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Unable to access my emails

I haven’t been able to get into my email account since yesterday. Had to sign in and input password on laptop, not recognised. Changed it and still no luck. On virgin site it says 

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. 

how can I resolve this?

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Re: Unable to access my emails

The usual reason for this is that the mailbox is locked for security reasons due to suspicious activity.  You can try ringing the telephone support number quoted in the error message or using the text contact service.

You need to select broadband fault as email is only provided to broadband customers.  Tell them your mailbox is locked and ask for someone with experience of that scenario.    Changing your password is the first step, so well done.

Or wait here and the Forum Team (VM employees) are able to get the unlock process started.  They usually reach threads in about 24 hours, but I can see the board is very busy at the moment - so I don't know for sure.

When it is sorted, you should check the security on all your device as a precaution.

https://www.virginmedia.com/help/virgin-media-mail-my-email-has-been-hacked


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Re: Unable to access my emails

Hi LisaJ3,

 

 

Thank you for reaching out to us in our community, I am sorry to hear you have been unable to access your email account ,so I can help with this, I will send you an invite into a private chat, I will send this shortly, please click on the purple envelope to accept.

 

 

Regards

 

Paul.

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