troubleshooting Question

Email account is getting hacked - possibly on phone

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LockDown32Flag for United States of America asked on
Email Clients
4 Comments1 Solution115 ViewsLast Modified:
This customer was with GoDaddy. GoDaddy flagged this one account as sending out spam and locked everyone. We have has so many issues with GoDaddy that we took the "opportunity" to move to Network Solutions.

   No sooner did we move to NS then they locked this same account as being hacked and sending spam. We asked the user how many devices he had his email on and it was two. His laptop and his phone. I got on his laptop and hit it with Windows Defender, Avast, Adwcleaner, combofix and Webroot. No hint of a virus or malware. His phone has McAfee on it (from Verizon) and didn't exhibit any signs of being infected.

   So we changed his email password yet again which re-activated his email account and bam. 8-hours later NS shut it down again as being hacked. We had to "guess" which device was causing the issue so we guessed his phone. We reactivated his email again Friday and told him NOT to put the new password on his phone and not use it until further notice. So far there have been no issues. NS says his account is clean.

   So it looks like it might be his phone even though there are no signs and it has McAfee. Has anyone seen this type of issue and is there something else out there for phones maybe better then McAfee? We still don't have any concrete evidence how or where his account got hacked. We "think" it is his phone but can't be sure.
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