Forum Discussion

heliart's avatar
heliart
Tuning in
2 years ago
Solved

403 Forbidden on webmail (Again)

Hello,

I'm posting this on behalf of a close family friend I'm trying to help. Last Friday (9th June 2023) they could no longer access their virgin email via the webmail interface.

They get a redirect to a forbidden message, and Chrome seems to think it needs translating from Luxembourgish!!!

This exact issue has been reported by others on this forum, namely:-
https://community.virginmedia.com/t5/Email/403-Forbidden-on-webmail/td-p/5206671

This issue has nothing to do with their local setup, or browser as I see the exact same issue loggin into webmail using their account on my PC's. Clearing caches etc makes no difference, nor does Incognito mode. See the same with Chrome, Firefox and Edge.

Looks like some backend server issue? Related to email inbox overlimt perhaps? But there's no way to log in to check.

Any ideas?

Steve

  • EyesSquared's avatar
    EyesSquared
    2 years ago

    Hi Steve

    I've just finished a call with customer support(?). I had this same issue for about a week and a half.

    I've now managed to access my account with thanks of a moderator on this Forum liaising with tech team on my behalf.

    I was advised to do the following:

    1. Log in to VM account

    2. Account Settings> Virgin Media Mail Account settings> Generate New App Password, copy and paste (make a note - you will also need to enter the final password generated to access your account on Android and Apple device) (do not select DONE)>go back a screen (arrow top left of screen).

    3.Go to Account Settings>Password - copy and paste new password, save. Log out. 

    4 Repeats steps to 1 to 3 again two more times. (Remember make note of password generated by App)

    5. Log in, access Virgin Media Mail from VM Account Dashboard. And fingers crossed all should work.

    Please note, I went back and changed my password in VM Account to one I could remember but still needed to enter the generated one to access my e-mails on iPad and Android phone. 

    Hope this helps.

  • JulieT6's avatar
    JulieT6
    On our wavelength
    2 years ago

    I am afraid those instructions are way over my head and beyond my ability to carry out. I am too concerned about doing something wrong and being locked out on the PC as well, which is currently ok for emails. It is on my phone and Chromebook I can't get emails at the moment.  I don't know why someone can't actually ring me and be on the line to fix this for me?

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team
      2 years ago

      Hi JulieT6, thank you for your response. 

      Unfortunately, we can't arrange calls from here in the Forum Team. 

      If you'd prefer to discuss this matter over the telephone, we'd suggest contacting the customer service team on 0345 454 1111, or 150 from a Virgin Media landline or Virgin Mobile.

      Alternatively, you can seek support via WhatsApp on +447305 327 112.

      Regards,
      Daniel

    • Mart888's avatar
      Mart888
      Dialled in
      2 years ago

      Yes, this is what was happening for me too. No logic to it. At the moment I can access emails on the phone only and I daren't try the PW change stuff all over again for fear of ending up with no access at all. This is totally unacceptable.

  • JulieT6's avatar
    JulieT6
    On our wavelength
    2 years ago

    I am directly messaging someone in Virgin Media Community Support.  So far he has been unable to help other than suggest I clear history, cookies etc which I have done countless times.

    There is no way I am putting myself through the hell of another 8 hours on the phone speaking to people who can't help me, or having a temporary fix that fails a few weeks later.  I just don't have the strength to once again be passed from person to person for hours, repeating my information, passwords, problem etc, over and over again.

    As I'm beginning to think Virgin don't have much interest or ability to fix this, I'm looking at alternative ways to proceed. What happens if I take my emails away from Virgin - would I still have to pay the same monthly amount I am paying now, for my landline, TV and broadband?

    • Mart888's avatar
      Mart888
      Dialled in
      2 years ago

      No interest at all in fixing it. It's obvious.

  • EMaue's avatar
    EMaue
    Joining in
    11 months ago

    Forbidden message and blocked out of E-mail a SECOND TIME.

    Virgin Media - Yet again the same issue.  I can not access my emails and have the Forbidden message.  Can you solve this issue for your customers.  It clearly keeps happening.

    Yours frustrated.

    EM

  • Blue70's avatar
    Blue70
    Joining in
    8 months ago

    I am trying the option from EyesSquared however when I click on Virgin Media Mail Account settings on the account settings page the page just refreshes and does exactly the same again. It won't allow me to access the next step, there is no error message just a page refresh. How do I get out of this loop?