My cousins email is locked and going round in circles with Tech Support

[mabseyuk]

Around 4 weeks ago, my cousins email stopped working. He tried resetting the password, waited 30 minutes, but it still wouldn't let him log back in online, with a something went wrong message. Spoke to Virgin Media Tech Support 4 times now, and not getting anywhere. He can't register on this board as his email is not working. 

The Tech Support said the Mail Spam Server had locked his account. I cleared any mailware from his PC, no viruses found, but whatever we do, its still locked and can't get beyond the something went wrong screen and to contact Virgin Media.. 

Getting really frustrating now, and despite trying to escalate, just being told the same thing that the team is looking into it. His mum and Dads email address are working using the Same Outlook client, so we know its not PC related, I've checked all the mail server settings etc.

Any idea where to go next?

Mabs

[jpeg1]

Is your cousin's email account attached to their broadband account?   They need to log into their MyVirginMedia account and see if his email is listed there.  That's a critical factor which will determine what happens next.

[mabseyuk]

Yes it is attached, logged into my virgin media, clicked update setting and account info, and his email address is listed at the bottom. 

Mabs

[jpeg1]

Then it should be possible to get this sorted. You need to wait for forum staff to pick this up and offer to help. 

[Ayisha_B]

Hi @mabseyuk,

Welcome back to our Community Forums and thanks for your post.

I am sorry to hear your cousin is having some issues accessing his email account.

I'd like to look into this so will pop you a PM now so we can confirm the details and take it from there.

Please keep an eye out for the purple envelope icon in the top right hand corner of your page for my message.

Many thanks