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webmail/desktop access still "Forbidden" after mailbox was unlocked (was frozen by Virgin)

On Monday I discovered I couldn't access my mailbox ('Mailbox unavailable' page followed by 'Forbidden' page) via web or my mobile email app.

Having rung the help centre it became clear that Virgin had frozen my mailbox due to detecting a forwarding rule (automated fraud/spam check I assume).  They unfroze may account, reset the password and asked me to wait 90mins before trying again.

Subsequently I have reset the password via My Virgin Media so it's now back to being a password only I know and I can access my email mailbox via my mobile app.

However, on webmail (desktop) I still can't access my mailbox and get the 'Forbidden' page.  As most of my mailbox use is on my desktop this is proving very frustrating.  I've tried deleting cookies to no avail.

Clearly my access has been allowed (as I can use my mobile email app) but something else needs to be done to allow webmail/desktop access.  Very frustrating.  Particularly as the forwarding rule that caused all the problems was one I instigated and therefore legitimate!

Please fix asap!

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Re: webmail/desktop access still "Forbidden" after mailbox was unlocked (was frozen by Virgin)

Hi Jono543584

 

Thanks for posting and welcome to the community. 

 

My apologies for the delayed reply and indeed the email issue. I've checked the systems and can see you've spoke to the team since posting regarding this matter.

 

I do hope everything is resolved however let me know if you need further assistance.

 

Kind regards,
 

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Re: webmail/desktop access still "Forbidden" after mailbox was unlocked (was frozen by Virgin)

Hi,

Thanks for responding.

Sad to say that my issue isn't resolved.  And to be slightly pedantic, I posted my original message after making contact with the team, not before, as I still have an unresolved issue.

My outstanding issue is that accessing my email account via webmail is still blocked (as 'Forbidden') and I can only access my account via my mobile email app.  Clearly there's still a setting against my account that needs to be amended to allow access to my email via web.  Can you please chase this down and get it fixed for me?  It's causing a lot of friction and unnecessary aggravation for me at the moment and I don't feel like a happy customer.

Thanks.

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Re: webmail/desktop access still "Forbidden" after mailbox was unlocked (was frozen by Virgin)

Hi there @Jono543584

 

Thanks for popping back - sorry about the confusion and over lap with you posting and the account notes my colleague must have seen. 

 

I have located your account and can see that you have still not been in touch in regards your issue; as you are still getting the Forbidden area after we have enabled your mailbox and after you have reset the password, this will require a specialist IT ticket to be raised for you to get this sorted out. 

 

I can confirm that I have arranged for this to be done for you - once I have a reference number and any estimated fix time, we'll pop back and let you know and also ensure that  your account is fully updated every step of the way. 

 

Please feel free to keep us posted of any changes or developments you may see at your end. 

 

Cheers

Katie - Forum Team


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