Mailbox Unavailable

[pwmoores1953]

Hi,

My email suddenly stopping allowing me to reply to emails yesterday. I can now no longer access my email account. I have tried changing my password but to no avail. My wife who also has a virgin email account is experiencing the same problems although her's started today.

I did phone your help desk yesterday who said that this was a known problem which was being worked on but I can find no official communication confirming this.

This is the message that appears when we try to access our mail:-

"Your mailbox is not available at the moment.

Please retry again in one hour and make sure you are using the correct password to access your email from all of your devices.

If the problem continues, please call our team for help on 150 from a Virgin Media phone or mobile, or 0345 454 1111 from any other phone and select option 2. For details about how much it costs to call our team from a Virgin Media home phone, visit virginmedia.com/callcosts. Call costs from other networks and mobiles vary."

[Beth_G]

Hi pawmoores1953,

Welcome to the Community Forums! Thanks for your first post.

I'm sorry to hear both you and your Wife have been unable to access your email accounts recently. This type of lockout can sometimes as a security measure when spam has been detected on this account, however it's usually nothing to worry about :).

I'll pop you over a PM now so I can take some details and look into this for you. Please find my message over at the purple envelope.

Thanks!

Beth

[pwmoores1953]

I have now been without email access for almost two days. I would very much appreciate an update please.

Thanks

Philip

[Beth_G]

Hi pwmoores1953,

Thanks for passing security with me via PM.

I have now re enabled the affected mailboxes on your account, so you should now be able to access them. If you still get the same error message from here, please reset both passwords for both email accounts and try again.

Let us know how you get on from here 🙂

Beth

[pwmoores1953]

Thanks Beth, it all seems to be working perfectly now.

Philip

[Ashleigh_C]

That's great to hear and thank you so much for letting us know. 

If there is anything else we can help with in the future, please don't hesitate to pop back to the forums! 

Thank you.