Forum Discussion

anm12's avatar
anm12
Joining in
9 hours 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

2 Replies

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    4 hours 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. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    9 hours 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.