Your mailbox is not available at the moment

[Carol1949]

My emails disappeared from my PC on the 16th August 2022. I was however still able to receive them on my ipad and phone. I took my PC to a repair shop who, when trying to access my emails through virgin media webmail received the error "Your mailbox is not available at the moment". We have changed the password numerous times in the past two weeks. One thing to note, i didn't have to re-enter my password on the iPad or phone, they just kept coming in.

I have raised a ticket with Virgin Media support team and apparently had it raised to a higher level (who cannot be contacted directly). I was called by a Mr T Powell who had said another support ticket was raised and he changed my password which he got me to enter on the iPad, once i did that, i could no longer receive emails on it!!

I have since changed the password again via the forgotten password link on the VM website and i can see my account details, change packages, etc but still cannot access my emails on any device expect my phone.

Any help or assistance greatly appreciated.

Carol

[Ryan_N]

Hi Carol1949, 

Thank you for your post and welcome to the forums. 

In terms of the emails disappearing from your PC as you have mentioned - is this through an email client or through your online account method etc? Are the email still coming through to the iPad and phone at present? It's odd, as it does sound like it could be an old email address attached to an old account that's not longer active, and with that could have been deleted as you have up to 90 days from when cancelling. I appreciate that in some cases it does go on a lot longer. It's why I ask because with the emails coming through on the other devices, it wouldn't make sense. 

Let me know if they are still coming to you. 

Cheers, 

Ryan. 

[Carol1949]

Hi Ryan, i think i may have used bad wording in my original post, my emails "stopped" coming in on my PC, "disappeared" was the wrong word to use.

I have been actively using my email address for years and can still receive them on my phone which, as of right now, is the only way i can collect and send them. The 90 day thing will definitely not apply to me, im using my email on a daily basis. The emails stopped coming through on my iPad when i was asked by a Virgin Media tech to enter a new password, they were still coming through on the iPad until i messed with the password change.

I use outlook 2013 as my email client on the PC and on the 16th August it started telling me the password was wrong, i took it to a computer repair shop several weeks later as i'd prefer to use the PC then my phone or iPad. they changed my password and after Outlook still failed, tried to log into webmail but received the error "Your mailbox is not available at the moment" and explained i would need to contact support as it was out of their hands. We can log into the generic account info so i can see my bills, change package, etc, but cannot view my emails. I rang the support line but feel like i'm not getting anywhere, the repair shop seem to think that my email account is "locked" for some reason and no-one from Virgin Media seems able to confirm or deny this.

To further express my concern, i use my email on a daily basis, there is no way on God's given Earth that i haven't used it every single day!

[Graham_A]

@Carol1949  I think that you may have misunderstood the 90 day limit mentioned by Ryan.  He is referring to email addresses attached to old VM accounts which should be closed 90 days after the VM broadband account is closed.  This should happen regardless of how frequently the email address is used.

Is the email account concerned definitely attached to your current VM broadband account?  To check this the email address needs to show as either your primary address or a secondary account listed under other My Virgin Media accounts.

[Carol1949]

Hi Graham, many thanks for getting back to me. If i go here: https://www.virginmedia.com/my-virgin-media/account-settings/details my e-mail address is shown under sign-in & contact details. I have only had one e-mail address for the past 10-15 years and i can still receive emails on my phone. There is a link on that page that says "Manage other My Virgin Media accounts" and when i click it, it says i can create 9 additional accounts. it then says "You currently have additional accounts:" it doesn't list any but has a button for me to create new account.

Am i looking in the wrong place?

[Steven_L]

Thanks for coming back to us @Carol1949. 

I would be happy to take a further look into this for you but would need to confirm a few details via private message, please look out for my message and we can get started.
Regards,
Steven_L