Manage your Virgin Media O2 ID
You’ll use your Virgin Media O2 ID to sign in to Virgin Media and O2 online services instead of using separate Virgin Media sign in and O2 sign in details. If you need help understanding or managing your Virgin Media O2 ID, read our frequently asked questions below to find out more.
Frequently asked questions
At Virgin Media O2 we’re on a journey to become one company, and right now we’re changing the way our customers manage their Virgin Media and O2 accounts online.
The first step is to help our customers create a set of sign in details that we’ve called a Virgin Media O2 ID. To set up your Virgin Media O2 ID, you’ll simply use your email address and then choose which authentication method you’d like to use to sign in (like a password or passkey). From there you’ll use this single set of credentials to sign in to any Virgin Media and O2 online spaces, instead of separate Virgin Media log in and O2 log in details.
You can also register for a Virgin Media O2 ID even if you’re not with Virgin Media or O2.
You’ll need a Virgin Media O2 ID to manage Virgin Media and O2 services online. This replaces your My Virgin Media sign in or My O2 sign in to be done with two different sets of sign in credentials.
This way you’ll only need to remember one set of sign in 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 on either the Virgin Media or O2 app with your Virgin Media O2 ID, you’ll be able to access all our other apps and spaces on the same device.
Benefits of using a Virgin Media O2 ID:
You’ll only need to remember one set of sign in details to access all your Virgin Media and O2 online services
When signing in with your Virgin Media O2 ID, you’ll be able to access all our other apps and spaces on the same device
You’ll benefit from using the latest security methods, like passkeys
Find out more in our handy video, here.
A Virgin Media O2 ID replaces the need to create separate Virgin Media sign in and O2 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.
No, not at all. Create your Virgin Media O2 ID and use it to access the Virgin Media or O2 online spaces you’re interested in. And if you join Virgin Media or O2, you can link your new account to your Virgin Media O2 ID.
You can manage it online, just head over to My Virgin Media or My O2 through the links below. Go to Account settings once you’ve signed in to My Virgin Media, or if you’re signing in to My O2 go to Manage your details.
If you’re a Virgin Media customer who’s been with us for a while, you may have set up a Virgin Media Mail email address.
If you’ve already got a Virgin Media O2 ID and you’ve linked it with your Virgin Media account, just head to Virgin Media Mail as normal, and sign in. If you’ve not signed up yet, create your Virgin Media O2 ID first before signing in to Virgin Media Mail.
If you access your Virgin Media Mail inbox using an email “client” app (like Microsoft Outlook, Apple Mail or Gmail), your username and app password will stay the same. You’ll still need to register for your Virgin Media O2 ID to access your mailbox and manage your app password.
If you’re having issues signing in to Virgin Media Mail, it could be because you’ve changed your Virgin Media O2 ID sign in details to something other than your Virgin Media Mail email address. If you’ve done this, sign in to Virgin Media Mail with the email you’ve used for your Virgin Media O2 ID. For example, if we gave you the username anexample@virginmedia.com, and you changed this to anexample@gmail.com in your online account settings, you’ll need to use the second email address to sign in to your anexample@virginmedia.com inbox.
If you use an email client, you need to use your Virgin Media Mail email address as the username, and your separate Virgin Media Mail app password. You can manage your email app password by signing in to My Virgin Media with your Virgin Media O2 ID, heading to Account settings, and then ID settings.
As this app password is separate from your Virgin Media O2 sign in details for Virgin Media and O2 websites (or any Virgin Media apps), this won’t affect your My Virgin Media O2 password. So, if you check your Virgin Media Mail emails through My Virgin Media O2 or at mail.virginmedia.com, you'll still only need your My Virgin Media O2 password, if you have one.
Using bookmark or favourite to access Virgin Media Mail? If you use Virgin Media Mail regularly you may have saved the page to your web browser. We recommend accessing Virgin Media Mail from My Virgin Media, as this also provides links to our other services and information about your Virgin Media account. To do this:
Go to My Virgin Media
Tap sign In and enter your Virgin Media O2 ID – remember these may not be the same as the details you use for Virgin Media Mail
Once you’ve signed in to My Virgin Media, navigate down to Quick links and tap on Virgin Media Mail to go to your email inbox
If we’ve locked your account, it usually means that there’s been a security risk, or you’ve tried to sign in too many times with the wrong sign in credentials.
First, review your Virgin Media O2 sign in details. If you have a password to access your Virgin Media O2 ID, you should consider changing it for security. You should also review any of the authentication methods, like passkeys. You can change these by signing in to My Virgin Media with your Virgin Media O2 ID, heading to Account settings and then Security settings.
Next you’ll need to generate a new email app password. You’ll use this specific password when signing in to your email using third party apps, like Outlook or Gmail, to keep things safe and secure.
Sign in with your Virgin Media O2 ID
Go to Account settings, and then ID settings
Tap Manage your products
Head to the Virgin Media account section and tap Manage email app password
Tap Get new password and follow the on-screen instructions - 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
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 Virgin Media O2 ID password, if you have one.
Finally, now that you’ve managed your security settings and reset your app password, make sure your emails aren’t being forwarded without your knowledge.
Go to Virgin Media Mail
Sign in with your Virgin Media O2 ID
Tap 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.
Once you’ve made sure your devices are free from any bugs that may cause security risks, you’ll need sign in to My Virgin Media to change your Virgin Media O2 ID security details. You can sign in and do that by following the link below.
Go to Virgin Media O2 security settings
Once in your security settings, you’ll need to review your Virgin Media O2 ID sign in methods. If you use a password you should consider changing it. Review any other authorisation methods you use too, like passkeys or verified phone numbers, to check you recognise them – and delete any you don’t recognise.
When you contact Virgin Media over the phone, you’ll be asked to confirm your telephone password (or memorable word) to verify it’s you.
To change your telephone password, just follow these steps:
Sign in with your Virgin Media O2 ID
Go to Account settings, and then ID settings
Tap Manage your products
Head to the Virgin Media account section and tap Telephone password
Follow the on-screen instructions
When accessing some O2 services, we might ask you to verify by answering your security question.
To update your security question and answer, follow the steps below:
Sign in with your Virgin Media O2 ID
Go to Account settings, and then ID settings
Tap Manage your products
Head to the O2 account section and tap O2 security question
Follow the on-screen instructions
You’ll need a separate username and password to sign in to Virgin Media Community.
For O2 Community you’ll need to sign in with a Virgin Media O2 ID, even if you don’t have a Virgin Media or an O2 account.
To join to the Virgin Media Community, follow the link below and tap Sign up.
Sign up to Virgin Media Community
For the O2 Forum, sign up by following the below link and tap Register now.
When you register for a Virgin Media O2 ID, we’ll automatically link your accounts if your sign in email address matches. If you signed up for your Virgin Media O2 ID with an email address different to the one you used for My Virgin Media or My O2, we’ll ask for the details of your Virgin Media and O2 accounts and link them to your ID.
If you skipped this step during registration, follow these steps:
Sign in with your Virgin Media O2 ID
Go to Account settings, and then ID settings
Tap Manage your products
Navigate down and choose either Link your Virgin Media account or Link your O2 account
Follow the on-screen instructions
So that you can get the best out of managing your account online, it’s best to create just one Virgin Media O2 ID and link both of your Virgin Media and O2 accounts to it.
If you don’t want to do that, you can create two separate Virgin Media O2 IDs, and link one to each of your Virgin Media and O2 accounts. You’ll need to use two different email addresses (that belong to you) to set this up.
We may have to lock your online account for security reasons if we suspect there’s been any unusual activity.
If your account has been locked, we’ll let you know when you try to sign in with your Virgin Media O2 ID. Simply follow our steps to unlock it and afterwards, sign in.
Whenever a change is made to your Virgin Media O2 ID, we’ll send you an email and text message to let you know, as well as noting the change in your account activity log. Activities include actions like updating your email address, changing a password, or adding a passkey.
If you haven’t initiated the changes yourself, don’t recognise the activity, or someone you don’t know forced you to make changes, you need to follow our fraud processes below as possible:
Virgin Media fraud and online security advice
O2 fraud and online security advice
If you want to check your Virgin Media O2 ID activity:
Sign in with your Virgin Media O2 ID
Go to Account settings, and then Security settings
Navigate to Other actions, and tap View activity log
You’ll now see the summary of the security activity from your Virgin Media O2 ID
If you’re a named person (known as a delegate) on an O2 associated account, you’ll be able to manage this account online.
Once you’ve created your Virgin Media O2 ID and signed in, head to Account Summary, tap Manage your products, then scroll down to Other O2 actions to check and manage any associated roles.
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