Urgent - Email account 'Forbidden'

[mickrj1]

One of three VM emails under our account has the 'Forbidden' error when trying to access via the VM  webmail  page. It is accessible from a mobile or via Thunderbird email. I see from other posts that this can only be resolved by the VM team. Please get in touch as quickly as possible. 

[用心棒]

Does the issue still occur when using your browser's Incognito / Private mode? if not then clearing the browser's data cache should resolve the issue however be aware that doing so may mean:

• you have to re-sign into services that were active / in use
• initial loading of some sites maybe noticeably longer
• site specific customisation may need to be reapplied

Should further help be needed with clearing the data cache then post back here with detail of browser name and device it is running on.

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[mickrj1]

I've tried opening the email account in an incognito Chrome window and clearing the data cache, but had same 'Forbidden' response.  Running Chrome Version 99.0.4844.51 (Official Build) (64-bit) in Ubuntu 20.04   

[用心棒]

Open a terminal windows and run the following command:

curl -IL http://mail2.virginmedia.com

Post the resulting output here (redact if needed), for example:

HTTP/1.0 301 Moved Permanently
Location: https://mail2.virginmedia.com
Server: BigIP
Connection: Keep-Alive
Content-Length: 0

HTTP/1.1 400 Bad Request
Date: Wed, 09 Mar 2022 18:45:42 GMT
Server: Apache/2.4.6 (CentOS)
Strict-Transport-Security: max-age=31536000; includeSubDomains
X-Frame-Options: SAMEORIGIN
Referrer-Policy: same-origin
Feature-Policy: vibrate 'self'
Connection: close
Content-Type: text/html; charset=iso-8859-1

[mickrj1]

my_laptop:~$ curl -IL http://mail2.virginmedia.com
HTTP/1.0 301 Moved Permanently
Location: https://mail2.virginmedia.com
Server: BigIP
Connection: Keep-Alive
Content-Length: 0

HTTP/1.1 400 Bad Request
Date: Wed, 09 Mar 2022 18:48:55 GMT
Server: Apache/2.4.6 (CentOS)
Strict-Transport-Security: max-age=31536000; includeSubDomains
X-Frame-Options: SAMEORIGIN
Referrer-Policy: same-origin
Feature-Policy: vibrate 'self'
Connection: close
Content-Type: text/html; charset=iso-8859-1

[用心棒]

The curl output confirms successful access to the site, i.e. not forbidden. Can you try with:

• the Guest Profile or create a Profile in Chrome
• a different browser

[mickrj1]

Many thanks for your help.  It seems to be a problem with the specific email account

[用心棒]

See if a change of password helps resolve the issue; if not post back here to have the issue flagged to the forum team.