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TG661's avatar
TG661
Just joined
4 days ago

Secondary email account no access for over two weeks now

My daughter has a secondary email account with my virgin media. She has been unable to access her emails for over 2 weeks now as it comes up with a error message saying 403 forbidden and tries to google translate the page from Luxembourgian. We rang last week to sort this but was told the account was locked then had a new password created. She couldn’t even get to the page to enter this password without the forbidden sign coming up again. We rang again an hour later and was told it was actually a global problem and that many people were having the same problem. They said someone was working to try to resolve it. It has now been over 2 weeks without her email account and she uses this email for healthcare, work and her landlord. Can someone provide me with an update. 

1 Reply

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    3 days ago

    Hi TG661 

    Thanks for posting and welcome to the community. The translate suggests there's an active VPN on the device. Can you remove it then reboot and then do this for us;

     

    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'

     

    Leave it for thirty minutes. The Forbidden message would indicate it's locked. Then try logging in after 30 minutes.

    Let us know if works.