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Tomca's avatar
Tomca
Joining in
8 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

5 Replies

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    8 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.

  • goslow's avatar
    goslow
    Alessandro Volta
    8 months ago

    Is your mother in law currently a VM broadband customer?

    • Tomca's avatar
      Tomca
      Joining in
      8 months ago

      No, she just continued using the email address

      • Sabrina_B's avatar
        Sabrina_B
        Icon for Forum Team rankForum Team
        8 months ago

        HI Tomca 👋.

        Thanks for reaching out to us and welcome to the Community Forums. Apologies for the issues your mum is facing with her email address, so that we can look into this further we would need to bring you in for 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