Hi @cjh2210,
Welcome to the forums and many thanks for your post. I'm sorry you've been having this issue with your mailbox.
As long as the email is registered to an active broadband account with us, we should be able to unlock this from our end OK.
In order to do so, I'll just send you a private message, so please keep an eye on the purple envelope at the top of the page.
Many thanks,