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FORBIDDEN - PASSWORD CHANGE PROBLEM

Peter-55
Joining in

I have the "Forbidden" problem when trying to access email via the "Virgin Media Mail" after initially logging in.  I have taken advice from another forum chat which suggests changing the password. This solution seems to be endorsed.  However, after I click on "generate new password" I get asked for an alternative non-virgin email address.  I have one but this is the one used for the main account rather than the one for which I am trying to access mail (an ntlworld account).  I am worried that if I enter this address, the system will get really confused about who is logging in.  I really need advice as to how to proceed.  Indeed, I am confused.

4 REPLIES 4

dcweather
Dialled in

Can't help but I have similar problem. Pretty sure my blueyonder email has been hacked but can't change the password because it won't send verification t o the new 3rd party email. Why is this so difficult?? Changing a password should be routine and easy.

用心棒
Very Insightful Person
Very Insightful Person

@Peter-55 wrote:

I have the "Forbidden" problem when trying to access email via the "Virgin Media Mail" after initially logging in.  I have taken advice from another forum chat which suggests changing the password. This solution seems to be endorsed.  However, after I click on "generate new password" I get asked for an alternative non-virgin email address.  I have one but this is the one used for the main account rather than the one for which I am trying to access mail (an ntlworld account).  I am worried that if I enter this address, the system will get really confused about who is logging in.  I really need advice as to how to proceed.  Indeed, I am confused.


Does the “Forbidden” issue occur when using your browser's Incognito / Private window?

The alternative non-Virgin Media email address should not be one you are already using.

FWIW: Gmail address ignore the Full Stop / Dot character in username but Virgin Media see this as a different email address. For example, if john.smith@gmail.com is already used as a Virgin Media Sign In Email Address then I have the option to use j.ohn.smith@gmail.com as a Virgin Media Sign in Email Address. Read more here, Dots don't matter in Gmail addresses - Gmail Help

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Peter-55
Joining in

I have now set up a non-virgin email address so as to enter into the system.  However, still going around in circles.  New email seems to have been acknowledged, but using the link to "verify email address" does not take me to a useful way forward.  In particular, the portal says "email not yet verified".  Huh ?  I am starting to lose track of what details I am supposed to now sign in with and which ones have been overwritten.  

Hi @Peter-55 

I can see my colleague has responded to your other thread for further support. 

Please do reply there and stick to one thread to avoid confusion.

Thanks

Ayisha_B
Forum Team

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