@Elsie68 wrote: Any ideas who I contact about this?
Virgin Media may well have locked the account because they have detected hacking activity. Sometimes just resetting the password re-enables the account.
You can either do that from the 'My Virgin Media" account which manages your son's email account,using this link https://my.virginmedia.com/home/signIn or you can do it from this link https://my.virginmedia.com/forgot-details/password by entering his email address as the username and following the prompts.
Once you have reset the password leave it at least 30 minutes before trying to access the email account.
If that fails, the best thing to do is to wait here for one of the Forum Team (VM employees who support this forum). They will contact you via the forum and take the details by private message. It may be a day or so before they reach this thread but provided that you are still a VM Broadband customer they will be able to get this sorted for you.
In view of the hacking activity, once you regain access to the account you should follow all the advice here to secure the account against a further hack.
https://www.virginmedia.com/help/virgin-media-mail-my-email-has-been-hacked
Coenoby
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