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Thestid's avatar
Thestid
Joining in
11 months ago
Solved

Email Hacked

Recently my wife's virgin media (ntlworld.com) email was hacked. Obviously the first thing I did was changed the password. However since then some miscreant has set-up accounts on 2 games platforms using my wife's email address. I myself then accessed these platforms and changed the passwords and set-up 2FA. Then closed the accounts. Next thing I know, the miscreant has managed to somehow intercept the OTP sent by one of the platforms and cancel the "cancellation" and reset the password. I have again changed the password to my wife's email, reset the password on the affected games platform and re-issued the cancel instruction. Can someone explain to me how the hacker is able to intercept the OTP codes sent by the games platform?

  • Sabrina_B's avatar
    Sabrina_B
    11 months ago

    Hi Thestid 👋.

    Thanks for reaching out to us, sorry to hear of the issues you are facing with a mailbox access. So that we can assist you we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
     

    Thanks, 

    Sabrina

8 Replies

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  • goslow's avatar
    goslow
    Alessandro Volta
    11 months ago

    Have you checked that there is no auto-forward set up on the ntlworld mailbox?

    • Thestid's avatar
      Thestid
      Joining in
      11 months ago

      Yes there is, but it is to my day-to-day email address which as far as I can determine has not been compromised

      • goslow's avatar
        goslow
        Alessandro Volta
        11 months ago

        Were there any recovery routes set up on the games platforms (secret word, secret question, alternative email address etc.) that would have allowed the scammer back in to the games platform?

        Have you gone through VM's process of providing a third party email address to access the ntlworld mailbox?

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    11 months ago

    If a hacker got access to a PC which had unencrypted backup codes, then these codes would be used instead of OTP received.

    • Thestid's avatar
      Thestid
      Joining in
      11 months ago

      Not quite sure what you mean by this? What backup codes are you referring to?

      • Sabrina_B's avatar
        Sabrina_B
        Forum Team (Retired)
        11 months ago

        Hi Thestid 👋.

        Thanks for reaching out to us, sorry to hear of the issues you are facing with a mailbox access. So that we can assist you we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
         

        Thanks, 

        Sabrina