I started receiving password reset messages over the weekend from a number of different websites (mostly site's I'm not signed up to).
I followed Virgin's instructions to beef up the security on my account, only to lose access to it (I cannot log in and the password reset is not working).
At this point I suspect someone is spoofing my e-mail address, but I can't be sure and would obviously like access to my account back.
Can someone help with this, please?
"Can someone help with this, please?"
The advice depends on whether you have a live VM broadband contract. If this email account is not linked to a live VM broadband contract then you are in real difficulties as to how to proceed.
However I'll assume for the moment that the email account is part of a VM broadband contract.
"I followed Virgin's instructions to beef up the security on my account"
So exactly what have you done?
Were you able to reset / change the password?
If so, you will have had to provide a non VM email address (a Gmail or Outlook account for example). You will now need to enter that non VM email address, rather than your VM email address, as your username when signing into your VM email and My Virgin Media accounts.
Your VM email address will not be changed just the username to sign into the email account.
Post back with a bit more specific information about what steps you have taken and you should then get some advice that is tailored exactly to your problem.
Coenoby
I was able to access my account initially, at which point I tried resetting its password.
At that point I was asked to provide a non-VM e-mail address to use to access the account. I did that, verified the new e-mail address, and then changed the log in password - all using my non-VM e-mail address.
It was at that point I lost access to the account (I'm 99% sure I am using the right password, but even if I am not, the password reset isn't working - it keep's saying "Oops! Something went wrong, try again later").
I'm really expecting someone from Virgin to read this an get in contact as there doesn't seem to be any other way of contacting them.
Thanks for the update.
"I'm really expecting someone from Virgin to read this an get in contact as there doesn't seem to be any other way of contacting them."
This is a community forum so the first responders are normally VM customers like yourself. In the majority of cases we can give advice that enables posters to resolve their issue without involving VM staff. The key thing is that VM staff can only support posters who are the main account holder of the VM broadband account. (That's why I asked the question upfront 😉
Although you have not answered that question directly, from what you say, it seems that there is a live VM broadband account in the picture so that's ok.
The standard way of contacting VM Support is by dialling 150 from a VM landline or mobile but that can involve a long wait on the phone,
However one of the Forum Team (VM staff who support this forum) will contact you via this thread, hopefully tomorrow. but it depends on how busy the forum is.
You will then need to go through the security questions with them to confirm that you are the account holder. That will be done using the forum's Private Message facility.
I hope they can get this sorted for you.
Coenoby
