LOCKED ACCOUNT
Interesting reply from virgin, so they do have security that detects possible hacking or unusual activity.
I hope it is resolved, and you can then reset the password, security question, username etc to secure the account.
It could be linked to the recent virgin media data breach of 5/3/2020?
The possible access by a mail client is possible as virgin do not use multi factor authorisation options such as text to mobile or voice mail etc.
I was once locked out and given similar reasons and changed user name login in the profile settings. (done by virgin)
Ensure a strong a password is used. I have posted recently on security issues myself.
Some concern if your email contacts were accessed, so you need to be back in control of the email address to prevent any fraud attempts, and ensure any linked account have not been compromised.
I now use other more secure email providers for shopping, banking .
If pop mail used and email stored on your own computer that could be hacked, wise to do a virus/malware scan. I stopped using pop and use imap option where email remains on the virgin server till deleted. I was hacked when I used pop mail myself some years ago via an email client.
Although a nuisance at least virgin may have detected illegal access, so now important to get back control of the email.
I have posted recently on security issues.
The community forum team are good and hope they help you if you do not get it resolved in 24 hours.
community member alf28