Locked out of email again

[gardener77]

Following 2 Microsoft updates In 2 weeks, I have been locked out of my email. After going through the lengthy process of trying to get an answer from Virgin O2 the message came it was because of something trying to access my internet connection has malware !!. I have Norton 360 on my desktop & mobile which constantly sweeps for malware. So what else is causing this issue?

[Beth_G]

Hi gardener77,

Welcome to the Community Forums, thank you for your post.

I'm sorry to hear that you've been locked out of your email account. Do you have any other devices at all that are connected to your home network which could be affected? This could include devices such as Amazon Fire sticks or cameras which could go unnoticed.

If your email account is still locked, can you please sign into your My virgin Media account and reset your password to something new and unused? You'd then need to wait 15 minutes before signing back in again. This should unlock the mailbox. If not, please let us know how that goes and if you need further help.

Kind regards

Beth