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Getting Started
Troubleshooting
Archiving moves messages out of your inbox and into All Mail, letting you tidy up your inbox without deleting anything. Messages you archive can be found in All Mail, in any labels you've applied, and by searching your account. When someone responds to a message you've archived, the conversation containing that message will reappear in your inbox.
To archive messages:
If you have a conversation open, you can archive it by clicking Archive at the top of the page.
To move mail back to your inbox:
When you're positive you won't need a message, use the Delete button to send it to Bin. Deleted messages and conversations are permanently removed from Virgin Media Mail 30 days after you send them to Bin. Deleting unimportant mail is a great way to free up some of your storage, but with Virgin Media Mail's free storage, you can probably keep those messages, too! If it's possible that you'll need a message or conversation in the future, we recommend using the Archive feature.
Archived mail moves out of your inbox and in to All Mail -- you won't be bothered with extra messages cluttering your inbox, but you'll still be able to find a message if you need it six years from now!
Help keep spam out of your inbox: We know it's fun to delete spam, but we hope you'll use the Report Spam button to flag unwanted mail. When you report spam, the Virgin Media Mail Team can use your report to help improve our spam filters, and keep annoying messages out of your inbox.
All Mail is your archive, a storage place for all the mail you've ever sent or received, but have not deleted.
You can see a list of archived messages by clicking All Mail. Archived messages are also available by searching, and under any assigned labels.
To archive mail:
You also can archive mail after you open it -- just click Archive along the top of the message.
If you can't find the message you're looking for, the quickest way to locate it is to search.
To search your entire account:
You may need to search with different terms to be sure you haven't missed the message. Start with fewer details and be sure to look beyond the first page of results -- you don't want to miss the message you're looking for.
If you're still unable to locate the message, there are three possibilities:
1. The message was never delivered.
If you're expecting a message but haven't seen it in your account yet, visit our receiving mail troubleshooting section for more information on how to investigate the issue.
2. The message exists in your account, but differs from the search details you've used.
Virgin Media Mail search doesn't allow partial matches and won't return your result if a word is misspelled or if your search terms are too specific (i.e. a word in the Subject: search field matches but the address you've put in the From: field does not), so we strongly recommend searching with only the information you're sure of.
3. The message was permanently deleted from your Spam or Bin.
If you followed the instructions above, you've searched your All Mail, Spam, and Bin, which covers every message in your account. That leaves the possibility that the message you had seen has now been permanently deleted, either manually, or after spending 30 days in your Spam or Bin. Unfortunately, messages that have been permanently deleted from your account cannot be recovered.
If you found your message, and are unsure how it ended up where it did in your account, consider the following:
If you are using a custom From: address to send mail, make sure you've designated your Virgin Media Mail address as the Reply-to: address. Click Settings at the top of any Virgin Media Mail page to check.
Also note that mail you send or forward to a mailing list you subscribe to, or to an account that forwards messages to your Virgin Media Mail account, will only appear in Sent Mail. This is intended to prevent clutter in your 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.