I have an ntlworld email address which I cannot access in Virgin Media's webmail. I get the message "Forbidden" twice on the page and "403 Forbidden" in the browser title. I have cleared my cache and cookies as recommended elsewhere in this forum. I have tried different browsers and different devices. I am not using a bookmark - I am navigating to the webmail after logging in to My Virgin Media. I can access webmail on my other ntlworld email addresses ok. I can access the email ok on a client (WLM) - it is just webmail which does not work. I have also tried a dns flush. This has been happening for about a week. Any ideas? Thanks!
Loss of webmail access can be a sign of an orphan account being closed. Can you confirm that the address you are having trouble with is linked to your billing account? It would be visible on the my profile page or the manage accounts tab (see photos).
Thanks MissPasko. The account I am having trouble with is a secondary account. If I log into my primary account and navigate to "Manage Accounts" I can see the problem account listed and I can click view/change etc.. So it appears to be linked ok with my billing account.
This would appear to be an odd one. My first advice would have been to clear browser cache and delete any cookies relating to Virginmedia. But you say in your opening post that you have already tried that.
One other thing to try is open a browser window in incognito/private mode and try the link I posted earlier.
Also, I know this can sound rather luddite, but have you tried shutting down your computer and restarting after clearing the cache and relevant cookies?
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Sorry to hear you are having an issue with your ntl world email. Looking through your post you've done all the usual tricks. I will have to have a closer look into this and will pop you over a private message, keep an eye out for the purple envelope.
I have exactly the same problem - for 4 weeks now.
Every time I contact Virgin I am told to change my password, this does nothing. The person I am speaking with then tries to do something to fix it with no effect. Then I am told that someone (from presumably higher up the chain of command - or knowledge) will contact me within 48 hours. No one has ever got back to me. I have learned that I can get into my emails (by installing Microsoft Outlook) so why on earth can Virgin not fix this, or at least have the decency to get back to me?