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I'm so sorry to hear you're struggling to access your email account and service recently. Is the email account in question linked to an account with an active broadband service?
Thanks for the response Zach, I’m pleased to say there was a solution. After hours of calls to customer service, the IT department had a very quick 1 minute fix…not sure why the fix wasn’t known by customer service.
Welcome back page -> Account settings -> Virgin media mail settings -> Generate new app password. It creates a 4-word random password and that then unlocks the email!