e-mail account locked from sending messages

[ec100]

A secondary e-mail account is locked from sending.  I have received an e-mail from VM stating that this is due to the account possibly having been hacked & that it is sending out spam e-mail.  I have carefully followed the VM instructions in this e-mail running full virus scans on all devices on which I access this e-mail account, and resetting the password to a unique, secure one.  

I'm now able to access this account through the VM web portal and continue to receive e-mails to it.  There is no problem changing the pw for it (through the main account).  However, I remain unable to send e-mails from it.  When I try (from the VM portal) send fails and I receive a longish, technical message in a pop up.  I have cut and pasted the full message.  The first part (and the bit that I in part understand) is as follows:  "Message could not be sent to the following recipients: [....................@virginmedia.com] (421 - 421 4.1.0 SMTP417 Sending mailbox ......................@virginmedia.com is locked"

The account is my main work account and being unable to send from it is obviously very disruptive - and becoming rather stressful.

Any help with this would be very much appreciated.

[Hayley_S]

Hello @ec100,

Welcome, thanks for posting.

I am sorry for the issue with your Email.

I can see that you spoke to us recently on the phone? Did the password reset not help with your email?

If not I will do my best to help you.

Many thanks,

[ec100]

Hi Hayley,

Thanks for responding.  No, I tried that process several times (and did virus scans) but I'm still unable to send from the account.  I can receive and view e-mails thankfully.

[Molly_T]

Hi ec100, thank you for getting back to us!

I will send you a PM to confirm a few details so we can look into this further for you. 

You will find the PM in the top right-hand corner of the page, in your Inbox. 

All the best! 

[Maria1234Wen]

I also have the same problem which has been going on for 4 weeks now