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JRG49
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Mailbox not available at the moment.

Hi,

My wife has been unable to access her email since yesterday evening and is extremely unhappy. Currently hanging on the home phone waiting to speak to someone whilst having to endure awful music and not feeling very optimistic.

I see others have had similar problem in the past but cannot see an easy fix without someone intervening.  Changing the password doesn't appear to work.

Thanks for any input or help?

Cheers

John G   

 

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JRG49
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Re: Mailbox not available at the moment.

Had to give up waiting on phone so no change to situation. ☹️  

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JRG49
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Re: Mailbox not available at the moment.

My wife is again, trying to contact someone on the phone (150) but it could be a long wait.  We've tried resetting password and not when trying to logon it comes up with FORBIDDEN so beginning to lose it right about now.  

Please can some kind soul from Virgin please help? Presumably the account has been locked.

Thanks

John G  

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Graham_A
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Message 4 of 34
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Re: Mailbox not available at the moment.

The VM Forum Team have been made aware of this thread and should respond to you within the next 24 hours.  Look out for their reply to this thread.

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Graham

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Learn more

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JRG49
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Re: Mailbox not available at the moment.

Many thanks Graham for your response but sincerely hope to resolve situation one way or another well within 24hours - it's too long to be without email when it's needed for work/secretarial purposes.

Cheers

John

PS My wife is continuing to hold on the phone with it on speaker. I have had to alight to the bedroom as the holding 'music' is too much especially as it doesn't go well with Nigella Lawson and her background music.   

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Graham_A
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Message 6 of 34
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Re: Mailbox not available at the moment.

Just a word of caution to temper expectations, previous incidents of the 403 forbidden message following a mailbox lockout have taken several days, or longer, for the VM IT team to resolve.

We can only hope that they can resolve your issue more swiftly.  Your thread is now in their priority queue.

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Graham

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Learn more

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JRG49
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Re: Mailbox not available at the moment.

Thanks again Graham.  I can confirm my wife finally spoke to a member of virgin media, he eventually reset the account and gave my wife a new password. We still could not get on to the account on the PC even using different browsers as suggested but a large number of emails came through on her mobile phone email app so she could now view recent emails. However she still cannot log on to action anything on her email account.

My wife was told it would take 20-30mins to reset so we keep our fingers crossed.  He also said, the problem was our end, something to do with her server yet we both use the same system and I can logon to mine with no problems (so far) so we are not impressed with this explanation.

Further to this, my wife has now seen an email sent by Virgin this morning at 06.31am, stating there was 'suspicious activity' on her account so they 'temporarily locked' the mail box.  That's great that they spotted whatever it was but my wife could not view this email so had no idea what was going on! A text would have been helpful? It's unclear who or what was doing this and we have still to fully resolve situation. Hopefully the new password will work shortly. I will confirm in due course. 

Cheers

John

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JRG49
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Message 8 of 34
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Re: Mailbox not available at the moment.

My wife is still unable to login on PC even using different browsers, FORBIDDEN continues to show in top left hand corner.  I have to then clear browser/history each time to be able to login to my own email as the login page will not display otherwise.

Thankfully my wife can access and send emails using her mobile 'mail' app so that's a big relief. 

However, there are still lots of questions remaining as to what exactly has happened, has someone accessed my wife's emails at any point?  Will the email account return to normal for the PC or will we have to continue to pursue a solution?  Either way it's been a frustrating and worrying day because of the problem.

Regards

John G    

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JRG49
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Message 9 of 34
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Re: Mailbox not available at the moment.

Well, my wife is still "Forbidden" to access her emails on our PC which is very disappointing but not really a surprise. 

I note there appears to be quite a number of similar experiences out there with Virgin, looking at this forum, and one thing that is noticeable is it often relates to secondary email accounts?  Virgin email has had a some issues in the past especially when it had to go it alone a while back but on the whole it's been reasonably OK in recent years but this latest situation is undoing all that good work unfortunately. 

To add, we are currently paying a fair whack for our monthly package despite supposed loyalty discounts, so it makes this type of service failure even more exasperating, made worse by the extreme difficulty in communicating with what is supposed to be a business that specialises in communication!

Hopefully in the not too distant future our situation will be such that we can move away from Virgin media altogether and we can be in more control of what we pay for as at the moment we are somewhat trapped in this ever constricting Virgin stranglehold. For example, if I were to reduce TV package that I have ended up with (Because they can add to it but not reduce the cost) I would end up paying a very similar amount but for less so you are caught by the short and curlies basically. Anyway, I digress so will now simply play the waiting game.

Cheers

John G         

 

         

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Zak_M
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Message 10 of 34
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Re: Mailbox not available at the moment.

Good morning @JRG49 

 

I am sorry that it has taken us a little time to get in touch, we are working as quickly as possible to speak with all of our customer. 

 

So I have taken a look into the email issues that you are having,  there was note on the account stating that there was "suspicious" activity from the email address, we would recommend that you run a virus scan to rule out any issues. 

 

This was reactivated when the password was changed yesterday. 

 

As you are still getting the forbidden error, there are a couple of things we would like you to attempt.

 

  • Please can you clear your Cache & cookies - 
  • Please can you change the password on your end -

Kind regards,

Zak_M