Virgin Media O2 UK Users Struggle to Access Secondary Email Addresses
Some customers of Virgin Media’s (O2) broadband service have been struggling, often for several weeks now, to regain access to their email accounts – those belonging to secondary account holders. The issue began after the ISP made a change to their ID system that seemed to lock related users out with a “FORBIDDEN” message.
ISPreview has always advised our visitors not to rely upon the email services provided by your broadband provider, not least because it can make it harder for you to switch providers (i.e. you run the risk of losing access to your address). Often it’s far better to sign-up with one of the many free email providers (e.g. Gmail, Outlook/Hotmail) or pay a small amount for a dedicated service.
The latest situation is perhaps yet another example of why it’s risky to entrust email access to your ISP. In this case, the problem mostly seems to be centred on those who have a secondary email address on their Virgin Media account, such as might occur when a family member or small business wants to establish their own (additional) email account under that of a primary account holder; a fairly common practice.
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In the case of Virgin Media, the provider hasn’t allowed customers to create new email addresses for several years, but they’ve continued to maintain support for those that already had the service. Unfortunately, some of those in this group, primarily users who previously created an additional email account, have been struggling to regain access to it for the past few weeks.
Some example complaints about this issue can be found here, here, here and here, but there are many more online. Credits to Timandra and Michael for bringing all this to our attention.
Sample Complaint by mames
“My daughter has a secondary email account with my virgin media. She has been unable to access her emails for over 2 weeks now as it comes up with a error message saying 403 forbidden and tries to google translate the page from Luxembourgian. We rang last week to sort this but was told the account was locked then had a new password created. She couldn’t even get to the page to enter this password without the forbidden sign coming up again. We rang again an hour later and was told it was actually a global problem and that many people were having the same problem. They said someone was working to try to resolve it. It has now been over 2 weeks without her email account and she uses this email for healthcare, work and her landlord.”
Sample Complaint by TSinDistress
“My husband is the primary account holder after becoming a VM customer in 2011. I am the secondary account. We have both had @virginmedia.com email addresses since joining.
3 weeks ago I suddenly received the message FORBIDDEN whilst trying to access my emails. I immediately rang and reported this, was given a ticket number and told many customers were experiencing this problem which would be resolved within 10 days. I then went on holiday to an area where internet access was not always available, but when it was still received the FORBIDDEN message.
I rang for help this morning, was given another ticket number with the suggestion I was now back of the queue and someone would get in touch. No-one has – not since the end of July.
Like so many email is my primary source of contacting others and I don’t have secondary access to email addresses. I have a small business too and am at risk of losing income.”
Sample Complaint by Timandra
“Are you aware that a very large number of Virgin Media customers have been frozen out of their emails?
On 26th July I joined their number, when my screen went blank and the word FORBIDDEN appeared after sending an email. I have twice raised this matter with VM, been given a ticket no. and told the matter would be resolved in 10 days. But it has not. And no-one seems to know how to resolve this, although one possible route I could take might jeopardise my husband’s (primary) account. I am the secondary account holder. I can’t even look at my email address book. I have checked the community forum and facebook pages with no answers in sight.”
In response, VMO2 informed ISPreview that the “vast majority” of secondary account users who have started the single sign-on journey have completed this process successfully without issue, but they do acknowledge that a small number of customers have still experienced the issue described above.
The operator states that they have been able to resolve the issue for many of those who raised this with them, such as via password resets and/or advising secondary email account holders to set up their own VMO2 ID to allow access. But anybody with ongoing problems is advised to raise it with the provider’s support team.
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A Virgin Media O2 spokesperson said:
“Since its launch in July, millions of customers have successfully set up their new Virgin Media O2 Identity. Backed by the latest security features such as passkeys and biometric authentication, single sign-on gives our customers a more simplified and consistent experience when accessing and managing their online accounts.
We’re aware that a small proportion of secondary account users have experienced issues accessing their email accounts when setting up their new IDs, and we have been able to resolve such cases when customers have raised them with us. Anyone who is experiencing an issue is encouraged to contact us directly so that our specialist agents can help.”
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on X (Twitter), Mastodon, Facebook, BlueSky, Threads.net and Linkedin.
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The whole new Virgin Media O2 login merger thing is a mess. I was stopped from accessing my O2 account for about a week when they made me link the login to the new system. The reason I was given was because my email address was O2@domain.uk. They didn’t like the O2 before the @ apparently. To be fair, they did fix it but it took just over a week.
I have been a virgin media customer for when they first started had no probs with my email never been hacked or anything go wrong…well since 02 joined them what a mess they have been once I get my personal stuff moved i will no longer use 02,virgin media what a shame they got together poor show don’t use go elsewhere and be happy
VMO2 desperately want you to stop using their email service. For the past 18 months they have been phasing in the requirement to have a third-party email account bound to your VM account. Users who don’t have a second address have to setup a brand-new email account that they will only ever use for verification purposes. VM are somehow claiming this makes your account more secure even though they have no security requirements or control over this secondary account.
In certain circumstances, this third-party email address replaces your VM address (username) when logging in. All while still allowing app passwords. They are trying to make it as complicated as possible and hopefully push people to other email providers.
They are now requiring it with secondary VM email accounts. If you go to the main site email login and use your existing password, you get presented with the third-party email request then you’re asked to bind the email to your VM account. If you go to the old, or even the more recent email sign in page through a bookmark or search link, you get the forbidden error.
I hope it pushes people away in general and not just to another email provider.
Over 5 weeks without access to my email account, (as well as my VM account)since the move to have a joint login to VM and 02.
Been through customer service, technical support and now complaints.
Benn told to go through the process of signing in, but to verify it’s me, I have to click on an email VM send to me!! But that’s the email address I can’t access.
No progress , just bland statements.
IT department supposedly dealing with this, but absolutely no feedback about what is actually happening.
Compensation claim getting larger and larger everyday, given no access to incoming emails, many of which will undoubtedly be desperately urgent.
A communications company, that can’t facilitate communication. Unbelievable.
NB you ask for my email address, below, but that’s the one I can’t access!!
I haven’t been able to log in my virgin 02 mobile phone accounts for 6 weeks prior to that not had an issue
3 of us are on old system apparently!! I’ve been told by 02 there updating !!
Not helpful 1 bit
I didn’t link our accounts to sign in registered on 02 but I’ve now set up the link account to my old virgin media account and can access via that way it seems all very frustrating
My eldest son has a brand new account so is unaffected it seems,
> ISPreview has always advised our visitors not to rely upon the email services provided by your broadband provider…
Also rename your WiFi. Seen too many people who switch provider, and then have to change all their cameras, Alexa’s etc. to use the new SSID. Much easier to configure your own SSID on the router.
I have not been able to access my independantvirgin email address. Emails can be sent to it and they do not bounce! Raised the problem with virgin on phone nd by email from my other virgin email. Have not had a reply or even an acknowledgement. Looks like I.ll be forced to go elsewhere for my emails and may loose all of my past records.
I’ve had an issue I phone up the help desk two weeks ago ans im still awaiting a reply at first it had mdia they left the e out then they told me it was .co.uk but I have always been .com
So back it went with we will be in touch in up to 7 working days… 9 days letter I have sent a complaint
I have been waiting 3weeks for vm to sort my email out they keep saying they will get in touch but no response this as happened 5 times can anyone tell me how to get abetted sevice
I have given up on Virgin unable to access emails for weeks then suddenly got in on old lap top but not I phone. My wife has HD no luck at all. As we had to set up new accounts with Gmail. We have changed provider at half the price. What price customer service?
I too have not had access to my ntlworld email account since mid July. I have spent hours on phone being told to try different things to rectify problem which haven’t worked and made 3 complaints. I’ve requested that they forward my emails to my newly created email address which they say they can’t do……REALLY.??? I am thinking on cancelling my whole Virgin Media package because of the lack of customer service. What an extremely frustrating situation.
I also had trouble getting into my virgin media for a bout 5wks kept ringing them up they said they pass it on .
So gutted lv lost my emails.
I said l was leaving them so out of spite they have shut down my VM account again it states u have 90 days to sort ur emails out but they had aleady shut me down.
I will never go back to them