Identity Theft, Account Compromise & Virgin/O₂’s Failure to Act

Posting this anonymously because my account is still compromised.

I have been the victim of identity theft. My old email was hacked and the attacker managed to link a fraudulent backup email address to my Virgin Media account, which also connects to my O2 mobile since the two systems are now merged.

That means the hacker still has potential access to both my broadband and phone accounts, able to view personal data, intercept information, or even make unauthorised changes to my services.

I called Virgin Media on Monday and explained everything in full. The agent said a ticket would be raised to remove the hacker’s backup email. Since then nothing – no ticket number, no follow-up, no confirmation – and the fraudulent email remains active, effectively paralysing my account.

I have also emailed every official contact I could find, providing my Action Fraud and police reference numbers. Most of those emails bounced and the rest have been completely ignored. It seems they do not like emails.

I am honestly furious with the total lack of support and feedback. This is not a billing query – it is a live security breach affecting two linked service providers. The silence from both Virgin and O2 is beyond negligent and frankly unacceptable.

My contract is now up and after this experience I see absolutely no reason to stay. Why would anyone trust a provider that leaves customers vulnerable, compromised and ignored when they need help most?

Sort it out Virgin and O2 – this level of service is indefensible.