Forum Discussion

Tomca's avatar
Tomca
Joining in
4 months ago

Mother in law's account hijacked

Hello,

My mother in law's Ntlworld email account has been hacked - she received a ransom email then shortly after was locked out completely. She had this email from when she was a customer around 20 years ago therefore understandably doesnt have the account number or security password therefore livechat help isnt working as they keep asking for these details.

I know the original address and landline number if this can help in retrieving her account - she doesnt understand any of this therefore i am trying to recover on her behalf

hacked
ransom
  • goslow's avatar
    goslow
    Alessandro Volta
    4 months ago

    Is your mother in law currently a VM broadband customer?

    • Tomca's avatar
      Tomca
      Joining in
      4 months ago

      No, she just continued using the email address

      • goslow's avatar
        goslow
        Alessandro Volta
        4 months ago

        Unfortunately the only option VM is likely to offer is to delete the email mailbox.

        VM requires all of its email addresses to be associated with a current VM broadband subscription. VM is currently going through a very intensive programme of closing down legacy mailboxes not linked to a current VM broadband package.

        You will get a reply from a VM person on here usually within a few days who will give you the official response on what the options are. They normally insist though on communicating direct with the account holder, unless you have power of attorney for your mother in law.

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    4 months ago

    The email account has almost certainly been lost, so she must create another. I use Gmail, Yahoo and Outlook.com, and I find Gmail to be the best. I recommend setting up 2FA for added security.

    She might have to call her friends to get them to send her their email addresses so that she can rebuild her contact book.