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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.

Help with Virgin Media account login

Help with Virgin Mobile account login

Help with Virgin Media email login

Help with 02 account login


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

To get a username reminder you'll need

  • 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.
To get a username reminder:

  1. Head to the My Virgin Media log in page
  2. Select Forgotten your username
  3. Enter your account holder’s last name, the account number and the area reference
  4. Select Continue

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 log in page
  2. Select Forgotten your password
  3. Enter username
  4. Select Continue, then follow the on screen instructions

To get a Virgin Mobile username reminder you’ll need

  • Your Virgin Mobile number
  • Your last name
  • Your postcode

To reset Virgin Mobile password you'll need:

  • The email address you use to sign in
  • Your Virgin Mobile number

Once you’ve got these, just click on the link below to get started. Resetting your password involves us sending you an 8-digit code via text and once you’ve been asked to enter it, we’ll ask you to answer your security question too. After that you’ll be able to choose a change your virgin mobile password to a brand new one.

Don't worry if you've forgotten both, you can reset both your login email address and password, you'll need:

  • Your Virgin Mobile number
  • Your last name
  • Your postcode

Once you’ve got these, just click on the link below and follow the steps to reset.

If you have a new Virgin Mobile phone and SIM

It can take up to 24 hours to update our system with your details once you’ve placed your order, so please try to login in to your virgin mobile account again after this time.


I’m having Virgin Media email login problems


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

If you are experiencing Virgin Media email sign in problems it could be because you have changed your preferred My Virgin Media login to something other than the email address we gave you when you first joined us.  The new login is the one you need to use when you access your Virgin Media Mail account via a browser.

For example, if we gave you the username, and you changed this to in My Virgin Media > My Profile, 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.

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. Click 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 click on the Email link in the top right of the page. This will take you to your web mail 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 ExplorerFirefoxChrome 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.


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

Step 2.

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

  • Click 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.

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



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

Other ways to get help

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