Forum Discussion

Blacksky's avatar
Blacksky
Joining in
2 years ago

NTLWORLD email hacked

I have two ntlworld email address, one I rarely use.  This one has been hacked and when I try to change the password I am getting the message that the password is invalid as it contains my username.  This is not the case. I need to know either how to change the password or if it's possible to delete this email address completely.

4 Replies

  • Joseph_B's avatar
    Joseph_B
    Forum Team (Retired)

    Hey Blacksky,

    Welcome to the Community Forums and thanks for the post.

    Sorry to hear you have been having this issue with your email, you can get this looked into and sorted via our website here, if you have any troubles with this let me know and I can help further.


    Joe

    • Blacksky's avatar
      Blacksky
      Joining in

      Hi Joe

      I have already followed the link and it wasn't useful, that is why I joined the community. 

      I cannot change my password as it keeps telling me that I cannot use any part of my username, although I have tried random numbers and letters and have avoided everything that is in my username it still won't allow me to change it.

       

      • Robert_P's avatar
        Robert_P
        Icon for Forum Team rankForum Team

        It may be that the email has been locked which is why a password reset is required. Can you try these steps for us please:

         

        • Sign in to My Virgin Media
        • Go to Account settings, then Account details
        • Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail
        • Then, under Virgin Media Mail app password tap Get password
        • Continue the flow and a new secure password will be generated, and the mailbox unlocked
        • Update any third-party apps that may be use to access your Virgin Media Mail emails with this new app password.

        Thanks

         

        Rob