Manage your Virgin Media mail
Frequently asked questions
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 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:
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
Follow the on-screen instructions
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.