Forum Discussion

MF15's avatar
MF15
Tuning in
28 days ago
Solved

Help Needed: Cannot access Virgin media mail (ntlworld.com) via My Virgin Media or webmail link

Although I can sign into My Virgin Media online and see my billing, I am not able to access My Virgin Media account details or Virgin Media Mail settings or Virgin Media Email via this or on my phone app.  I get the error message '403 Forbidden' or 'Oops looks like somethings wrong on our side please try again.'  I am able to receive and send email via outlook on my phone but as I like to send attachments via documents done on my pc I would like to be able to access the webmail version as I usually do up until yesterday.  I usually access email via the Virgin Media webmail or the Virgin Media Mail link on My Virgin Media.

I have had a couple of lockouts on my email over the last few weeks.  The first time took me through changing my sign in email and password on My Virgin Media so that Authentication codes could be set.  I also had to generate codes for the third party apps such as Outlook.  I did this and after some effort this worked.  I don't seem to be locked out of third party apps currently i.e. outlook on my phone but am locked out of the webmail.

I phoned Virgin Media yesterday and they said to wait 24-48 hours.  I have waited about 9 hours now and no change.

Any advice would be appreciated.

  • MF15's avatar
    MF15
    26 days ago

    Phew! Thanks Kath_P that worked like a dream.  I generated the app passwords on My Virgin Media and this immediately unlocked the webmail.  The apps also worked immediately after I put the passcodes in so no nervous waiting around  All good now.

    This Forum works well and thanks for your help.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    28 days ago

    So Outlook is working with the "virgin" email address and app password. 

    The login to MVM and Webmail is via your 3rd party email address and MVM password, so this is the one that is not working?

  • MF15's avatar
    MF15
    Tuning in
    28 days ago

    Yes.  The outlook app on my phone and another pc are working.  These use the Virgin media generated passwords for third party apps that I generated last week and the ntlworld username - they don't need the alternative email address to sign in.  The login to MVM on my pc browser or iphone works - I get past the sign in page with my other email address (I had to set that a couple of weeks ago so that authentification codes could be sent there rather than ntlworld account) into the page with billing etc and it knows who I am.  If I then try to choose Virgin Media email or account settings it says '403 Forbidden' or 'Oops looks like somethings wrong on our side please try again.'

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    28 days ago

    Sounds like the account has been messed up maybe? Nothing much you can I guess apart from waiting for a VM Mod to pick this up and discuss with you directly.

  • MF15's avatar
    MF15
    Tuning in
    28 days ago

    Thanks - yes I need a VM Mod to pick this up

  • MF15's avatar
    MF15
    Tuning in
    27 days ago

    I appear to be able to access My Virgin Media account details and Virgin Media Mail settings now but when I try to access my email from there I get 'forbidden' error message.

    • Kath_P's avatar
      Kath_P
      Forum Team
      26 days ago

      Hi MF15, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear you're getting this error. It usually means the account has been locked. You'll need to generate a new app password. Once that's been done, it should automatically unlock again. 

      Please log in to My Virgin Media here > Click on Account settings > Virgin Media Mail settings > scroll down to the App password section and click the Generate new App password button.

      You should get a pop up message asking you to verify your email address and you'll be sent a one time passcode to enter on the next page to verify it's you. Once verified you'll then be given an app password which will look something similar to: mail-horse-yellow-panda and you should note this down. This should automatically unlock the account within 2 hours.

      After generating the new app password, you'll get an error on your 3rd party apps/clients. To get things working again, you will need to enter the new mail password in the settings. This will allow your emails to load again. 

      Please let me know how you get on and apologies for the inconvenience.

      Thanks, 

  • MF15's avatar
    MF15
    Tuning in
    26 days ago

    Thanks I will try this though this is the third time this has happened to me in 3 weeks and I am surprised because my email is working fine on my third party apps - iphone email and outlook on another pc but I am just not able to access email via My Virgin Media email button i.e. web access.  Will let you know how I get on with this.

     

  • MF15's avatar
    MF15
    Tuning in
    26 days ago

    Phew! Thanks Kath_P that worked like a dream.  I generated the app passwords on My Virgin Media and this immediately unlocked the webmail.  The apps also worked immediately after I put the passcodes in so no nervous waiting around  All good now.

    This Forum works well and thanks for your help.