Email inaccessible since 7th January

[nothappywithvm]

In the hope that someone may be able to advise.

Since yesterday afternoon I have been unable to access my VM email either on my laptop or my mobile - whatever browser I user and also after having cleared out cookies. 

The https://mail.virginmedia.com/appsuite/ page displays a "forbidden" message and occasionally a suggestion to translate the page from Luxembourgish to English. I am not from Luxembourg so this is especially confusing.

Is anyone else experiencing difficulties with email?

Thank you,

paul

[nothappywithvm]

Just following this one up. 

I have been given a massive runaround by Virgin Media on the phone this morning. Their automated service is an absolute joke and being forced to endure the appalling music they insist on playing at you while you wait is a clear deterrent to even calling in.

In short - VIRGIN MEDIA ARE A TOTAL DISGRACE AND TREAT THEIR CUSTOMERS WITH CONTEMPT. . 

[nothappywithvm]

Hello,

For nearly two days I have been unable to access my VM email.

This is not the first occurrence in nearly nine years of being a customer. 

I have been given a runaround by VM's technical support and I suspect they haven't a clue what to do about it. 

A ticket has been raised but I was told it could take up to five days to hear back. In the meantime I have written to the customer complaints address in Sunderland in the perhaps vain hope that any human being still works in that capacity. 

For some reason the support person suggested using a different email address to sign in. I do not understand the reasons for this suggested workaround and am concerned at what it might entail for the other address I may want to use. Would it give VM access to my hotmail emails?

I am utterly disillusioned with VM now. They treat their customers like dirt. 

[Kath_P]

Hi nothappywithvm, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're having an issue accessing your emails. The forbidden error will only usually come up if you've not set up the multi-factor authentication. You'll need to ensure you've set this up in order for the email account to unlock.

Please log in to My Virgin Media here. It should automatically prompt you to update your log in email to a third party account. If it does please follow the on screen prompts to do this. If it doesn't then click on Account settings > Virgin Media Mail settings > scroll down to the App password section and click the Generate new App password button.

You should get a pop up message asking you to verify your email address and you'll need to use a 3rd party email address to continue. You'll be sent a one time passcode to enter on the next page to verify it's you. Once verified you'll then be given an app password which will look something similar to: mail-horse-yellow-panda and you should note this down.

To get things working on an email client or app again, wait for a minimum of 2 hours (this is to allow the account to unlock) you will need to enter the new mail password in the settings. This will allow your emails to load again. In some cases, you may need to remove the email account from the mail client or app completely and re-set it up as fresh. If this is the case for you, please ensure you use your VM email address as the username and the newly generated app password.

These changes have been put in place as Multi-factor authentication (MFA) is now required. Just as a side note, when logging in to My VM, you will need to use the third party email address as the username and your original My VM password.

Please let me know how you get on and apologies for the inconvenience.

Thanks, 

[Sabrina_B]

Hi @nothappywithvm 👋.

Thanks for reaching out to us, sorry to hear you have been having issues with your mailbox access, one of your team has responded on your other post with how to assist with this. Please let us know if you have been able to carry out the instructions on there should we need to assist further.

Sabrina