Emails via Outlook - POP3 / SMTP locked after virus email msg How to undo ?

[cmilward]

Hi I`m struggling here can someone in Tech Support help please?    

Since getting this :-  [IMPORTANT] Virgin Media Alert: Your device may have a malware infection 

Your Virgin Media Account number: [MOD EDIT: PERSONAL INFORMATION REMOVED] 

Our reference: VMIS158-SUSPICIOUS_ACTIVITY-F010094846

A device using your internet connection may be infected with malware

Now I`m plagued with pop-ups wanting name and password for 

smtp.ntlworld.com    and  pop3.ntlworld.com

I followed the steps of this sticky to no avail 

https://community.virginmedia.com/t5/Email/Email-accounts-locked-mailbox-unable-unable-to-access-ema...

I`ve changed my password multiple times and its just not working hence this post.

Fortunately I can still access WebMail. 

I tried chat but Bots apparently don`t understand POP3 SMTP & locked accounts.

Is there a solution to this or do I have to end my years and years of being a customer and find another provider?    

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

[goslow · Accepted solution]

Once you have done the password reset procedure, have you gone into Outlook and changed the password for the account to the new one from within Outlook so that Outlook is using the updated password?

There does also seem to have been quite a few topics on here complaining about MS email client programs no longer working just recently. Not sure if this has any relevance here.

You should also consider starting to move your email account away from VM and to one of the free providers. New VM customers cannot create email accounts and existing customers can no longer add new ones. You can draw your own conclusions about future prospects for VM's email service.

[cmilward]

Hi all,

Firstly thank you to the moderator for redacting  my  personal info.

Secondly a big thanks to goslow.

Following your questions I went into Outlook and when prompted for name and password for POP3 and SMTP servers, (TBH I wasnt sure where those requests originated from....now it seems that Outlook is the correct answer), I entered details into the box and also ticked the "remember my password" tick box.   Outlook then sent and received e-mails.

I will act upon your  advice ref the future of VM`s email thank you for the heads up

Many thanks for pointing me in the right direction and restoring my e-mail functionality. 10/10