Are you experiencing login Problems?

We’re sorry you’re facing issues trying to log in to your online account. Whether this is a Virgin Mobile account, Virgin Media account or you’re struggling to access your Virgin Media emails, we’ve got you covered.

I've forgotten my Virgin Media or Virgin Mobile username and password

I’m having Virgin Media email login problems

Your email account has been locked

If we’ve been alerted that your Virgin Media Mail account may have been used to send spam** emails. This may have been caused by unintentionally accessing a website or opening an email link.
As we take security seriously, we may have temporarily blocked access to them and made sure no changes can be made to the accounts.
Don’t worry, it’s really easy to unblock emails on Virgin Media and get everything back to normal. You don’t even have to pick up the phone!

Step 1.
Firstly, you will need to create a new email password online. Before you do this, please follow the advice below for security reasons.

  • Do not use existing or previous passwords
  • Choose one between 8-10 characters that includes numbers, uppercase and lowercase letters
  • Avoid using complete words

These steps make it much harder for hackers to guess your password. More tips can be found below

How to create a strong password

Step 2.
If you’re ready to create your new password, simply head over to My Virgin Media:

  • Select Sign In
  • Select Forgotten your email or password? under the password box
  • Follow the instructions to change your password

Step 3.
Once your password's reset, make sure your emails are not being forwarded without your knowledge.

  • Go to
  • Sign in with your username and password
  • Click on Menu (top right) and then, Settings
  • Expand the Email option
  • Select Auto Forward

This will show any email addresses set to receive forwarded emails from your Virgin Media mailbox. If it shows one you don’t recognise, select and delete the forwarding rule.

Virgin Media takes your security very seriously. That’s why we always want our customers to know what’s happening as soon as an issue is detected. It’s our policy to proactively advise customers of external security threats which may affect them in the ever-changing digital world.

For more help and support, see our Compromised Mailbox Alert.

I've forgotten my O2 account username and password

If you’re a customer of both Virgin Media and O2 with Volt benefits and you’ve forgotten the username or password for your My O2 account, follow the ‘Forgotten your username or password’ steps on the My O2 sign in page. You can also call 202 from your O2 phone or ring 0800 902 0217* from a landline.

*Call costs may vary

**Spam refers to unwanted email messages, typically sent to a large number of addresses