Help to register or sign in with a Virgin Media O2 ID

You’ll need a Virgin Media O2 ID to manage Virgin Media services online. It replaces signing in to sites like My Virgin Media or My O2 with two different sets of sign in credentials.

This way you’ll only need to remember one set of signing credentials to access all your Virgin Media and O2 services. Our Virgin Media O2 ID is backed by the latest security methods, like passkeys, making your online experience safer and more secure.

When you sign in to the Virgin Media and O2 online spaces with your Virgin Media O2 ID, you’ll be able to access all our other apps and spaces on the same device. 

A Virgin Media O2 ID replaces the need to create separate sign in details for Virgin Media and O2 online spaces.

If you have a My Virgin Media or My O2 account and haven’t set up your Virgin Media O2 ID yet, when you sign in to these spaces, just enter the email address you’d usually use to sign in. We’ll then ask you to create your new ID.

Otherwise, head to any of our sites and tap Register to sign up and create your Virgin Media O2 ID.

The email address you use to sign in with (also known as a username) forms part of your Virgin Media O2 ID, along with your chosen security method, like a password or passkey.

You get to choose which email address you want to use. Just make sure that it’s an email address that’s personal to you.

If you have a mailbox and email with Virgin Media Mail, you can use this email to for your Virgin Media O2 ID. Virgin Media Mail email addresses end in @virginmedia.com, @ntlworld.com, @virgin.net, or @blueyonder.co.uk. However, for security purposes you’ll also need to set up a back-up email address that’s not from Virgin Media.

If you have a temporary email address (for example, one that ends in o2.co.uk) that was provided when we moved our customers from Virgin Mobile to O2, you’ll need to use another non-Virgin Media or O2 email address.

If you’ve got a few email addresses, it’s worth checking each of their mailbox’s as we’ll have sent a confirmation email once you’ve created your Virgin Media O2 ID.

If that doesn’t work, when you press the sign in button on any of our Virgin Media or O2 sites, just tap Forgot your email address and follow the steps from there.

Follow these steps to change your email address: 

1. Sign in with your Virgin Media O2 ID 

2. Go to Account settings 

3. Tap the pencil icon next to your Virgin Media O2 ID, and you’ll be taken to Change email address 

4. Follow the on-screen instructions  

Verifying your email or mobile number confirms to us that the email or number belongs to you – and keeps your online account secure.

It also makes sure that we’ve sent any important updates or notifications to the right contact details.

Remember, Virgin Media O2 will never ask you to disclose or change your online security details over the phone. Don’t share your details or verify a change if someone calls to ask – end the call immediately and contact us to report the incident.

When you are asked to verify your email address, the on-screen messages will guide you through the steps.

For email authentication, we’ll verify your identity by sending a unique link to your email address. You can also use a second backup email address if you have one.

Text message authentication, also known as SMS authentication, is a method of verifying it’s you by either texting you a one-time code or sending you a magic link to tap on.

Remember, Virgin Media O2 will never ask you to disclose or change your online security details over the phone. Don’t share your details or verify a change if someone calls to ask – end the call immediately and contact us to report the incident.

For email verification, make sure you check your junk or spam folders. If after a few minutes you’ve still not received it, please tap resend. The same goes for text message authentication – just tap to resend the text if you’ve not received the code.

If that still doesn’t work, double check your email address or mobile phone number to make sure you’ve entered it correctly.

A one-time authorisation code, or a OTAC for short, is a security feature used in authentication processes to verify a person's identity. A one-time code is a temporary, single use code sent to a user's email or mobile number during sign in or registration.

We'll never text, call or email to ask you for a one-time code, password or other security information for your Virgin Media or O2 account. If you receive a text that looks like it's from us and requests any of these details, it's malicious and you should report it to us through the link below.

Report an incident

If you’ve chosen password as your main authentication method and you forget what it is, don’t worry, you can sign in using one of your back-up authentication methods.

When you go to sign in, tap Verify another way when we ask for your password, and we'll help you to sign in to your account.

Once you’ve signed in, you can change your password to something new or set up a passkey instead of a password – then you won’t have to remember anything to sign in in future. Just head to Account settings, then Security settings, and manage your authentication methods from there.

Follow these steps to manage the way you authenticate when you sign in:

1. Sign in with your Virgin Media O2 ID

2. Go to Account settings, and then Security settings

3. You’ll see all your authentication methods listed there

4. Tap the method you want to add or change, and follow the on-screen instructions

An account recovery code can be used if you’re having trouble signing in to your account.

To manage your account recovery code:

1. Sign in with your Virgin Media O2 ID 

2. Go to Account settings, and then Security settings 

3. Navigate down to Other actions and tap Account recovery code 

4. Scroll down the Account recovery code page, and tap Get new recovery code to remove your current recovery code and generate a new one

   Alternatively, if you're locked out of your online account, you can contact our helpful team. They’ll help to unlock your account and advise you how to generate a new account recovery code.

   Make sure you keep your account recovery code somewhere safe. We’ll never contact you to ask for it, you’ll only enter it online to regain access to your online account. If this happens, hang up the phone or end the call. Providing someone with this recovery code will give them access to your account, and Virgin Media O2 won’t be held liable for any fraud.

Yes, you can. To generate a new account recovery code: 

1. Sign in with your Virgin Media O2 ID 

2. Go to Account settings, and then Security settings 

3. Navigate down to Other actions, then tap Account recovery code 

4. Scroll down the Account recovery code page, and tap Get new recovery code to remove your current recovery code and generate a new one 

Make sure you keep your account recovery code somewhere safe. We’ll never contact you to ask for it, you’ll only enter it online to regain access to your online account. If this happens, hang up the phone or end the call. Providing someone with this recovery code will give them access to your account, and Virgin Media O2 won’t be held liable for any fraud.

You can find these on your welcome email or letter, or on your Virgin Media bill.

Sign in with your Virgin Media O2 ID and change your password as soon as
possible. Changing your password will also sign you out of your online account across all of your signed in devices.

To change your password:

1. Sign in with your Virgin Media O2 ID

2. Go to Account settings, and then Security settings

3. Navigate to Authentication methods, and tap Password 

4. Follow the on-screen instructions

   Afterwards you can check your online account activity log to see if there have
   been any changes on your Virgin Media O2 ID that you don’t recognise. If there are, please head to our Virgin Media fraud and security page or our O2 fraud page for more help.

To check your online sign in activity:

1. Sign in with your Virgin Media O2 ID

2. Go to Account settings, and then Security settings

3. Navigate to Other actions,  and tap View activity log

4. You’ll now see the summary of the security activity from your Virgin Media O2 ID

   If you see any devices that you don’t recognise have been added to your account, please remove them. You can also check to see if your Virgin Media telephone password or your O2 security questions have been updated.

If you’ve got an email account with our old Virgin Media Mail service, we ask you to use a specific password when signing in to your email using third party apps, like Outlook or Gmail, to keep things safe and secure. To generate a new email app password:

1. Sign in with your Virgin Media O2 ID

2. Go to Account settings, and then ID settings

3. Tap Manage your products 

4. Head to the Virgin Media account section and tap Manage email app password

5. Follow the on-screen instructions