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Forbidden 403 webmail error (all browsers, multiple PCs)

Tuning in

I have two email addresses (secondary emails) where I am not able to access email and I am getting 403 Forbidden. 

Also note that I have further 3 email addresses (one primary and two secondaries) where I do not have this problem. I tried this accessing from same devices / same browsers. The steps I do:

- log into (success)
- scroll down to "Quick Links"
- click on "Virgin Media Mail"
- I get Forbidden (for two email addresses, other three show their emailboxes)

NOTE: Cookies cleared. Incognito browser tried. 2 laptops and one PC tried all with the same result. Since the login into virginmedia using these two secondary email addresses works, this confirms password is ok and it must be something virgin media end.

Also note: Outlook works for both of these emails using the same passwords as ones used to login to My Virgin Media.

Could you please look into it.

Thanks in advance. 


Joining in

I have the same problem and just posted my own request for help! Following here in hopes that your solution works for me too!

Forum Team
Forum Team

Hi @blox40 

Welcome back to the community forums 

Sorry to hear you're having issues accessing one of your emails at this time. 
I appreciate that your other emails do work, but please reset the password to one that you have never used before for that email address and then wait at least 20 minutes before trying it - it is very important that you wait the full 20mins before you try. 

Let us know if this has helped gain access to your email. 

Here to help 🙂
Virgin Media Forums Agent

Tuning in


I just tried to reset the password but I got the message that this is not possible. I went to sign in to Virgin Media and after entering email address I clicked on "Forgot password" then on "Reset password" and I got the following message:

Contact us

You can’t reset your password online right now, as you don’t have additional details set up on your account.

To reset your password, please contact us and one of our team will help you.


What now?

Thanks for trying that, blox40. I'm going to send you a private message, so we can look into this for you and assist further.

Please look out for it in the top-right, white envelope or by tapping your profile picture and then "Messages".


Reece - Forum Team

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Tuning in

Hi Reece, 

I have checked my private messages but there are no new messages. The last message I have is from October 2023.

Thanks in  advance.