Hi,
My email account was recently hacked and earlier today I was locked out. Apparently the hackers changed my pw and now my email address is rejected when I try to log in.
There is no way to get any help from virgin… going round in circles.
extremely frustrating
Any ideas?
Thanks!
chouchoucat wrote:now my email address is rejected when I try to log in.
So what does the error message actually say? It may be the account has simply been locked by VM and if so you should be able to unlock that yourself by doing a password reset.
Have you tried signing in to the My Virgin Media (MVM) account for that email account, (rather than the email account itself)? Try entering your email address as the Username here https://www.virginmedia.com/my-virgin-media and when prompted enter the password you have been using, .
If your VM email account is still linked to a current VM broadband account then you should be able to reset the password from that MVM account. Here's a post setting out the steps involved in doing that https://community.virginmedia.com/t5/Email/locked-out-of-ntlworld-email/
Sadly, if you are no longer a VM broadband customer then you may be not be able to get the problem resolved..
Coenoby
Thank you! When I try to log in from that page the first time entering my email goes through. Then I have to click ‘forgot PW’ because the hackers changed it and whatever I tried works any more.
So I click ‘forgot PW’ and I get a message saying that I should ‘sign in with the email I use to log in’. Which I did, and have done for almost 25 years.
But it refuses to let me log in with it now.
Is there anything else I can try, do you know?
i don’t have broadband any more
chouchoucat wrote:When I try to log in from that page the first time entering my email goes through. Then I have to click ‘forgot PW’ because the hackers changed it and whatever I tried works any more.
Sorry, I'm a bit confused by that.
When you say there "my email goes through" are you saying that when you sign in using the link https://www.virginmedia.com/my-virgin-media it allows you to access the account?
Because of changes of recent changes VM have made to the security of email accounts you will not be able to use the "Forgot password" process.
If you can get into your "My Virgin Media" account from the above link you can change then change the password by following the instructions here https://community.virginmedia.com/t5/Email/locked-out-of-ntlworld-email
Coenoby
I asked a question about being locked out from my account after being hacked. Some kind person replied but now I can’t find it.
How do I find my own posts and the answers to them?
Thanks!
chouchoucat wrote:I asked a question ....now I can’t find it.
How do I find my own posts and the answers to them?
Thanks!
Click on your profile picture/icon in the top-right corner of any forum page, select "my profile". Scroll down to view all your posts & replies.
But VM email requires a VM broadband account to keep working.
You said you don't have broadband any more, so your email account may have been closed.
Thanks Carley. Yes, it has been, as I am currently in US. I really depended on that account for a lot of contacts. To have it snatched without warning is pretty shocking
Forum TeamHi chouchoucat
Thanks for your reply.
It's part of the terms and conditions of the contract that the email account will be closed within 90 days of the broadband being disconnected.
We're sorry for any inconvenience this has caused.
If you are concerned the account has been hacked, we can look to close this if it hasn't been already.
We cant however offer any support with email accounts that aren't connected to a live broadband account. For example we cant do a password reset.
I will send you a private message now.
If you would like us to close the account, please respond to us there and we'll help with that.
Please look out for the envelope in the top right of the page and pop back to me when you can.
