Hi, the post below came via email while we were away on holiday. Since coming back I've found that we can no longer access our main email accounts that we use. The only one it recognises is the Virgin Media account email (this one) which I don't really use. I've tried resetting the password for the other email accounts but it doesn't recognise the email address. In my VM account settings it also doesn't recognise the two additional email addresses, it's as though they never existed. Please can someone help? I've deleted the account number and name from the post. Thanks for any help.
Email received 24?07/2023:-
Your Virgin Media Account number:
Our reference: VMIS159-SUSPICIOUS_ACTIVITY-F010841400
Your Virgin Media email account may be compromised and you need to take action
Dear ,
You have received this email as one or more of your Virgin Media mailboxes has recently been locked due to suspicious activity being detected.
It is important that you:
a. Do a full virus scan on your device with up-to-date anti-virus software
b. Reset your MyVM password to something new, unique to this account and secure.
c. To unlock your mailbox, please go to Account settings. Then click the Virgin Media Mail settings tile. Next, click Generate new App password. Your account should then be accessible
d. If using an email client, ensure you update the settings with the new App Password
e. If you notice any suspicious activity or have any concerns about your primary mailbox or additional mailboxes, please contact us at abuse@virginmedia.com
After resetting your password, your mailbox will automatically be unlocked after 15 minutes.
Please ensure that the above points have been completed to prevent your mailbox from being locked again.
More help and support
For extra advice, or to double-check that this is a genuine Virgin Media communication, head to our community at virginmedia.com/community, click 'Help forum' and join the conversation on the Security Matters board.
Kind regards,
The Virgin Media team
