My wifes emails on [REMOVED]@ntlworld have been locked since Monday. She contacted Virginmedia support on Monday evening and was informed that IT Security had locked the account due to suspicious activity. We have run a anti virus scan and changed the password but are still unable to access her emails. Can anyone help as apparently it is not possible to talk to IT Security
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Thank you for coming back to us about this issue. I'm sorry to hear that you're having an ongoing problem with your mailbox.
What error do you see when trying to access the mailbox?
Have you tried to follow the "Forgotten Password" option on the email sign in screen? Please reset your password to something completely new and never used before. Once this is done, please wait at least 10 minutes before accessing your mailbox. Please let us know if this has worked, or if you're still experiencing issues with access?
Thank you for your reply. My wife has spoken to Customer Services and she has been informed that her emails will be restored tomorrow. We can only wait with hope.
They absolutely won’t be restored tomorrow, that was a standard ‘get an annoying customer off the phone and chalk up another closed call’ manoeuvre.
It might well be a good idea to reset the password yet again and then wait at least 30 minutes before trying to access it to give the system a chance to replicate the password change around the system.
This made no difference. We can access the email account but it has not been updated with new emails since Monday. We can only wait till tomorrow. My wife has a ticket number which was sent to IT Security to ask them to unlock the account??????