29-09-2021 16:53 - edited 29-09-2021 17:21
I got an email from Virgin a little while ago saying the following:
"A device using your internet connection may be infected with malware
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:
After resetting your password, your mailbox will automatically be unlocked after 15 minutes."
Can you please advise. I think that the email with the problem is my husband's address, but I am the primary account holder and we don't know how to change the password on his secondary account. I don't want to change the password on my main account. Also, the email said that his account was locked until he changed his password, but it isn't, he can still get into it. We're really confused!
It does look as if he may have some suspicious activity in his email, with a lot of undeliverable messages with strange addresses.
PS We had a problem last month and he reset his password (I think I phoned to get that done that time) - and just a couple of days ago we got a call from someone saying they were from Virgin and were we happy that our problem had been fixed. It seemed strange to receive such a call so many weeks after the problem. My husband didn't trust it - I said yes it's fine before he hung up on them! Also, we have both run virus scans on our computers and have no issues.
Answered! Go to Answer
on 29-09-2021 18:27
@brockett wrote:
⋮Can you please advise. I think that the email with the problem is my husband's address, but I am the primary account holder and we don't know how to change the password on his secondary account. I don't want to change the password on my main account. Also, the email said that his account was locked until he changed his password, but it isn't, he can still get into it. We're really confused!
⋮
Sign in with the primary account holder's authentication credential here My Virgin Media > My Profile > Manage accounts and amend his password from there.
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on 29-09-2021 18:27
@brockett wrote:
⋮Can you please advise. I think that the email with the problem is my husband's address, but I am the primary account holder and we don't know how to change the password on his secondary account. I don't want to change the password on my main account. Also, the email said that his account was locked until he changed his password, but it isn't, he can still get into it. We're really confused!
⋮
Sign in with the primary account holder's authentication credential here My Virgin Media > My Profile > Manage accounts and amend his password from there.
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks
on 29-09-2021 18:37
Thank you so much, so easy!
on 29-09-2021 18:37
on 29-09-2021 18:41
on 29-09-2021 18:44
Glad to hear this was resolved @brockett!
In regard to the call, were you able to get a hold of the number that called so we can further investigate this for you?
Thanks,
on 29-09-2021 18:48
on 30-09-2021 18:54
You're absolutely correct @brockett
For a start you've mentioned some stuff there we'd never ask as a security question. Certainly not in 2021.
Regards
Lee_R
on 30-09-2021 19:50
For future reference, would you be able to tell me what Virgin would ask for if they did ring us?
on 30-09-2021 20:31
@brockett wrote:For future reference, would you be able to tell me what Virgin would ask for if they did ring us?
As a general point, VM will never make unsolicited tech support calls to customers so, if you receive one out of the blue, then it is a scam.
During a call to VM customer support, those posting on here are often told that 'someone will call you back' but that is often just a way to end the call and get the customer off the phone and the return call never comes. If you have opted out of marketing calls from VM, it will be very rare you will ever receive a genuine inbound call from VM.
Scam callers often fake the caller ID to look like VM phone numbers so it is impossible to tell if you are receiving a call from the real VM or a scammer. Giving out any security or personal information to an inbound caller claiming to be VM is unwise IMHO.
If you need to speak to VM, then the safest way to do that is to place an outbound call using the recognised VM support numbers. For support and general queries, I would say you will get the most useful help on here from one of the VM forum team or other forum members.