Thank you for bringing this to our attention. What happens when you try to access your email service exactly? Are you doing this via the webmail platform on our website, or are you using a third party mail client/app?
Yes, when it says you mailbox is unavailable and to try in an hour, that has indicated to me that your account was locked/disabled.
Happened to me the other week and again today. Fortunately I recognised the signs, so did not wait, but contacted Virging and ths time my account was disabled not locked, but the end result is the same to the customer.
Thanks for your post and apologies to hear you are having an issue accessing your mailbox.
I appreciate you've already tried a password change but please follow the steps laid out in this thread here. Make sure the password you choose is something completely new and nothing you've used before.
Once you've done that, wait an hour and see if you can log in. If you're still unable to, or have any further issues, just let us know by posting back here.
My change of password allowed me back in to my account. My comment was on the fact that VM send a confirmation email of change of password, which is as much use as a chocolate fireguard, if the email account remains locked?
Fortunately in my case, I was then able to access my account.
I have been posting all three permutations of being locked out as I have experienced them, to others in the same boat, in the hope that one of them will help them, as support from VM appears to be sadly lacking. 😞
I understand that you and the rest of the VM team are doing your best with what you are allowed to do, and due to this complete fiasco are just getting more and more enquiries, to which you can only give the same stock answer, but this sorry affair has been handled badly, just creating more work for VM staff. I would hazard a guess that those that come here are just the tip of the iceberg? 😞
Thank you very much for getting back to me. Sorry for not responding sooner.
This isn't the first time it's happened. Apparently it's my inbox that's being compromised so I simply change my password and it's all good... for a while at least. I think it's a matter of changing your password every so often which I never used to do.