My Virgin Media email account has been locked  

We’ve had an alert to say that your Virgin Media Mail account may have been used to send Spam emails. This is likely to be because at some point you’ve inadvertently accessed a website or clicked on an email link that had been compromised.

As the security of your Virgin Media Mail accounts are critical, we’ve temporarily blocked access to them and have made sure no changes can be made to the accounts.

Don’t worry it’s really easy to get everything back to normal for you, you don’t even have to pick up the phone!

To create a new email password online, simply head over to and:

  1. Click Sign In
  2. Under the password box click on Forgotten your password
  3. Follow the instructions to change your password

For security reasons, please do not use any previously used passwords or passwords that you use elsewhere.

For advice on choosing a strong password, click here How to Choose a How to choose a strong and secure password.

In addition, it’s important that you check your mail forwarding rules to ensure that your emails aren’t being forwarded without your knowledge.

To check this in Virgin Media Mail webmail:

  • Go to
  • Sign in using your My Virgin Media username and password
  • Click the System Menu icon on the right side of the menu bar and then click the Settings menu item
  • Select the Auto Forward tab

This will display email addresses set to receive forwarded emails from your Virgin Media mailbox. If there is an email address you don’t recognise, and which you didn’t intend to forward your email to, then please select it 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 you can also view our Compromised Mailbox Alert.

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