Forum Discussion

carol5-4's avatar
carol5-4
Up to speed
7 months ago
Solved

Another NTL email sign in problem

Hi All,

I had this problem earlier in the year, that is the log in button not working. I have followed the steps taken back then, and no, nothing, I obviously managed to sign in here, but the main Virgin site the button still doesn't work.

Cache cleared, anti-virus and malware scan done, private window tried, extensions disabled, all to no avail.

Any other ideas...or has VM, altered their settings as I have noticed there are a few with same/similar problems.

All of my ntlworld email sign in buttons affected.

Many thanks for any suggestions.

  • coenoby's avatar
    coenoby
    7 months ago

    carol5-4 

    I have just had a look at your lengthy previous  forum thread on this problem. I am not entirely convinced that Malwarebytes was the cause of the problem.  However, at the time you found that switching it off did allow you to access the account so I may be wrong there.🤔

    However, back to the present:

    Can you access the webmail account directly using this link rather than button on the website? https://mail.virginmedia.com/  I don't think anyone suggested that last time.

    You could also try accessing the email account using a "private window" in Firefox. Click on the 3 horizontal bars top right of the Firefox screen and click on "new private window".

    Can you access your My Virgin Media accounts? I'm assuming that's where the button you refer to is located?  If so, have you already changed your VM username to a non VM email address for each of those affected email accounts as recommended by goslow ? If not you do need to do that. You will have to do it at sometime anyway.

    Coenoby

     

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  • goslow's avatar
    goslow
    Alessandro Volta
    7 months ago

    Assuming you are still a customer of VM for VM broadband ...

    VM has implemented a number of changes for email as below

    https://www.virginmedia.com/help/broadband/manage-email-account

    which includes the use of third party email addresses for 2FA and also the use of app passwords for email clients.

    Each VM email address now has its own 'My Virgin Media' login to administer the email address whereas before all addresses used to be administered from the primary VM account.

    • carol5-4's avatar
      carol5-4
      Up to speed
      7 months ago

      Thank you for replying goslow, however your suggestions are in this instance off topic.

      I'm sure they will help others. Many thanks again.

  • coenoby's avatar
    coenoby
    Very Insightful Person
    7 months ago

    carol5-4 

    I have just had a look at your lengthy previous  forum thread on this problem. I am not entirely convinced that Malwarebytes was the cause of the problem.  However, at the time you found that switching it off did allow you to access the account so I may be wrong there.🤔

    However, back to the present:

    Can you access the webmail account directly using this link rather than button on the website? https://mail.virginmedia.com/  I don't think anyone suggested that last time.

    You could also try accessing the email account using a "private window" in Firefox. Click on the 3 horizontal bars top right of the Firefox screen and click on "new private window".

    Can you access your My Virgin Media accounts? I'm assuming that's where the button you refer to is located?  If so, have you already changed your VM username to a non VM email address for each of those affected email accounts as recommended by goslow ? If not you do need to do that. You will have to do it at sometime anyway.

    Coenoby

     

    • carol5-4's avatar
      carol5-4
      Up to speed
      7 months ago

      Hi coenoby, late last night I disable the malwarebytes browser guard again, and I got through! Malwarebytes browser guard removes the 'Captcha' so you can't get through as no boxes have been clicked to prove you are not a 'bot.

      This morning I had another problem, in the form of 'server unreachable' I noticed your reply and tried the direct https link, and et voila! Success!!!

      Many many thanks

      Yes, I am changing my email counts over to gmail, sadly not complete at the moment.

       

      • coenoby's avatar
        coenoby
        Very Insightful Person
        7 months ago
        carol5-4 wrote:

        I disable the malwarebytes browser guard again, and I got through! Malwarebytes browser guard removes the 'Captcha' so you can't get through as no boxes have been clicked to prove you are not a 'bot.

        Thanks for the update.  I'm surprised to hear that Malwarebytes was the cause of your issues.

        Back in 2022 there were many reports that Malwarebytes  Browser Guard had started blocking the "Captcha" screen but Malwarebytes moved quickly to  correct the problem.   It was a big issue at the time because lots of websites use Google's Captcha / reChaptch software product, It's not just used by VM.  Maybe you need to update Malwarebytes on your device?

        I'm glad the direct link to VM webmail worked.

        Coenoby

         

  • carol5-4's avatar
    carol5-4
    Up to speed
    7 months ago

    Hi Coenoby, I am afraid it is Malarebytes Browser Guard. It is up to date, the add ons are configured to update automatically (I have checked) and I use FireFox.

    If I disable it, I can, as stated, most times, sign in.

    I am also perplexed that it does not happen on any other site, apart from Virgin Media.

    Although slightly different, my Laptops are protected by Malwarebytes Premium.

    Best, Carol

     

    • coenoby's avatar
      coenoby
      Very Insightful Person
      7 months ago
      carol5-4 wrote:

      Malarebytes Browser Guard. It is up to date, the add ons are configured to update automatically (I have checked) and I use FireFox.

      If I disable it, I can, as stated, most times, sign in.

      You might like to check out Malwarebytes User forum, their equivalent to this VM forum.

      A quick search there has just taken me to a thread relating to the incident I referred to earlier: https://forums.malwarebytes.com/topic/286597-malwarybytes-is-blocking-the-recaptcha-all-of-a-sudden-this-morning/ 

      And here's a more recent thread that was eventually found to be caused by Captcha being blocked https://forums.malwarebytes.com/topic/315887-malwarebytes-browser-guard-preventing-logging-in-to-various-sites/ 

      It seems the problem from 2022 did return.

      I am also perplexed that it does not happen on any other site, apart from Virgin Media

      The thing is that each website only triggers the Captcha screens if there is something that triggers the software to think the attempted sign-in looks suspicious.

      I only sign into VM webmail occasionally but when I do I rarely see Captcha. However,  once it does get triggered, then for a while afterwards it seems to get triggered every time I sign in.

      Lots of websites use Captcha but perhaps the other sites you use either don't use Captcha or you don't trigger it.

      Coenoby