403 forbidden email - Your device may have a malware infection

[ramsayladders]

I have received this 403 forbidden error when I try to access my email account and have also received an email purporting to be from VM, advising that ‘Your device may have a malware infection’. This has occurred twice in a fortnight. 

I have changed my password, which I found incredibly difficult as I kept going round in circles as I could not reach a page that allowed me to do this. 

I have also scanned all hard drives for infections with up to date software, but none were found.

I’m finding this to be frustrating and incredibly laborious to scan numerous HDs every time I receive this email and the time spent on such a frustrating procedure. 

How can I permanently resolve this issue without giving up on VM email ?

Thanks  

[用心棒]

Does the issue persist when using your browser's Private / Incognito mode; press Ctrl + Shift + P in Firefox or otherwise Ctrl + Shift + N?

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[ramsayladders]

Hello 

No, that does not appear to be affected.

[用心棒]

Clearing your browser's data cache of Virgin Media cookies should resolve issue when using it in normal mode. If you need help with doing this then post back here with name of browser and operating system.