Forum Discussion

mrawlings99's avatar
mrawlings99
On our wavelength
10 months ago

Webmail - forbidden - AppPassword Reset

I, as do many others in this forum regularly suffer from the webmail lockout issue which also prevents the sending of email via POP3 clients suck as Outlook. As other posts highlight, to resolve this issue you have to reset your app password and also paste this into your email client which I do every time it happens. I've had to do this twice within the last 7 days and it's becoming annoying.

Questions for VirginMedia.

1. Why do these lockouts happen, what events cause your webmail access to be blocked so you need to reset your app password?

2. What steps are being taken by VirginMedia to prevent the above or provide more information to users as to why it happens and what they can do if anything to prevent it?

When away from my Outlook client I'm logged in to my webmail from 9 to 5pm Mon - Fri and to have it suddenly lock you out with a note to translate the page into some random language is frustrating hence the requirement to understand why it happens.

  • Thanks for your post mrawlings99, and welcome back to our Community Forums!

    Sorry to hear of the recent frustrations with our E-Mail address when attempting to utilise this via a third party application.

    During these periods of non-access, has the E-Mail account been available for all functions via our webmail platform?

    Thanks

    David_Bn

    • mrawlings99's avatar
      mrawlings99
      On our wavelength

      Hi David,

      I think you maybe misunderstanding my post. During these periods of lockout you're able to access your @virgin.net emails via third party clients such as MS Outlook but for incoming only as the SMTP sending relies on the app password for it authentication. During lockout, accessing your webmail service is totally unavailable.

      My question therefore is still valid, why do these lockouts continue to happen and in my case twice in the last 7 days?

      Thanks

      • Paul_DN's avatar
        Paul_DN
        Forum Team

        Hi mrawlings99,

        We are sorry that the lock outs occurred, there are many things which can cause this from hacking attempts to Spam email being detected, we can only apologise, is this now back up and running?

        Regards

        Paul.