on 10-05-2023 15:38
Hi there,
It seems I am the latest to fall foul to this trojan. I have tried to change my password, but the system would not accept ANY new password and now I am unable to use my old one either meaning that I am locked out.
This is my main email account so I really do need to access it.
Please can you help?
Best regards
on 10-05-2023 15:46
Hi there @Fnaarg
Thank you so much for your post and welcome to the community forums, it's great to have you here.
I am so sorry that you are facing this issue with your email services, can I ask if you have current and active broadband with us? If so is this email connected to the broadband?
Thanks again.
on 10-05-2023 21:49
Sorry, but I don't have Virgin broadband... My broadband is provided by my employer so I don't have a choice
on 13-05-2023 10:38
Thank you for confirming @Fnaarg
If the email is no longer linked to a current and active account then this has likely been deleted as we delete emails no longer attached to our services after 90 days, though this can be longer.
I would be happy to have the email permanently deleted for you but we would not be able to reactivate the mailbox. Please do let me know how you would like to continue?