Forum Discussion

heath1963's avatar
heath1963
Tuning in
12 days ago

Think I've been hacked

Yesterday 17 Nov about 3.45 i had three emails, all within 3 mins of each other along with some texts ,they look genuine from virginmedia but have  got a London ip address were the  request was made from  ,I have a w midlands ip .First one  saying verify it's you .The 2nd email a request as been made to change your email address from the one I recognised to a different email I didn't recognise and they sent a request to the email I don't recognise to approve change . The third saying email as changed to email I don't recognise. Now I can not log in to my virginmedia account , ,worried I've been hacked   I have  phoned Virginmedia twice but all I get is 'IT will ring you back in a couple of days' after they couldn't sort or put me through to someone who could help .

   

5 Replies

  • goslow's avatar
    goslow
    Alessandro Volta
    11 days ago

    You will need to wait for a VM person to reply here (usually a few days from when you first posted).

    Did the first message look like the one shown in this topic?

    verify your identity | Virgin Media Community - 5679801

    No clear explanation from VM given in the above but it looks as if scammers may be attempting to carry out account access resets to gain access to the account.

    Follow the advice from coenoby on checking if your details have been in a data breach.

    If you have used the same email/password combination across many different accounts and services, you should change all of those so that each one has a unique and complex password. Same for any re-used security questions.

    We have seen past examples on here where the takeover of a VM account was the beginning of other account takeovers for the same user where that person has reused email/password combinations in multiple places.

  • heath1963's avatar
    heath1963
    Tuning in
    11 days ago

    I thanks for replying , looks like a genuine virginmedia verify email , with there address in email bar at top.can not really see pic in link that clearly.

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    10 days ago

    Hello heath1963,

    Welcome to the Community, and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re experiencing with your online account at the moment. 

    Have the team confirmed that this was passed over to the support team and provided a reference? If they have there is nothing else that we can do from here till the support team picks up your ticket and works through it.

    Kind Regards,

    Steven_L

    • heath1963's avatar
      heath1963
      Tuning in
      9 days ago

      Thank you for the reply. I was contacted by the IT team on Tuesday, 18/11/25, who unfortunately couldn't assist and informed me a ticket had been raised for a callback from a different department within 3 to 4 days. As the situation involves a potential account breach, I am concerned that a resolution might take this long. I would appreciate any effort to sort this out as quickly as possible.Ive sent this message again because did not know if it had sent first time .Thanks

      • Steven_L's avatar
        Steven_L
        Icon for Forum Team rankForum Team
        8 days ago

        Thanks for coming back to us, heath1963. If the support team haven't been able to get this resolved and passed it on to another team, you would need to wait for them to get in touch for any updates. As we wouldn't be able to assist any further.

        Kind Regards,

        Steven_L