on โ14-12-2021 09:29
Hi there
"Your mailbox is not available at the moment
Please retry again in one hour and make sure you are using the correct password to access your email from all of your devices."
I have contacted 150 and they have tried resetting my password but to no avail, Can any of the VM team help?
Thanks
Oli
on โ15-12-2021 09:34
Hello olimay
Sorry to hear this has happened
Can I just ask a few questions first
Do you have an active broadband service with us
How are you accessing your emails
By webmail or through a client
Have you tried resetting the password to one you haven't used before, waiting 30 minutes then logging back in?
Gareth_L
on โ15-12-2021 13:27
Hi Gareth,
I do have an active broadband with you.
I am trying to access through the webmail.
I can still sign in to my virginmedia account but not the email account. I have tried resetting the password but unsuccessful.
on โ16-12-2021 11:45
Hi VM,
I am a the primary account holder, and the secondary account email has been locked and the mailbox is unavailable.
Please can you advise?
Thanks
on โ16-12-2021 14:28
Hi @olimay,
Thanks for getting back to us. Please can you try following these steps and let me know how things are working for you afterwards:
1. Perform an anti-virus scan on all devices you have used the impacted email account on
2. Change the password to something completely different and wait at least 30 minutes before attempting to log back in to your email
3. Change the security question answer on your My Virgin Media
4. Check for any additional email accounts that may have been created on your account
5. Check for auto-forwarding rules which may have been setup in Webmail.
Best wishes,
Serena
on โ16-12-2021 14:30
Hi @TheMays,
Welcome to our Community Help Forum ๐
Sorry to hear the secondary email account has been locked and the mail box is unavailable. Please can you try following these steps and let me know how you get on.
1. Perform an anti-virus scan on all devices you have used the impacted email account on
2. Change the password to something completely different and wait at least 30 minutes before trying to log back in to the secondary account
3. Change your security question answer on My Virgin Media
4. Check for any additional email accounts that may have been created on your account
5. Check for auto-forwarding rules which may have been setup in Webmail
Best wishes,
Serena