My mum had exactly the same problem and message with her Blueyonder account about 3 weeks ago.
I eventually got through to Virgin who admitted the problem was at their end and the fault was a very unusual one, but the end result was that her email address couldn't now be accessed and was effectively dead. However, I was told all her emails and folders could be saved and would be forwarded 'soon' to a new Virgin email address which we had to create.
A couple of days later, when that still hadn't happened 🙄, I called Virgin again and was told I would have to contact Talk Talk about the retrieval process.
Strangely this new Virgin email address became her secondary email address and more problems began about getting permission from the main address holder - which was my mum - when she wanted a third email address. Could her original and main email address still be alive somewhere? 🤔
Unsurprisingly, a promised phone call from Virgin to assist with all this didn't materialise 🙄, so I called them. And it was during this lengthy call to sort out permissions and passwords etc. that I was suddenly told that my mum's original email wasn't dead and buried after all... in fact the Virgin staff member had just accessed it! 😲
Nobody seemed to know how or why it disappeared and reappeared, but yes, she got her original email address back... but for how long?
