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Cannot log on to my email account FSB50 error message.

Tuning in

When I try to log in to my email account via Outlook or direct on Virginmedia I cannot connect. When done by Outlook it just does not try to connect, when done by Virginmedia I get the message:

Login Failed

Error Code: FSB50

Your login request was unsuccessful. Please try again.

I have an number of emails I need to see and at the moment I have nothing, this is starting to cause me major problems.

Anyone from Virgin here who can help with this? This is the second time I have had email issues recently both with an old NTL address.


Forum Team (Retired)
Forum Team (Retired)

Hi, Daedalus1.
Thank you for taking the time to post on our help forums and welcome back to the community. 
Sorry to see you've been having issues with your email account and getting an error when accessing this from the webmail (browser), we'd love to see how we can best help out.

In order to share more details on this and help, I will send you a PM here shortly.
Please, check the top right-hand side of our page to find a little white envelope.
Click on this and you'll see my message.

Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs

Tuning in

Why PM someone about this FSB50 problem?

I have had the same problem for 3 days & the only person I spoke to at Virgin kept telling me that I had to sign in - which I cannot do!!! Believe me I've tried everything.


[REMOVED] if you know how to help me please?


[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

On our wavelength

I, for one, now have lodged an official complaint with Virgin and if this isn't resolved within the requisite timeframe as required by Ofcom, this will be taken further. This is unacceptable.

I advise you all do the same. Then if and when this gets to Ofcom they will likely have to disclose the amount of complaints they got about the same issue and what action they took. 

It seems this issue has been going since at least 23 August 2023; over 11 weeks ago. This is 100% ridiculous.

On our wavelength

I am having same problems  cannot access ntl emails via google or chrome, Virgin says need to use a special password via its manage passwords but when I try it , get server denied access to username and password. Cannot get through to virgin via phone. If virgin mail goes down I am in trouble with no back up

On our wavelength

how do I log an official compliant with virgin?

On our wavelength

I am having same problem have you got sorted? if so can you tell me how


On our wavelength

hi can you help me with same problem

Hey nin10,

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your email account at the moment,  I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started. We will need to do this so that we can confirm your account information and then we can see if we can resolve the issues or pass them to the appropriate team for support in getting the problem resolved. Once account security is passed, we can then carry on the conversation in the public forum, unless we have to share any personal or private information.
Kind Regards,