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racred
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Have to sign on multiple times to get to webmail

Hi,

My wife uses Virgin webmail and has, for months, had a problem signing in. Usually it takes a couple of attempts, frequently three attempts and yesterday, 7 attempts (I made the last three attempts). Caps lock is not on (I've checked), in case you're wondering. It is very frustrating. Any ideas? This isn't just a recent occurrence.

Regards,

Ron

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Superuser
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Message 2 of 12
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Re: Have to sign on multiple times to get to webmail

Yes - this is not uncommon. Clear your browser cache and cookies. Google for advice if you are not sure how to do it. Different browsers work in different ways.

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racred
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Message 3 of 12
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Re: Have to sign on multiple times to get to webmail

Will give that a try. Thanks for the quick reply.

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racred
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Message 4 of 12
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Re: Have to sign on multiple times to get to webmail

Thanks for the suggestion, but I'm afraid this didn't work. Never mind, we battle on.

Cheers,

Ron

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Message 5 of 12
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Re: Have to sign on multiple times to get to webmail

Describe exactly what happens when your wife tries to sign into web mail and fails!

These two help files may give you clues to a solution as well.

http://help.virginmedia.com/system/selfservice.controller?CONFIGURATION=1001&PARTITION_ID=1&TIMEZONE...

http://help.virginmedia.com/system/selfservice.controller?CONFIGURATION=1001&PARTITION_ID=1&TIMEZONE...

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racred
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Message 6 of 12
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Re: Have to sign on multiple times to get to webmail

Thanks for the links. Third party cookies are allowed and she is using the username she was given by VM originally. The problem manifests itself when she attempts to sign in to webmail, she frequently just gets the sign-in screen again. Sometimes, she also gets asked to prove she's not a robot. It can take between two and five attempts to sign in before she's successful - not changing what she does, just retrying. This happens whether she uses a bookmark (I saw the reference to problems with bookmarks in one of those links) or tries direct from the VM website. Frustrating.

Cheers,

Ron

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Message 7 of 12
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Re: Have to sign on multiple times to get to webmail

Yes it is frustrating. What browser does she use? The site is reportedly quite sensitive to the browser type, although it's behaviour is not consistent. For example I get faultless behaviour with Chrome but odd behaviour with IE 11. I have swapped to Chrome!

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racred
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Message 8 of 12
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Re: Have to sign on multiple times to get to webmail

We both use Chrome (have done for a few years). I'll try Firefox (which she has installed as an alternative in case of emergency).

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Message 9 of 12
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Re: Have to sign on multiple times to get to webmail

Let us know how you get on.

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racred
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Message 10 of 12
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Re: Have to sign on multiple times to get to webmail

Sorry about the delay - I haven't been back since last year. Sadly, no difference.

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