How to manage My Virgin Media account
Managing your account can be tricky. Find out all you need to know from our help article on managing your account. Learn to set up and manage your My Virgin Media account.
Manage your account via our app
You can manage your Virgin Media account from the palm of your hands. Simply download the My Virgin Media app.
What is a My Virgin Media account?
A My Virgin Media account is where you can manage your broadband, TV and phone account online. It’s free to sign up and has many features. Some things you can do are:
View your current and previous bills
Set up and change your Direct Debit details
See your balance and make quick payments
Switch to eBilling and save yourself £21 a year
See what’s in your package
See your offers and upgrades
Manage add-ons or subscriptions if you’ve got Stream from Virgin Media
Check for known faults in your area
How do I register for a My Virgin Media account?
To register for a My Virgin Media account you’ll need your account number, your area reference and the account holder’s last name. This information is on one of your bills or the letter we sent after placing your order. Check out the section Where do I find my Virgin Media account number and area reference? below for more information.
Virgin Mobile customers are now on O2 plans:
As part of our merger with O2, we stopped selling Virgin Mobile plans at the end of August 2023. If you had a Virgin Mobile plan, you’ll now be on an equivalent O2 plan. While you have the same contract with Virgin Mobile, your services are now provided by O2. All these changes were automatic – and you would have been contacted about them 30 days prior to your move date.
You can easily check and manage your mobile plan by signing in to My O2.
How do I sign in to My Virgin Media account?
Head over to My Virgin Media, and select sign in. You’ll be asked for your email and password:
Email - your email address like gmail.com or hotmail.com
Password - you set this when you registered your account
FAQs
There are lots of places where you can find your account number and area reference number, including at the top of your bill, in your eBill email notification or in your welcome email. You can find out more about these below.
Remember, your account number is a 8 to 9 digit number, and your area reference number is a 2-digit number.
On your eBill or paper bill
Whether it’s your eBill that you view online through My Virgin Media, or a paper bill you’ll get in the post, you’ll see your account number and area reference at the top of the bill.
In your eBill notification email
If you view your bills online through My Virgin Media, each month we’ll send you an email to let you know when your new bill is ready. You’ll see your account number and area reference is shown in these emails.
In your welcome email
If you’re new to Virgin Media and you’ve not had a bill yet, you’ll be able to see your account number and area reference in the pink section of your welcome email.
Through your My Virgin Media account
If you’ve already got a My Virgin Media account, you can sign in and view your account number and area reference within your account settings area.
You can let people in your household access My Virgin Media, if you’re the account holder.
To add an account:
Sign in to My Virgin Media
Select Account settings
Select Account details
Select Manage other My Virgin Media accounts
Select Create a new account
Finally, enter the new users e-mail address to send them an invite
That’s it! They’re good to go.
Note: They’ll need to set up their own password for signing in to My Virgin Media.
Sign in to My Virgin Media
Select Account settings
Select Account details
From the Account details page you can select the Edit link against what you would like to update.
This is the email address you use to sign in to My Virgin Media – it’s essentially your username. Remember, if you change this, you must use the new email address to get access to Virgin Media Mail via a browser. We’ll then send you an email with a link to confirm your new email username.
An example: If you change your email from rbranson@virginmedia.com to rbranson@owndomain.com, you'll need to use the new email address to sign in to your rbranson@virginmedia.com Virgin Media Mail account.
Remember if you use an email client, such as Outlook, with Virgin Media Mail, you will need to keep using your original Virgin Media Mail address to sign in.
Password
The password you use to sign in to My Virgin Media to manage your My Virgin Media account.
For information on Virgin Media Mail passwords, head to the How do I manage my password for Virgin Media Mail? section below.
Password recovery question
If you forget your My Virgin Media password, we’ll ask you to answer this question before you can reset it.
First name
We'll use the first name for you when you are signed in to My Virgin Media or when we email you. If your name has changed, for example if you've got married, please see Changing the name on my Virgin Media account.
Contact email address
The email address we use to contact you with information about your account and bill. If you update your contact email address, we'll send a confirmation email with a link to the new address to check we have the right details. Click the link in the email to confirm the change.
Contact phone number
The phone number we will call and/or text you on.
If you’d like to remove a user from your account, it’s important to remember that they won’t be able to use their My Virgin Media account once removed.
When you remove someone’s account if they have a Virgin Media Mail address - they'll no longer have access to their Mail account.
To remove a user:
Sign in to My Virgin Media
Select Account settings
Select Account details
Select the Manage other My Virgin Media accounts tab
Select the Delete next to the account you want to remove
Confirm that you want to delete the account
The user’s My Virgin Media account will now be removed.
Note: It's not possible to delete the primary My Virgin Media account, only additional ones.
If you’ve been with us for a while, you may have signed up to Virgin Media Mail. You can get to your Virgin Media Mail mailbox either through My Virgin Media or at mail.virginmedia.com, where you’ll use the same password as you do for your My Virgin Media account.
If you want to access your Virgin Media mailbox through third-party mailbox apps (like Outlook or Gmail), you’ll need to use a separate password to sign in, just to keep things secure.
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 mail.virginmedia.com, you'll still only need your My Virgin Media password.
Account settings, then Account details
Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail
You’ll be taken to Virgin Media Mail settings for third-party apps where you can Manage your Virgin Media Mail app password.
If you need to reset the password, follow these steps:
Under Virgin Media Mail app password tap Get password
Continue the flow and a new secure password will be generated for you
Update any third-party apps that you use to access your Virgin Media Mail emails with this new app password
When you call us, you’ll need to use a memorable word (or telephone password) that you’ll have set up when you first joined We generate this third-party mail app password for you, but don’t worry – it’s easy to manage. All you need to do is:
Sign in to My Virgin Media
Go to us. This word is used to verify your identity.
If you need to change your memorable word, you can do so through My Virgin Media. Just follow these steps:
Sign in to My Virgin Media
Select Account settings
Select Account details
Scroll to Telephone security details
Tap Edit next to Memorable word
Enter a new memorable word, in line with the rules
Tap Save