Forum Discussion

A1Qicks's avatar
A1Qicks
Just joined
5 hours ago

Mail App reads "Forbidden" and won't allow access

To preface, I have recently had difficulties with hackers getting into my ntlworld email account. Following security advice, I have:

  • Signed out of all devices.
  • Changed my password (from a confirmed non-compromised device, just in case), then removed the password in favour of the more secure passkey.
  • Changed my login email to a third party email address.

I've also been monitoring the Activity Log for sign ins and not seen any new ones I don't recognise.

While I still have access to my Virgin Media O2 account login, when I go to my Mail app page, I am now receiving a "Forbidden" page. I am assuming it's been locked for security reasons. 

I have seen in other threads that the third party email often fixes this, but I can't see any other way of unlocking this. Can anyone assist?

account
hackers
mail
mailbox email
security

3 Replies

  • Graham_A's avatar
    Graham_A
    Very Insightful Person
    4 hours ago

    A1Qicks​ 

    The email account can usually be unlocked by generating a new email app password for the account.  This is the case even if you are not using an email app/client to access your emails.

    To create an email app password or update an existing one you need to follow these steps:

    Sign into the My Virgin media account for the email concerned with your VMO2ID
    Select Account Settings
    Select Identity & Security Settings
    Select Manage your products
    Select Manage email app password
    Click on the blue button 'Get New Password'

    Make a note of the generated password.  This is what you use in the mail apps along with the vm email address as the username.

    • A1Qicks's avatar
      A1Qicks
      Just joined
      4 hours ago

      Thanks @Graham_A - this has let me in! I saw similar instructions elsewhere but was looking in the wrong spot for the "Get New Password" button.

      On a related note- I am seeing a lot of emails in my Trash that supposedly came from "me". I've done enough research to know to check the Source and look at the originating IP - it's not the same as emails actually sent by me, and they're all varied. My understanding is that this means they've been spoofed and not that anyone is in my account currently.

      Are there any security measures I can do to prevent this? I imagine the lockout occurred because it seems like my account is sending spam emails, but if they're spoofed, then changing my security details won't make any difference.

      • Graham_A's avatar
        Graham_A
        Very Insightful Person
        3 hours ago

        If the rogue emails are in your VM webmail trash folder then they will have been sent using your account credentials and are not simply spoofed.  By changing all your account passwords you should have locked the hacker out. It would be worth checking your filters and forwarding rules to make sure that the hacker hasn't set any up as this is a tactic they use to disguise their activities.