"Sending Mailbox is locked" on blueyonder.co.uk account

[michaelyarde]

Hi, 

I'm posting on behalf of my father (who is the account holder of the email address in question). He is having issues sending emails. He can receive emails on his iPhone 11, but can't send on his iPhone. 

He can send and receive emails using his Windows 10 PC (using Windows Live Mail as an email client). 

He can receive emails using the Virgin Media web client (via Google Chrome and Microsoft Edge), but again, can not receive emails. 

The error message we receive is; "

Message could not be sent to the following recipients: [my email] (421 - 421 4.1.0 SMTP417 Sending mailbox <my father's email> is locked. ;id=5RYfovGp0Vu5X5RYgoaEYk;sid=5RYfovGp0Vu5X;mta=smtp1.tb;d=20220626;t=144010[CET];ipsrc=172.25.160.134;"

I've tried ringing every VM helpline under the sun, and get passed from pillar to post, with no resolution. Surely, if its locked, can it not just be unlocked, but no one on the phonelines / help desks seem to know what / how to do it.

[Ayisha_B]

Hi @michaelyarde,

Welcome to our Community Forums and thanks for posting.

Sorry to hear you're Father is having issues sending emails. 

Could you confirm if this is to a particular recipient only of if the error message you get back is for all emails sent?

[michaelyarde]

Hi @Ayisha_B 

The sending issue occurs regardless of attempted recipient. 

Thanks,

Michael

[Matthew_ML]

Hey michaelyarde, thank you for reaching out with this information. 

Okay, we would need to get this unlocked by the sounds of it.

I am going to send you a PM, so we can look into this for you.

Please look out for the purple envelope. Thanks 

[michaelyarde]

This issue is still unresolved, and now I have been informed that the IT ticket has been closed. Unacceptable service. 

Can someone please get in touch from Virgin Media as to how I can escalate this. The error still persists, and the fault is being made out to be me, which is impossible, given that sending emails doesn't work through Virgin Media's own web mail client, acccessed via the Virgin Media website, in the MyVirginMedia website. 

[coenoby]

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@michaelyarde wrote:

Can someone please get in touch from Virgin Media as to how I can escalate this.

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I have escalated your most recent post to the VM Forum Team so one of them should be contacting you via this thread hopefully today.

They will need to contact the relevant VM technical team to check what's going on but flagging your issue to the Forum Team is the first step.

Coenoby

[Reece_MH]

Hi @michaelyarde,

Thanks for coming back to us with an update. I'm sorry to hear that things still aren't resolved even though the ticket has been closed. I can see that you're currently in PMs for this issue with one of my colleagues, Paul. 

Please can you respond (when possible) to their most recent message so they can assist you further in getting this ticket re-opened and resolved properly.

Thanks,

[michaelyarde]

Hi,

I've already replied to the most recent PM.

Thanks,

Michael

[michaelyarde]

Just to provide an update to anyone watching this, Virgin Media are unable to fix a fault with their own system. Direct copy and paste from the person who's been "helping" me in private message below

"As it is only an issue using webmail we cannot find and duplicate the issue our end so cannot find a fix."

Webmail being the service provided by Virgin Media. How is this acceptable? I have requested the details for the official complaints process as this is beyond unacceptable.

[coenoby]

@michaelyarde 

Just to say I am not a VM employee but I have raised this behind the scenes.

I am very surprised at this turn of events because there have other cases where forum members have reported getting that error and which VM were able to resolve.

Coenoby