Forum Discussion

anm12's avatar
anm12
Tuning in
2 months ago

Account hacked

I am really frustrated with the service recieved from virgin yesterday and today.

My daughters account which is a secondry account linked to mine has been hacked they have then changed the secondary email to something else and we cannot access the account to reset everything they have now been in her emails and are resetting other passwords and as quick as we try to reset they reset them again.

Speaking to customer services they have raised a ticket and said this takes 24-48 hours and this was 24 hours ago ! how hard is it for them to reset this we can start to secure her details again 

Virgin media this is beyond poor

8 Replies

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    This will be complicated by the fact that secondary accounts no longer exist as such. Those accounts now have their own VM account. 

    Whether they can reinstate the account is not a given. It may be that they can only close it down. 

    A VM person may be able to better advise you when one gets to this topic. But in the meantime she should get a new email account with a different provider. 

    • anm12's avatar
      anm12
      Tuning in
      2 months ago

      Thanks she has got a new email and we will try to move everything over to that now as virgin are useless and completely unhelpful.

      I understand they are busy but i cannot believe they have not experienced this many times and dopnt have a fix for it. 

      I cant wait for my contract with them to end as i will never extend with them again their service this year for this and other things has been nothing short of disgraceful

      • jpeg1's avatar
        jpeg1
        Alessandro Volta
        2 months ago

        VM have lost interest in their email service. They stopped issuing new accounts over three years ago, and have closed many accounts that are not linked to broadband. No user of VM email should rely on it continuing indefinitely. 

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    2 months ago

    Hi anm12 

    Welcome to the Community Forums. 

    Sorry to hear of your concerns with your daughter's email. 

    It is a tricky one, but if an IT ticket has been raised, then the team will do all they can to support and attempt to resolve this for your daughter. There isn't anything that can be done other than the IT ticket. 
    We usually advise that the fix time for IT tickets is 5 working days, but please do keep us posted should you not hear back from the team within this time. 

    • anm12's avatar
      anm12
      Tuning in
      2 months ago

      5 days for someones being hacked and watching all their online life being taken over and not being able to stop it this should be simple in todays world to help someone.

      VIRGIN DO BETTER 

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        2 months ago

        Sorry to hear you feel this way anm12

        We can assure you that the team will be working to investigate this and will be in touch should they need any further information. 

        Should you not have heard back from the team within 5 working days, please do let us know. 

  • anm12's avatar
    anm12
    Tuning in
    2 months ago

    This is ridiculous i have now waited a week had no follow up i spoke to them today and they gave escalated this but now we have no access to emails. their seems to be no urgency or care to resolve this. My daughter now has lost all access and she had important things in emails starting uni in a week this is not acceptable 

    • David_Bn's avatar
      David_Bn
      Icon for Forum Team rankForum Team
      2 months ago

      Sorry to hear of this matter anm12, do please allow our team to resolve this matter for you as soon as possible, with the knowledge that the ticket has been raised and has since been escalated as per your advising. 

      Due to the high volumes of work our IT team are dealing with currently, I understand there is a backlog of tickets that are being worked through as quickly as possible.

      To help prevent further hacking, or E-Mail addresses or devices, we would advise reviewing our online guidance. 

      Thanks,

      David_Bn