Help signing in to your online Virgin Media account

Having trouble signing in to your Virgin Media online account? Whether this is your My Virgin Media account or you’re struggling to access your emails in Virgin Media Mail, we’ve got you covered.

I've forgotten my Virgin Media email and password

Your My Virgin Media username is your email address, to get a reminder of what email you use, you'll need to confirm:

  • The account holder’s last name

  • Your account number

  • Your area reference

You can find this information on one of your monthly bills, one of the emails we send each month to let you know your bill is ready or your welcome pack.

Get an email reminder:

  1. Head to the My Virgin Media sign in page

  2. Select Forgotten email

  3. Enter the account holder’s last name, account number and area reference

  4. Select Continue

Get a email reminder

To reset your Virgin Media password you'll need:

  • Your username

  • The answer to your security question

  • Your date of birth

If you can’t remember the answer to your security question, you can choose to skip this step and instead enter some details from your last bill.

To reset your password:

  1. Head to the My Virgin Media sign in page

  2. Select Forgotten your password

  3. Enter username

  4. Select Continue, then follow the on screen instructions

Reset your password

I’m having Virgin Media Mail sign in problems

There are a number of reasons why you could be having difficulty signing into your Virgin Media Mail to view your emails. Check out the following for the most common solutions.

If you are experiencing Virgin Media Mail sign in problems it could be because you have changed your preferred Virgin Media username to something other than your Virgin Media Mail email address. You should sign in using your new username email.

For example, if we gave you the username, and you changed this to in My Virgin Media > Account Settings, the second address is the one you need to use to sign in to your webmail.

If you use an email client, you need to use your Virgin Media Mail address as the username, and your separate Virgin Media Mail app password which can be managed in Account Settings in My Virgin Media.

Please note that as this password is separate from your sign in details for My Virgin Media (or any Virgin Media apps) this won’t affect your My Virgin Media password. So, if you check your Virgin Media Mail emails through My Virgin Media or at, you'll still only need your My Virgin Media password.

If you use Virgin Media Mail web mail regularly you may have saved the page to your browser.

We recommend accessing your web mail from My Virgin Media, as this also provides links to our other services and information about your Virgin Media account. To do this:

  1. Go to My Virgin Media

  2. Save this page to your browser bookmarks or favourites.

  3. Select Sign In and enter your My Virgin Media details – remember these may not be the same as your Virgin Media email address if you’ve changed your My Virgin Media username.

  4. Once you’ve signed into My Virgin Media, scroll down to Quick links and tap on Virgin Media Mail to go to your email inbox.

In order to check out the latest Virgin Media Mail features, we suggest that you upgrade your browser to the latest version of Internet Explorer, Firefox, Chrome or Safari for a faster and better Virgin Media Mail experience.

Unfortunately, if your computer is running Windows XP, you won’t be able to upgrade your IE8 browser to a more modern version, or upgrade your IE9 browser if you are on Windows Vista.

Note: it is possible to use an alternative browser but, as Windows has ended support for XP and will end support for Vista in April 2017, alternative browsers may not always be available. Where possible we highly recommend updating to a supported and secure version of Windows.

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 password online. Before you do this, please follow the advice below for security reasons.

• Do not use existing or previous passwords

• Don't use something that's easy to guess - like names of your family/ pets, birthday, nickname, football team etc.

• Don’t use common dictionary words – like password, Admin

• Try to use a different password for every site

• Never write down your password or share it

• Use a minimum of 8 characters, the longer the better

• Try to use special characters when you can - like . @ ?

• Don’t use repetitive or sequential characters – like aaaaa, 1234

• 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.

Next, we need you to generate a new password to be used specifically for signing in to third-party mailbox apps (like Outlook or Gmail) to access your Virgin Media Mail emails. Even if you don’t use these apps to access your emails now, we still need you to reset the password anyway to fully secure your account.

  1. Sign In to My Virgin Media

a. Go to Account settings, then Account details

b. Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail

c. Then, under Virgin Media Mail app password tap Get password

d. Before you continue, we might ask you to verify your identity – just follow the steps

  1. Continue the flow and a new secure password will be generated for you

  2. Update any third-party apps that you use to access your Virgin Media Mail emails with this new app password

Please note that as this password is separate from your sign in details for My Virgin Media (or any Virgin Media apps) this won’t affect your My Virgin Media password. So, if you check your Virgin Media Mail emails through My Virgin Media or at, you'll still only need your My Virgin Media password.

Step 4.

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 your household is with both Virgin Media and O2 and you have 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