Forum Discussion

PhilTUK's avatar
PhilTUK
Joining in
11 months ago
Solved

Password reset / hacked ntlworld email account

Trying to help out an elderly 80+ friend who is on dialysis - today someone gained access to his contacts or email account and sent out emails from myfriend@ntlworld.com to a number of contacts askin...
  • Graham_A's avatar
    Graham_A
    11 months ago

    PhilTUK I will escalate this to the VM Forum Team for you.  Does your friend currently have a VM broadband account to which the email address concerned is attached?

    To set expectations the VM Forum Team are likely to need to clear security with the account holder or a person holding power of attorney for them.

Graham_A's avatar
Graham_A
Very Insightful Person
11 months ago

PhilTUK I will escalate this to the VM Forum Team for you.  Does your friend currently have a VM broadband account to which the email address concerned is attached?

To set expectations the VM Forum Team are likely to need to clear security with the account holder or a person holding power of attorney for them.

  • PhilTUK's avatar
    PhilTUK
    Joining in
    11 months ago

    Thanks Graham, I believe they have cable internet (Cambridge centre) but I'm 50 miles away. If we could get a password change to block the intruder as a start I'm sure my friend will be able to respond appropriately over the phone once he's off the machine and in a better place.

    • Kath_P's avatar
      Kath_P
      Forum Team
      11 months ago

      Hi PhilTUK, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear your friend has had this happen. As much as we would love to help, a password reset to the account is something we can only do with the account holder. If your friend can create his own Forum username, we can help to clear security and secure the account. 

      In the meantime, it's definitely worth reporting this to Action Fraud and you can also find some helpful information relating to a hacked account here. 

      Apologies that we were unable to help you on this occasion. 😔

      • PhilTUK's avatar
        PhilTUK
        Joining in
        11 months ago

        My friend has joined as AshlynABr