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timbo57
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email unavailable

Have been unable to access my emails since last Thursday. Have changed password as requested but still no emails. Now have message 'Forbidden' when try to log in. 

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Johno71
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Re: email unavailable

I had this message and Virgin have fixed it for me. This apparently happened because there was a hack on the emails and a forwarding email address had been added, so a third party was able to access my emails.  Luckily I lead a boring life and there was nothing juicy to read.  Somebody from Virgin did reply to me and got this working in a short space of time.  He just needed my account details, address etc.  I hadn't been a virgin customer for 20 years but had kept the same virgin.net email address.  I'm sure somebody from Virgin will get to you and assist.

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Chris_W1
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Re: email unavailable

HI timbo57, thanks for the message and sorry to hear that you are unable to log in to the emails, can you confirm that it is linked to an active account and if it works on an alternative browser? Chris 

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timbo57
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Message 4 of 13
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Re: email unavailable

It is linked to a current account and cannot be accessed from any browser, my smart phone or tablet.

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Beth_G
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Re: email unavailable

Hi timo57,

 

Thanks for your response.

 

The Error 403: Forbidden is a known issue. Please find our sticky post for this particular issue here for more information and further updates surrounding the fix.

 

Apologies for any inconvenience and frustration caused.

 

Kind regards,

 

Beth

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timbo57
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Message 6 of 13
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Re: email unavailable

Don't see anything in that sticky post which is of help. Tried changing password but no difference same message.

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Katie_WT
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Re: email unavailable

Thanks @timbo57

 

I do apologise about that - sounds like you were advising of the other issue with the email unavailable fault and not the error 403. 

 

This is easy for us to restore for you - I have located your account from your forum information so I'll pop you a Private Message so we can pass security. Once that is done, we can re-enable your email for you.

 

Look out for the Purple Envelope and pop me a reply when you can. 

 

Cheers

 

Katie - Forum Team


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Katie_WT
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Re: email unavailable

Cheers so much for your Private Message with your security questions @timbo57

 

I can confirm that I have now been able to enable your email address for you. Please change your password and then you should have no further issues logging in, please do pop back and keep me posted. 

 

Thanks for your patience. 

Katie - Forum Team


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Katie_WT
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Message 9 of 13
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Re: email unavailable

Glad that you have been able to access your emails once again @timbo57 - thank you for the update.

 

Have you managed to change your password also to ensure that nothing like this happens again? 

 

Cheers

Katie - Forum Team


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timbo57
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Message 10 of 13
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Re: email unavailable

Yes changed password thanks - but still cannot access my emails through VM only through Outlook app etc.

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