Thanks for reply it's definitely from virgin as when we had an email before we got a letter couple of days later from virgin media internet security Swansea, so we will probably receive another letter in a couple of days saying the same thing,
Email doesn't ask for any money or to purchase anything just says that we wrote u before to tell u that one or more devices is infected with malware since then we have received another alert on 10th July saying matsnu was detected on a device using your internet connection. And says to use an antivirus to get rid of it.
Well as stated we have only one laptop that has Windows on it and have used 3 different antivirus programs and it hasn't found any viruses, so don't know what to do? I suppose I will have to do a factory reset? Is that a good idea? What if I do that and we receive another email/letter saying matsnu is still on one of our devices what then?