A device using your internet connection may be infected with malware

[Gazmatron]

Hi,

checked devices - no virus/malware detected.

Reset password via webmail.

Email account still not working.

Please advise asap.

Many thanks

Gary

[Ashleigh_C]

Hi there @Gazmatron

Thank you so much for your first post to our community forums and welcome to the team! It's great to have you here. 

I'm so sorry to hear that you have faced this issue with your email account, can you elaborate on what is happening for us? 

Thank you. 

[Gazmatron]

Hi Ashleigh,

thanks for your reply.

I received an email stating;

A device using your internet connection may be infected with malware.

Upon checking it seemed my partners email was not connecting. Checked (as per email instructions) for virus/malware - and once confirmed it was clear  I went onto website (mail) and changed her password - I got a confirmation notice on the email settings page to say my changes had been accepted. This was yesterday morning and despite original email stating that "after 15 minutes the mail box would be working" it hasn't and we are unable to access this mailbox?

Best

Gary

[Gareth_L]

Hello Gazmatron,

Thanks for replying.

Can I please ask if you now have access to the locked email account? 

Gareth_L

[Gazmatron]

Hi Gareth,

no we still cannot access since this account since last Thursday and I really need to resolve this asap.

Thanks

Gary

[Gazmatron]

Further to my post yesterday.....

I'm at a loss why this situation is going on so long without any sense of being helped here. I have had 2 responses to my problem from the "Forum Team" from Virginmedia both asking for info but then not responding to my answers. I think that as Virginmedia have taken action to shut an email account down, informed me by email & then to point me to this forum for "help" is ridiculous given the lack of help I am receiving. Can someone advise me as to the best course of action to get someone to sort this out. I am overseas at the moment so calling is not an option but I need to be able to contact someone in a position to help.

HELP

Gary

[John_GS]

Hi Gazmatron

Thanks for coming back to us. I shall send you a PM now.

Kind regards,