[IMPORTANT] Virgin Media Alert: Your device may have a malware infection

[GaryM247]

A secondary email address used by my wife was locked on Saturday morning, with an email received from Virgin at 4pm, advising that malware had been detected and the email address had to have a password reset.

I checked both devices she uses (Apple Iphone and Ipad) and nothing was found.

Reset password and she was back in to the email account.

Same thing happened Sunday morning - Completed checks and reset password

Same thing has happened again today (Monday). 

What is going on - there is no malware on either device

[Ayisha_B]

Hi @GaryM247, 

A warm welcome to our Community Forums and thanks for your post. 

I am sorry to the email address used by your wife has been locked several times. 

Could you confirm the password was reset to something new and unique to this account? 

If not, please ensure the points below have been completed to prevent the mailbox being locked again.

• Do a full virus scan on your device with up-to-date anti-virus software
• Reset your password to something new, unique to this account and secure.

Let me know how you get on. 
 

[GaryM247]

Yes virus scan completed

Yes malware scan completed

Yes password changed each time to something unique

For a fourth time in the last 5 days - this morning (wed) account has been locked yet again.

This is only happening on apple devices - so have virgin changed something in the background that is flagging up malware when their is none?

[Steven_L]

Thanks for coming back to us @GaryM247 and I'm sorry that this keeps happening to your wife's email account. 

Is she currently back into her account at the moment or has it been locked again? I have looked into your account and can see the notes advising this over the last few days.

I can raise this with our email support team to get this investigated but would need to confirm a few details via private message, please look out for my message and we can get started.
Regards,
Steven_L