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My Virgin Media email account has been locked
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've temporarily blocked access to them and made sure no changes can be made to the accounts.
Don’t worry, it’s really easy to get everything back to normal. You don’t even have to pick up the phone!
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.
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.
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
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
Once your password's reset, make sure your emails are not being forwarded without your knowledge.
- Go to mail.virginmedia.com
- 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.
Once your password's reset, make sure your emails are not being forwarded without your knowledge.
- Go to mail.virginmedia.com
- 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
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