Forum Discussion

ITWhiz33's avatar
ITWhiz33
Joining in
16 days ago

Still can't change manage my account.

This is getting beyond a joke now.

After, a recent problem where a VM agent regenerated my access code and I was hacked, also allowing the hacker to clone my phone. 

You would say that one of the first things to do is change your email password.

BUT, since VM introduced this new VM02 ID system, when you try to manage your account - it crashes. 

It was suggested that I call VM and they can change the password - but it turns out that is only the VMO2 password they can change not your email password.

Changing your password is a basic function so why is it so complicated to allow people to do it!!!!

account
email

15 Replies

  • ITWhiz33's avatar
    ITWhiz33
    Joining in
    22 days ago

    After having my mobile number eSim hacked, I found that they had got into my emails. How can they without the password.

    Well it looks like Virgin Media security is not that strong!!

    Strange thing is from the security access log on my virginmediaO2 login it appears that a VirginMedia Agent was accessing my account (possibly for the hacker) at a time when I know I wasn't on the phone to them or on a chat with them because I was in Asda shopping or driving on the M6Toll! 

    Now the question is who do I send the evidence to?

    • ITWhiz33's avatar
      ITWhiz33
      Joining in
      22 days ago

      After haviing my email hacked I'm trying to get into Manage my products on my VirginMedia/02 ID account and all I get is 

      1. What is wrong with this new system ?
      2. Is there another way to change my Account Password so that the hacker cannot regain access to it. 
      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        22 days ago

        Hi ITWhiz33 

        Welcome back to the Community Forums.
        Sorry to hear about your email access concerns after you suspect your eSIM was hacked. 

        You'll need to update your passwords on all apps you used on your phone and ensure you've chosen the option to 'sign out on all other devices'.
        Have you been able to speak with your phone service provider so that they're able to assist with that side of your concerns?
         

        Just to confirm, do you have access to your Virgin Media online account and email(s) after changing your password on another device? 
        When you attempt to sign in/use the forgotten password steps here, where in that process does it fail and show an error, please? 

  • Vikki_M's avatar
    Vikki_M
    Icon for Forum Team rankForum Team
    16 days ago

    Hi ITWhiz33,

    Thanks for your post and welcome back to our community.

    We're sorry to hear you're having some issues changing your email password.

    What happens please when you try to change this? Do you get any error message for example?

    Can you sign into your online account? If so, please follow the below steps. 

    Go to Account Settings, then Account details, and find the option to manage your email account password.

    Please pop back to us when you can. 

  • Gooser42's avatar
    Gooser42
    On our wavelength
    16 days ago

    I agree it's beyond a joke!!  I have been unable to access my VM account for 6 weeks now, and have been told the IT team are working on it, but without any success as yet.  I assume there is a serious problem somewhere as VM can't support blueyonder anymore. Can you suggest how I can get a resolution from VM, and are there many others in the same position?

    Thanks

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      15 days ago

      Hi Gooser42,

      We're sorry to hear you can't access your email account. 

      Is the blueyonder account linked to an active broadband account with us?

      What happens when you try to reset the password please? Are you getting any error message?

      Please pop back to us when you can. 

       

      • Gooser42's avatar
        Gooser42
        On our wavelength
        13 days ago

        Hi Vicki

        I have a copy of how to log in sent by VM complaints which does not work either. There is no way I can see how to set a password, as the password I have is not recognised, and I keep getting sent back to the start.  A ticket has been raised with the IT department, who just appear to be ignoring me.  If you want more details, please let me know how I can contact you, as I have done before.  Also when I sign into the forum, it comes up with access denied for some areas, and I can't seem to be able to find my current posts easily, or how to post a new comment. thanks