin aren't downloaded unless you move them to your inbox or to All Mail.

Your Account : Troubleshooting

My features disappeared

If you sign in to Virgin Media Mail using a browser that isn't fully supported, you'll automatically be directed to a basic HTML view of our service. To make sure that you can always access your mail, we have this basic HTML view that's compatible with almost any browser.

Since your browser isn't fully supported, you might notice that some of your favourite features aren't available in the current view, including the following:

• Spell checker
• Keyboard shortcuts
• Address auto-complete
• Ability to add, edit, import, and delete contacts

For access to all of Virgin Media Mail's features, sign in to your account from a fully supported browser, and make sure you have cookies and JavaScript enabled.