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On our wavelength

Haven't been able to log in to my email for about 5 days. Says some nonsense about translating into Luxembourgish, then says Forbidden. 

Can someone sensible help me please as I'm not going to waste my time ringing the "Help" Centre. Never again, absolutely USELESS.

Is this some issue caused by Virgin affiliating with O2? This is incredibly inconvenient. It's nothing to do with my password or my user name nor my domain name. I've recently been through all that.

Thanks in advance. 


Forum Team
Forum Team

Hi landryangelica,

Thank you for your post. I'm very sorry to hear about the issue with your email address. 

To confirm, have you been able to try accessing via different web browsers?


Very Insightful Person
Very Insightful Person

@landryangelica  You seem to have Caps look set to on. Although this doesn't affect email addresses which work regardless as they are not case specific.  However email passwords are definitely case specific.  



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I couldn't access my emails via any browser. Usually I have to use Safari as Virgin webmail has never worked on Google Chrome. I've now changed my PW again (not the app one) and it's working.

Thanks Graham. I used capitals out of sheer frustration and in the hope of getting my post noticed!

After changing my "main" PW again (not the app PW), I was able to access my emails again.  Any idea why this issue should have arisen? I have only recently been through the process of changing my PW since the Blueyonder domain ceased working for me a couple of months ago and I had to change to the domain to Gmail. 

On our wavelength

This is Martin Evans. My wife , username "landry angelica", is still unable to access her Virgin email from her laptop. In addition, as of today, she can't access email from her phone either. I understand you can't communicate with her directly as she is not the named account holder and, in order to change that, we would need to be without service for 3 months. We find this incredible but anyway, how can I proceed so that she can actually use her email account, a service for which she and I equally share the costs?

She has received a private message from John_GS who said I must join this forum and post on her thread in order to get any further with this matter. Can John_GS - or someone - please send me a private message so we can get on with this issue which has been dragging on for more than 2 months and been extremely annoying, frustrating and time-consuming. I look forward to hearing from you soon. Thank you, Martin.

UPDATE. We now realise that she cannot access her emails on any device at all, including this computer. First it was just her laptop then, as of today, her mobile phone - and now, as of this afternoon, not this desktop computer either. This has got to sorted immediately.

And I must now add that your website is not working on any of our devices.

On our wavelength

Is anyone else having problems? My wife uses Virgin email (luckily I use BT). Starting a couple of months ago she was unable to access her mail on her laptop. All of a sudden, as of today, she can't access email on her phone either, nor on our desktop computer. 

On the website it repeatedly prompts us to enter the Password, even though it is definitely correct. On the phone, the message "Forbidden" appears, on the computer "403 Forbidden". The website says "Oops, something went wrong". 

We urgently need to fix this and would like to know if others are experiencing the same problems. Since this is happening on multiple devices, I feel sure it can't be just us. Please let me know if you can help. And has anyone els had a pop-up window saying Translation - Luxembourgish? That's what appeared at the very beginning of this frustrating episode last November. NB to be clear she is trying to access emails via the virgin web site not a third party app.

Many thanks.

Do you have a current Virgin Media broadband account?

Only those with an active VM account are entitled to use a VM provided email address, see here:-


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On our wavelength

Yes, we have an account with Virgin Media. We use Broadband, TV etc. That's why it's so very inconvenient to consider switching to another provider. Thanks.

On our wavelength

Yes, we have an account with Virgin Media. We use Broadband, TV etc. That's why it's so very inconvenient to consider switching to another provider. Thanks.