Forum Discussion

rickgreen's avatar
rickgreen
On our wavelength
14 days ago

What a terrible mess- hacked email

About 3 nights ago I started getting strange emails on my very old ntlworld email service and wondered if there may be an issue.

I decided as a precaution I would change the password and this is where my problems started.

It soon became very clear that my email account had been hacked (something that was confirmed during one of my phone calls to virgin). I was assured that they would restore everything back to the way it had been, and that they would put a stop to the email account and reset it for me.

The next day., I got an email thanking me for making the changes to my virgin account and I had now been upgraded to a much bigger package which obviously cost a lot more money. I was still unable to access my email account. I did not ask for these changes not did I want them! I duly called again for assistance and once again had to go through the whole ordeal of explaining my issues. I was told that people were working on my email problems and they would contact me once it was complete and they were very sorry for their mistake and would put things back. After a lot of them telling me I would lose this feature and that feature and me having to say yes thats fine, I STILL haven't had my package put back as it was!

So here we are, my virgin email account still hacked and getting floods of strange emails and my package changed without my consent.

Can anyone please help me with my issues or am I doomed to further frustration?

 

[Mod - Title edited for clarity]

ntlworld

10 Replies

  • rickgreen's avatar
    rickgreen
    On our wavelength
    2 days ago

    Hi, just a quick update, I now can access my account but am unable to change anything as any verification links are being sent to the wrong phone number and email address

     

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team
      20 hours ago

      Hi rickgreen 👋.

      Thanks for reaching back out to us and the update, so that we can assist you further with your remaining issues we would need to discuss further in a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

       

      Thanks.

       

      Sabrina

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

    They confirmed to me that I had indeed been hacked and that whoever it was had changed all my details.

    They told me that they would forward the details on to the technical team and that they would put things back into my control. They didn't really give a timeframe or that they would get back to me.

    My email client (Airmail) is now telling me that my credentials are not valid anymore, this happened last night.

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      13 days ago

      Okay sorry to hear about this and finally to confirm the package has not gone back to its original price point and contents?

      Its still the wrong package is that correct?

      • rickgreen's avatar
        rickgreen
        On our wavelength
        12 days ago

        Thats correct.

        I can't get access to my account to see what my package it right now. I can tell you that I ran a speed test and I am getting 500mb when before I was getting 350.

        Some of my apps keep telling me I have no internet and within a second it's back. Still no internet access and as mentioned no account access.

        At this moment in time I have no idea what my package is, how much it's costing me and no idea if I have any emails.

        Frustrating to say the least

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    14 days ago

    Hey rickgreen, thank you for reaching out and we are sorry to hear about your email and account issues.

    Did the team raise an IT ticket for you? If so this can take 5 working days.

    Most likely they have reached out to fraud who can take up to 72 hours to reach, did they advise this? 

    • rickgreen's avatar
      rickgreen
      On our wavelength
      14 days ago

      Hi, thanks for the reply.

      I am unsure if a ticket was raised as there was a lot of confusion regarding our sudden upgrade to a bigger more expensive package without our permission. I did wonder if it was the hacker to blame for it? I am informed that the package we had is no longer available so there was a lot of being put on hold and apology.

      It is possible I was advised regarding the time it might take but after hours of phone calls, everything is a blur.

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        13 days ago

        Okay sorry to hear all this and thank you for the update date.

        Final question before we take a look into this, did the team advise anything at all?

        For example was they going to reach out you to etc with an update?