Forum Discussion

sjcgb's avatar
sjcgb
Tuning in
2 years ago

403 Forbidden error

A secondary account on my Virgin Media email will not allow acces to webmail. The main account is OK.

It is possible to log into the secondary account via MyVirgin Media but clicking either of the links to go to webmail produces a blank page with '403 Forbidden' on the top left hand corner. No explanation.

Any idea how to get into the webmail? Access via iphone as fine so the account still exists and has emails. The problem is that Virgin allocates spam messages which then don't get through to the mobile client. I need to check spam for some known bona fide medical messages to define as 'not spam'. 

Thanks

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  • Lee_R's avatar
    Lee_R
    Icon for Forum Team rankForum Team
    2 years ago

    Hi sjcgb thanks for posting and welcome back to our community.

    Sorry to hear you're unable to access your secondary email address via webmail.  And sorry for any inconvenience this may be causing.  Have you checked here, for tips and advice?  Also, have you tried a different browser or device?  I understand you're able to access your primary email address, without issue, so I get that that may sound strange advice, but you'd be surprised how often a different browser helps.  Also, do you know if your passwords are in sync with the password you use for 3rd party clients?

    Regards

    Lee_R

    • fabes2007's avatar
      fabes2007
      Joining in
      2 years ago

      Hi 

      Another long term (ntlworld.com) email customer here who cannot access his email account

      I use Outlook to access it on PC and Android - it stopped syncing for no apparent reason (but I accept it could be me)

      I was able to sign in via webmail for a few days but now it is Forbidden

      I have logged in here using my Gmail account

      Yes I have cleared cache and changed Browser etc etc, and have tried to contact support but you really need to rest what 'usual' is as your always more busy than usual.

      I have an urgent need to use my email due to dealing with the estate of my father. Having to plead for assistance via a Forum is not what I expect of support from Virgin O2, but here goes....

      Help appreciated a ticket something that will get me back in ASAP

      • fabes2007's avatar
        fabes2007
        Joining in
        2 years ago

        Well what do you know

        Including a 15 minute wait, nigh on an hour with one of the ladies on the team actually resolved this!!!!!

        She had to reset passwords for me her end but it did, very eventually, work.

        A massive faff of Virgins making and I have to use a Gmail to log in but PW for the Outlook app only went and worked as well. 10/10 to that member of the team, but she did let slip its been a massive issue for many (many) customers. The UAT on this 'patch' was sh...ocking obvs!. Lets hope this fix lasts......

    • sjcgb's avatar
      sjcgb
      Tuning in
      2 years ago

      Hello and yes, same with a different browser. But you're joking about the 'how to check for tips & advice link? That just goes to the same login problem!

      There is a new app password for the phone email client which works fine (but is not the same as the virginmedia login password).

      If there's a fix PLEASE can you just put it up somewhere public rather than every customer having to complain individually for the same problem?! (see Fabes2007 reply, below)

      Thanks

      • Joseph_B's avatar
        Joseph_B
        Forum Team (Retired)
        2 years ago

        Hey sjcgb,

        Thanks for getting back to us.

        Given the advise provided by Fabes2007, resetting your password will allow you to regain access to your secondary email account, you can go about following the steps provided by one of our VIP's here.

        Joe

  • fabes2007's avatar
    fabes2007
    Joining in
    2 years ago

    Hi Forum team / knowledgeable people

    I have isolated the issue and still need help.

    I go through the reset app password (using my Gmail account - what a stupid idea) and have Outlook working and syncing and sending a receiving on the PC.

    I input and try to use the same 4 word password on the Outlook app on my Android phone and it doesn't work

    So I reset the app password to create a new, separate one for the Outlook app on my phone, but of course the one on the PC is then invalid....!!!

    How do I return to having the ability to view my emails in Outlook on both my PC and my phone at the same time?. I used to be able to and indeed my wife with the same email config as I have, still can (on an iPhone, iPad, laptop and PC!)

    RSVP

    • Graham_A's avatar
      Graham_A
      Very Insightful Person
      2 years ago

      fabes2007 With the Outlook app you need to delete the email account from the app and then re add it using the four word password.