Showing results for 
Search instead for 
Did you mean: 


Dialled in

Once again, the dread Forbidden message.

This is a recurring problem for me and, clearly, many other users.

I've read the advice from one doughty user, about now having to generate a new user app – and doing that three times.

When I tried that today, I clicked on the "Generate... button and got this: "Oops, looks like something's gone wrong on our side.

Please try again." 
I've also seen notes from other users about Virgin Media now requiring users to have *another* email address to log-in. I've done this, but it hasn't solved the Forbidden message. 


In the meantime, how do I get into my emails? 

As any weary VM customer knows, phoning the helpline is a fools' errand that will suck up hours of your time and phone bill. So we rely on the VM staff on this Community board to help.



Tuning in

I had never come across 'Forbidden' until I tried and failed to add a mobile phone to Virgin email on Friday. A phone call to the Helpline led to the suggestion that the issue would be resolved with a new password. I was promised that this would not affect my other IT gadgets so after some initial doubts I agreed, foolishly as it turns out. As soon as I tried to use the new password, not only could I still not sign on to my new phone, I also lost access to all other gadgets. A second phone call generated another password and the promise to phone me back in 30 mins to check all was OK, of course that never happened. Phone call no three was no further help but I was eventually given another phone no for 'the second line team's. Again no help but at least I was given a tracking no (P012159428 if anyone from Virgin is reading this) with the promise that someone from Virgin's  IT Dept would investigate and resolve this, in five days! If they had any queries the agent suggested they could email me to discuss why my email wasn't working!!

In all these four phone call have totalled three hours. The final agent was most indignant that I would not agree that I was satisfied with her performance, despite the fact that Virgin had lost my email connection and could not restore it.

If anyone has any suggestions how to resolve this it would be much appreciated.

On our wavelength

Same complaint, same problem. I have had the forbidden problem since July and can see that others have encountered the same situation back to 2021. Assistants have asked me to communicate directly which I did. Answer "We will escalate the problem to IT experts" however still nothing.
The only good thing is that using outlook as my email manager allows me to receive and send emails. However a lot of the mail settings seem to be organised from the web page which I can't access.

Alessandro Volta

The best advice that anyone can give you is to register new email accounts with another provider, and move all your contacts across. 

Virginmedia email is full of issues, as you have found, and they do not seem to be able or willing to fix them. They stopped issuing new email addresses over a year ago, and the general feeling is that they are running it down,

Better to jump now than be pushed off later. 

Forum Team
Forum Team

Good Morning @brackensroad, thanks for your post and I'm sorry to hear of the forbidden message, and the difficulty obtaining access to your E-Mail account.

We are currently aware of an issue that is effecting E-Mail account users and are working hard to have this resolved as soon as possible for all users effected.

Can you confirm if the Forbidden message is apparent when trying to log into your self-care account?



Hi David,

I have also written about the Forbidden problem in this chain. Not sure what you mean by 'self-care account'. I get the message when I try to access emails after signing into my Virgin Media account. Initially I still had emails via outlook but three days after reporting the problem (ticket no P012159428) that was blocked  by Virgin as well.

Almost exactly the same as my experience. Including the 'call back in 30 mins' which never happened and the insistence to say I was happy with my experience even though nothing was achieved. It might seem strange but one of the main reasons I've stayed with VM since their beginnings is to keep my email addresses and all the history of connectivity that allows. This fiasco way well be the end of my relationship with them.

hello David – yes, as the other poster here said, no idea what you mean by "self-care account".

Anyway, I managed to get back into my account by changing my password *again*.

BUT: 48 hours after the last hassle, I've just been "locked out" as a "security precaution". Now I can't get emails via webmail or on my phone.


Am again being asked to change my password, and my password for third-party apps, and again follow three convoluted steps.

Now I can't get emails on either my laptop or phone.

What on earth is going on with these "issues" that are affecting customers? Why can't we rely on Virgin Media? 

Also, another thing: the instructions to reset a password are nonsensical: 

Follow these steps unlock your Virgin Media Mail account

Step 1.
Go to My Virgin Media : to create a new password for your My Virgin Media account. We need you to create a new password for this account as there may have been a security breach.

  • Select Sign In
  • Select Forgotten your email or password? under the password box
  • Follow the instructions to change your password

But when you select Sign In, it signs you in! You don't get the option to select "Forgotten your email or password?"


Hi brackensroad, 


Thank you for your post.

When you select the option to sign in, you should see a page that is requesting an email address to proceed.

Under that is the forgot your email address option.

Are you trying to do this via the app or web browser please?

Please pop back to us when you can. 

Vikki - Forum Team

New around here? To find out more about the Community check out our Getting Started guide