Password change, cannot access my e-mails on Virgin Media.com

[DODGERN]

Hi,
I was unable to access my virgin account e-mails via Windows Mail. They indicated that the provider may be blocking them.
I then went to Virgin Media.com and the site suggested changing the access password. This I actioned.
I can now access my Virgin e-mails via Windows Mail after updating with the new password.
If I go to the Virgin Media website, I can log-in successfully but the e-mail link just shows a 'Forbidden'  message.
Hopefully this can be rectified to enable me to use the Virgin website to access my e-mails.
I have 2 Virgin e-mail addresses but the website does not give me the option, only the 'Forbidden' message.

[Ilyas_Y]

Hi @DODGERN, thanks for reaching out to us on the Virgin Media forums.

I'm sorry to see the issues with the email.
I've had a look on my end and I can't see any issue with the email on my end.
Are you able to share a screenshot of the issue?

Let us know.

Kind regards,
Ilyas.

[DODGERN]

Hi IIyas,

Thank you for your reply. Please find screenshot of the logged-in account page with the 'Virgin Media Mail link.
The second screenshot is the resulting page that opens from the link.



Kind regards,
Roger.

[Graham_A]

This can usually be resolved by clearing the relevant VM cookies from the web browser that you are using. Alternatively open a private browsing window which will ignore the cookies or use a different browser.

[DODGERN]

Hi Graham,

Thanks for your reply, I have checked what you suggest. Although I have tried 3 different browsers, Edge, Mozilla and Google, they all show the same 'Forbidden' page.
Thanks for your help anyway.

Kind Regards,

Roger.

[DODGERN]

Hi,
I have since discovered that I could access my second e-mail account rn022...., which indicated that the roger.n.... e-mail needed to be updated. I then entered the new log-in details which gave me access to the roger.n...e-mails.
I then noticed that it had removed the account holder e-mail address rn022....I now find that I cannot log into my account as it does not accept the rn022... password! It will only allow me to log-in using my roger.n..... password.
The 'Forbidden' message still shows.
I now have no access to my account using the rn022....password, only by using the roger.n... log-in, which does not allow full access to Bills etc. It appears that the account holder log-in has been locked.

[Tom_W1 · Accepted solution]

Hi @DODGERN thanks for your reply here, I do apologise this still isn't resolved for you.

I've checked things on our side and the emails in question aren't locked, all would appear to be normal based on what I can see here.

Do you know if this happens when you are on mobile data too rather than WiFi only?

I'd also recommend resetting your password, waiting approximately30 minutes and trying again so can you please try this?

Many thanks

[DODGERN]

Hi Tom,

Thank you for your reply and suggestions.
I tried logging-in to both accounts this afternoon which proved to be successful.
I still get the forbidden message from the e-mail link, on the secondary account (roger.n....).
The main account (rn022x5...) now allows access to e-mails, including the secondary account e-mails.
With this in mind I am happy to continue as things are, as I can now access both e-mail accounts.
I'm reluctant to change the the second account e-mail password again, as this is what triggered the problem.
There was one other thing I noticed when logging-out, shown in attachment.
I'm pleased to say that this has rectified itself also.
I only access VM via my hardwired computer and not mobile Wi-Fi.

Thanks again for your prompt response.

Kind regards,
Roger.

[Paulina_Z]

Hi @DODGERN,

Thank you for coming back to us about this ongoing issue! Glad to see that you've been able to rectify this problem. 

Have you tried to access your account via WiFi since gaining access to it to see if it'll help? 

If you need any further help or assistance, please let us know. We're here to help.

Thank you.

[DODGERN]

Hi Paulina,

Thanks for message and suggestion regarding WiFi connection.
I have just tried using the WiFi connection with my Tablet.
I could log-in using the roger.n.... e-mail account successfully.
Unfortunately the 'Forbidden' message is still there when I click on the pages e-mail link.
Really strange as I can view my messages if I log-in with the rn022.....identity account.
At least I can access my e-mails now, using the VM website as well as Windows and G-Mail.

Kind regards,
Roger.