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Can't access webmail - keep getting message about downloading appsuite

Joining in

I've stopped being able to send emails from my email client, both on desktop and phone. In an unsuccessful attempt to fix that, and following instructions from VirginMedia support, I changed the settings on the server, added a password etc, and the main effect of that has been that on my phone I can no longer either send or receive emails.

I thought never mind, at least I can access my email via webmail. I have been doing that successfully on my desktop but when I try to do it on my phone, I get a message telling me that Appsuite is downloading. Appsuite never finishes downloading, and it is impossible to stop it. Every time I try to refresh and just log into webmail, it tells me that doing this will interrupt the download.

I see other people on this forum have had the same problem and the suggested solution has been to delete the cache and the cookies from the phone. I've done this, but it hasn't worked. This is particularly troublesome for me because I use email for work. I am about to go on jury service for two weeks and need to be able to access email on my phone.

Any suggestions gratefully received. 


Forum Team
Forum Team

Hi there @Kim_T 

Thank you so much for your post and welcome to the community forums, it's great to have you back. 

I am so sorry that you are facing this issue with your service and thank you again for posting. Can I just confirm that your email is attached to a current and active Broadband account? If so is the address the primary log in for your My Virgin Media account and do you have full access to the email on My Virgin Media?

Joining in

Late reply to this - but eventually I managed to solve the problem I was having with my desktop and phone email, so I didn't need to access webmail on my phone any more. (Though I also worked out that if I used Safari instead of Chrome I no longer had the webmail problem.)

Glad to hear this has been fixed for you 🙂 

Anything you need in the future you know where to find us.

Matt - Forum Team

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