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hoops65's avatar
hoops65
On our wavelength
12 months ago

Unable to log into NTL Email via webmail

I tried to log into my NTL webmail and it would not accept the password which I am 99% sure was correct.  I have reset twice now which says it is successful but still not able to log in saying the password is incorrect.

I can still log in via the original password on my Phone and other Apps which implies this has not changed

Can you advise what is wrong and how to fix

Thanks.

 

9 Replies

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  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    12 months ago

    Hey hoops65, thank you for reaching out and I am so sorry to her about this.

    If it working on all the other devices there could be an issue with that device you are trying to login with.

    What error is it giving you?

    I would make sure the device is fully updated.

     

  • hoops65's avatar
    hoops65
    On our wavelength
    12 months ago

    Hi, sorry to clarify, I cannot log in via webmail with the password I changed it to, or the one my apps are using. 

    I logged in and change the account to a non NTL account and but when I log in and select the NTL account It says " Your email or password was incorrect. Please try again or go back to change your email."

    I have changed this twice via the browser and still get the same error.  Existing Apps on phones/Outlook still work

    • David_Bn's avatar
      David_Bn
      Icon for Forum Team rankForum Team
      12 months ago

      Thanks for coming back to us hoops65,

      Please try clearing the cache on the browser you're using to log into the webmail services and/or seeing if you can login with the new details via an alternative browser.

      Thanks,

      David_Bn

      • hoops65's avatar
        hoops65
        On our wavelength
        12 months ago

        Hi, this is does not seem to be a browser issue as I cannot log in to webmail on any device or browser.  The password does not seem to have been changed when I changed it despite having a successful message

        I can log into my Virginmedia with the new password but when selecting virgin media email from the quicklinks I get a Forbidden message

        Hope that helps

         

         

  • hoops65's avatar
    hoops65
    On our wavelength
    12 months ago

    Hi, thanks by changing the password again for the email I was able to get back into webmail

    Thanks

    • Akua_A's avatar
      Akua_A
      Icon for Forum Team rankForum Team
      11 months ago

      Glad to hear this hoops65 

      Please continue to monitor this and let us know if you need any further help 🙂

      Thanks,

  • hoops65's avatar
    hoops65
    On our wavelength
    11 months ago

    Hi, This has occurred again.

    I can sign into My.virginmedia.com when I click on emails I have tried with both my VM account password and my email password and I cannot get in. 

    If I sign in with as my VM account email (not NTL address) I get prompted for a password.

    If I then enter my VM account password then goto email I get a 403 forbidden message

    If I use my mail password then it says my email or password are incorrect.

    I suspect it worked last time as I had authenticated with VM then changed mail password and was able to log in to mail while authenticated to VM.  That token has now expired

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      11 months ago

      Hi hoops65

      We're sorry to hear this has occurred again.

      Are you logging in via a third party app such as outlook?

      Or directly via our webmail?

      If webmail, could you please try changing the password again?

      Please pop back to us when you can.