Hacked email account
My sons email account was hacked on 7th November. I've logged the problem with Virgin but I'm continually getting fobbed off with 'the team are still investigating the issue'. Meanwhilke the hackers are still in the account trying to reset passwords on all his accounts and ordering goods.
I've reset the password 3 times but that does not kick the hackers out of a 3rd party email app.
Virgin have promised to call me numerous times and not once have they done so. I've spent over 12 hours on the phone to Virgin and feel like I am getting nowhere.
They don't even have the correct fault details in my complaint. I just can't get them to understand what the problem is despite explaining it every time I phone up.
I think my next step may have to be the ombudsman.
Can anybody on here help?
smack70 "I've reset the password 3 times but that does not kick the hackers out of a 3rd party email app."
Two points about that:
Firstly, merely resetting the account password does not "kick the hacker out" of anything. If they keep your son's VM email webmail account open on their device they will still have full access to the email account without any need to re-enter the password. 😉
1) If the hackers are still signed in to the webmail account you sign them out of the online webmail account by:
- going to the "Security settings" page in the My Virgin Media account for your son's email account
- then clicking on the the "Sign out all devices" action towards the bottom of that page. That will do what it says and any device that has you son's email account open will be signed out of his account.
2) To make sure the hackers cannot continue to access the email account via a third party email app you need to generate a new VM "Mail app password". Then update the password in your son's mail app to that new Mail app password. That will stop the hackers from continuing using your son's account to send and receive emails via any email app.
Until you carry out both those steps you have not stopped the hackers continuing to use you son's email account.
Coenoby
