Forum Discussion

makemray's avatar
makemray
On our wavelength
7 days ago

The 'Forbidden' thing again, cannot access email account.

When you try to access your Virgin Media account you are taken to a page with the Forbidden message. (That seems to think I am from Luxembourg)

This happens from time to time, and I know other people have had the same issue. 

I searched and found a solution on the forum. See attached below: - 

The problem I am having trying to go through this process is that when I go to Virgin Media Account settings I am asked to Verify that it is me! (Even though I have already signed into my account.) I am told an email with a code has been sent to me. (The third-party email address I sign in with not the Ntlworld.com address I also use. The problem being is that the code does not arrive until after the 15-minute code time out limit has passed. Even when I request a resend.  Today when I have tried, they have not arrived at all.   Oh, and yes, I have checked my spam holder etc and I am receiving all other emails as normal. 

Suggestions please. 

Ray

 

10 Replies

  • makemray's avatar
    makemray
    On our wavelength
    7 days ago

    Title should say can't access email account. 

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

      Firstly, are you still a paying Customer of VM?

      If so, there are two distinct bits here around VM mailboxes and the new security

      When you need to access "My VM" and use webmail, you need to use your 3rd party email address and password to logon.

      When you need to access your VM Mailbox via an "app" e.g. Outlook, Thunderbird  then you need to setup the access  with your NTL email address and four word generated password. 

      If none of the is working, you will need to contact VM Customer Services and get help.

  • makemray's avatar
    makemray
    On our wavelength
    6 days ago

    Hi, I am a very longstanding VM customer for many many years. I sign into my VM account with a third party email address and password to log in. Thats has been the case with me for some time, maybe two years or so. I can log into my VM account no problem. I can also access my emails via Apple mail, Outlook and Google having generated a four word generated password in the past. 

    What I cannot do is access my VM mail account as it takes me to a page as you see attached below:- 

    As I stated in my initial post I found a solution around this from the forum and posted that process above. As I work through that process and go into Account settings and then mail account settings I am asked to verify that it is me. The emails with a code to verify were being sent to me but arriving too late and were being timed out. Yesterday , the emails were just not arriving at all. Therefore, I cannot move forward to resolve the problem identified as stated. 

    I am hoping a member of the VM forum team can help me out. 

    Ray

     

    • David_Bn's avatar
      David_Bn
      Icon for Forum Team rankForum Team
      5 days ago

      Thanks for your post on our Community Forums makemray, and welcome back to our Community Forums.

      Can you please confirm if you've attempted clearing the cache on the browser you're using, or attempting to log in via an alternative browser to see if this will take you beyond the forbidden error message?

      Thanks

      David_Bn

      • makemray's avatar
        makemray
        On our wavelength
        5 days ago

        Hi David, I had not done that but I have now . Cleared all cashe and when that didn't work tried another browser and I get the same thing.  As well as the forbidden page it is strange that I am now also not receiving emails with the verification code. 

        Ray