Your Virgin Media Mail account is currently unavailable

[beelieve]

My wife's has been unable to access her ntlworld email account for 5 days with "Your Virgin Mail account is currently unavailable" displayed when she signs in.

Are trying and failing with the website advice to resolve this issue, we have spoken with an online agent on two different occasions.

The first time we were told the password had been reset and to wait 24 hours for the change to take place on the system.

The second time we were told the email address had been updated, to try after 4 hours and it should be working fine. However the agent said they had raised an IT ticket and if the the issue persists it will be resolved at the earliest. 

Would be grateful for any assistance you can provide.

Thanks

 

[John_GS]

Hi @beelieve 

Thanks for posting and welcome to the community.

Sorry to hear of the email issue.

I'll send you a PM now to go through this.

[beelieve]

Hi John,

Thanks for your message.

Fortunately Sagar from Virgin contacted me yesterday and patiently guided me through a lengthy procedure to unlock the account.

My wife is now able to access her email account.

Thanks again

[John_GS]

Hi @beelieve 

Thanks for joining me on PM.

Just to update this thread, this was solved via the call centre 🙂

Do pop back to the community should you ever need further assistance.