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Why can't I change password and/or email to sort "Forbidden" error

Dialled in

Having got the "Forbidden" error message on all my Apple devices (but Windows access working okay) I was told to change my password to fix it. However, to change my p/w I apparently have to change my email address to a non-Virgin email account.

I've tried to change address to a Gmail address. I got the "verify your new email address" email in to my Gmail in-box, but when I click the link in it taking me to a log-in page, I'm told I haven't verified the address. I'm going around in circles.

Meanwhile my old address is fortunately still working.

Any suggestions as to how to change my password without changing my email address?

Or failing that how to change my email address when I'm unable to "verify" it?


Dialled in

Update - I've just found an email from yesterday which appears to be from a moderator in my spam box saying if I click the link I can directly change my password (presumably without changing email address). 

It looked a bit dodgy but I'm getting desperate so I tried it out - the page it took me to look real so I tried to make the change - and it said "the token had expired".

If this was from a moderator can you please send it again?

On our wavelength


Snap! this seems to be the way of things at VM ATM. 

If you dont get sent another link , you might try clicking it again and  follow the 'forgot password' rabbit hole...

It does occasionally get you back to change password and a new link (I have done this quite a few times in the last month or so !!!!)


Hi @gcfalco 👋.

Thanks for reaching out to us, apologies for the issues that you are having with your mailbox password. We can assist you, we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.