403 Forbidden error

[sjcgb]

A secondary account on my Virgin Media email will not allow acces to webmail. The main account is OK.

It is possible to log into the secondary account via MyVirgin Media but clicking either of the links to go to webmail produces a blank page with '403 Forbidden' on the top left hand corner. No explanation.

Any idea how to get into the webmail? Access via iphone as fine so the account still exists and has emails. The problem is that Virgin allocates spam messages which then don't get through to the mobile client. I need to check spam for some known bona fide medical messages to define as 'not spam'. 

Thanks

[Lee_R]

Hi @sjcgb thanks for posting and welcome back to our community.

Sorry to hear you're unable to access your secondary email address via webmail.  And sorry for any inconvenience this may be causing.  Have you checked here, for tips and advice?  Also, have you tried a different browser or device?  I understand you're able to access your primary email address, without issue, so I get that that may sound strange advice, but you'd be surprised how often a different browser helps.  Also, do you know if your passwords are in sync with the password you use for 3rd party clients?

Regards

Lee_R

[fabes2007]

Hi 

Another long term (ntlworld.com) email customer here who cannot access his email account

I use Outlook to access it on PC and Android - it stopped syncing for no apparent reason (but I accept it could be me)

I was able to sign in via webmail for a few days but now it is Forbidden

I have logged in here using my Gmail account

Yes I have cleared cache and changed Browser etc etc, and have tried to contact support but you really need to rest what 'usual' is as your always more busy than usual.

I have an urgent need to use my email due to dealing with the estate of my father. Having to plead for assistance via a Forum is not what I expect of support from Virgin O2, but here goes....

Help appreciated a ticket something that will get me back in ASAP

[fabes2007]

Well what do you know

Including a 15 minute wait, nigh on an hour with one of the ladies on the team actually resolved this!!!!!

She had to reset passwords for me her end but it did, very eventually, work.

A massive faff of Virgins making and I have to use a Gmail to log in but PW for the Outlook app only went and worked as well. 10/10 to that member of the team, but she did let slip its been a massive issue for many (many) customers. The UAT on this 'patch' was sh...ocking obvs!. Lets hope this fix lasts......

[sjcgb]

Hello and yes, same with a different browser. But you're joking about the 'how to check for tips & advice link? That just goes to the same login problem!

There is a new app password for the phone email client which works fine (but is not the same as the virginmedia login password).

If there's a fix PLEASE can you just put it up somewhere public rather than every customer having to complain individually for the same problem?! (see Fabes2007 reply, below)

Thanks

[Joseph_B]

Hey @sjcgb,

Thanks for getting back to us.

Given the advise provided by Fabes2007, resetting your password will allow you to regain access to your secondary email account, you can go about following the steps provided by one of our VIP's here.

Joe

[fabes2007]

Hi Joseph

Now its not working and in fact only did once in Outlook....😞

I can view my @ntlworld.com emails on webmail on my android device and on a PC via browser.

I cannot access them via MS Outlook which is my preferred means of handling but also filing emails, photos, attachments, receipts etc in our One Drive - I cannot do this via webmail (nor want to try it)

I have reset app password, but am missing something as that does not work

Can I have a PM please and have a chat with one of the team once and for all as I really need this ASAP. I did nothing to change my account this was something Virgin did....🤔

PS my wife's works fine oddly

Wiat to hear from you 

Thanks

[Graham_A]

@fabes2007 in your MS Outlook email client you need to make sure that you are using the correct username and password for the Ntlworld email address.

Virgin Media now operate a two username/password system, one for webmail access the other for email client access.

When using an email client such as Outlook the username remains the original full Ntlworld email address together with the generated app password.

VM webmail access requires the third party email username and VM account password combination.

https://www.virginmedia.com/help/broadband/manage-email-account

[sjcgb]

Hi Joseph_B and thanks for the reply but please would you clarify which password you are suggesting I reset - there are two now. One is the VM login (logging in to VM webmail is the problem here) and the other is the app password for the phone client (which is working just fine)

Which one are you suggesting I chnange please?

Thanks

steve

[Kath_F]

Hi Steve, 

As the issue is logging in to Webmail, we would suggest resetting the password to the My VM account. Sign in using the the secondary email address that you're having the issues with and click on the forgotten password. This should load up some security questions for you to answer. 

If you have further issues, then pop back and let us know so we can help further. 

Thanks,