What is a compromised mailbox alert?


We suspect a third party is using one or more of your Virgin Media email addresses to send spam/junk emails. This article gives advice on how to fix the issue.

What has happened?

We work with a number of not-for-profit organisations across the banking industry and security sectors that collate information on devices across the Internet that appear to be compromised and sending spam/junk mails.

It's probable that the person or organisation sending these emails obtained your username and password from a computer or device you've used which has potentially been infected with a virus or malware.

This could be a computer or device such as a tablet used inside or outside your home.

Want a hand fixing your home devices?

If you require expert assistance to deal with this issue why not use our payable Gadget Rescue* service to help secure your home devices? Gadget Rescue operates 24/7 and solves 99% of digital issues from smart phones to digital cameras. For more information on how our Gadget Rescue service can help please visit virginmedia.com/gadgetrescue

Want to fix the issue yourself?

We're here to help and if you have a basic knowledge of computers and connected devices there are a number of steps you can take to secure your mailbox and home network. Please apply these steps in order:

1. Check to see if your computer has an infection

The easiest way to do this is by using an online virus scanner; some suggested sites are;

f-secure.com/en/web/home_global/online-scanner **
eset.com/onlinescan **

If you are using an Android or iOS device, you can find a variety of virus scanners on the Play Store/iTunes.

2. Use your internet security package to remove any infections

If you have an existing security package installed, please consult the instructions on how to remove infections from your device.

If you don't have an existing security package, F-Secure SAFE is included free of charge for 12 months with your Virgin Broadband and can be used on PC, Mac and Android devices to remove infections.***

You can register for F-Secure SAFE by going to f-secure.com/virginmedia and creating an account. Once downloaded and installed it will immediately run a scan of your device.

If you already use F-Secure SAFE, make sure "Viruses and spyware scanning" is turned on.

If you require assistance with F-Secure SAFE please contact F-Secure support on 020 3936 3621.

3. Secure your email account

Once you’ve ensured that your devices are free from infection, you should change your My Virgin Media password and security question to block any further unauthorised access to your Virgin Media email address.

Sign into My Virgin Media via virginmedia.com/myvirginmedia. Remember your username may not be the same as your Virgin Media Mail email address.

Change your password to by clicking the My Profile tab and selecting Change Password. Please make sure you don't use the same password on other online sites you login to such as Facebook or Amazon.

Please see How to choose a strong and secure password for tips on choosing a new password. We recommend using the maximum 10 characters for your new password.

Then update your security details by choosing a new Security question and answer. This will prevent anyone resetting your password without your knowledge.

If you use an email program on your device you’ll need to enter your new email password next time you check your Virgin Media email.

4. Activate Web Safe

In order to avoid future infections on your home network it is recommended that you turn on Virus Safe, which is available as part of our free Web Safe service which can be found within My Virgin Media. Web Safe will help you block access to web sites known to be infected or to distribute Malware. To access Web Safe just sign in to your account at virginmedia.com/myvirginmedia and select My Apps.

5. Check your contact email address

It is important to provide an up to date contact email address to enable us to advise you of any significant issues that may affect the use of your Virgin Media services. To update your contact email address simply sign in to your account at virginmedia.com/myvirginmedia and select My Profile.

6. Check Auto Forward setting in Virgin Media Mail

In addition, it’s important that you check your mail forwarding rules to ensure that your emails aren’t being forwarded without your knowledge.

To check this in Virgin Media Mail webmail:

  • Go to mail.virginmedia.com
  • Sign in using your My Virgin Media username and password
  • Click the System Menu icon on the right side of the menu bar and then click the Settings menu item
  • Select the Auto Forward tab

This will display email addresses set to receive forwarded emails from your Virgin Media mailbox. If there is an email address you don’t recognise, and which you didn’t intend to forward your email to, then please select it and delete the forwarding rule.

How do I know I’m now safe?

If you have followed the above advice & have rescanned your device and found it to be clean, you can be confident that you have resolved the issue. It is very important that you perform periodic checks of your devices to ensure that they remain free of infection. You should also ensure that you stay safe online by following the advice in How to protect your computer.

If you would like further advice or to verify that this is a genuine Virgin Media communication then our community will be happy to help. Just visit virginmedia.com/community, select Help forum and join in the conversation on the Security matters board.

Where can I find further information and advice?

For Bulk Senders’ guidelines click here

For more information on spam click here

Get Safe Online is the UK’s leading source of unbiased, factual and easy-to-understand information on online safety. This is a unique resource providing practical advice on how to protect yourself, your computers and mobile devices against fraud, identity theft, viruses and many other problems encountered online. http://www.getsafeonline.org/**

* Minimum system requirements and Acceptable Use Policy apply. Gadget Rescue is available on a monthly subscription basis (6 month minimum term applies) or as a "One-Off Fix" service. Gadget Rescue terms and conditions apply.

** These links to external sites are provided as a courtesy and we are not responsible for the content of these sites or any problems encountered whilst applying these steps and we are not able to provide any technical support for such problems.

*** F-Secure SAFE is included free of charge for 12 months with your Virgin Broadband. If you're happy when the year is up you can continue with F-Secure SAFE for just £7.50 every three months, or £25 for the year.

Need more help

    Ask our community

  • Helpful, friendly forums
  • Packed with tips and advice
  • Staffed by Virgin Media


    Contact us

  • Talk to one of our friendly agents
  • Safe and secure
  • Free from Virgin Media phones or mobile