Virgin Media Community

[Geroffmyland]

Hi

i have a secondary account that has been unable to receive emails for a few days now.

mid I attempt to login via the web I get the response “Your mailbox is not available at the moment”.

ive seen other posts about this and have reset my password now, but it’s still not accessible.

is somebody able to assist please?

[Graham_A]

The VM Forum Team should be able to help.  They will respond here in due course. Be aware that response times are currently slower than usual due to high demand.

[Geroffmyland]

Thanks Graham

I’ll check back periodically to see if I get a response. 

looking at the forum, this seems to be a regular issue. 

[Graham_A]

Usually it means that the VM security team have locked the account for security reasons to protect the user.

The most common reason appears to be when they identify that a forwarding rule has been set up to divert email to a third party address.

[Geroffmyland]

That makes sense. 
my missus has had a number of hacks on social media apps too. 

[Emily_G]

Thanks for the post Geroffmyland and welcome to our community.

I'll pop you over a private message now so we can look into the account.

Thanks, Emily.

[Geroffmyland]

Hello team. 
I’m back posting on the original post as I’m still without access to my mailbox. 
I had a communication from somebody at VM and attempted to resolve the issue. However, it never worked and a IT ticket was raised. 
Now nothing and no responses from the VM person. 
What now?

[Graham_A]

@Geroffmyland As I was the one to escalate this to the Forum Team initially I will give them a nudge for you.  Referrals to the IT team are usually resolved in 7 to 10 days.  Seems we are now beyond that period.

I hope this will get you a staff update.

[Geroffmyland]

Thanks Graham. 

[Geroffmyland]

I’m back posting on the original post I raised as I’m appalled as to the lack of communication from the IT team that are supposedly looking into this issue over that last 3+ weeks. 
A complaint has also been raised with yet again no response or feedback. 
Is this the norm?