Forum Discussion

NathalieMM's avatar
NathalieMM
Tuning in
21 days ago

Resetting Password or recovery email address on secondary account

Hi

My husband's blueyonder email address was compromised about a month ago, we spotted emails being sent from it to his mobile provider asking for a PAC code - presumably so they could take over hos mobile number as well as his email.

His email address is a secondary email account (I'm the main account holder and have the primary email address). We've been going round in circles for a month with VM technical support trying to resolve the issue with no success so far.

We cannot log in using a link sent to another email address as the backup email has been set to something we don't recognise. Tech support don't seem to be able to reset a password or generate a recovery code for a secondary email account so far.

I've searched the community for similar problems and I see similar issues dating back 2 years but nothing recent. Has anyone got any insights on how to resolve this? 

Many thanks - Nathalie

 

8 Replies

  • Kingc5's avatar
    Kingc5
    Tuning in
    21 days ago

    We are going through a carbon copy of what you are experiencing, along with the hacker managing to actually port my wife’s mobile number as O2 failed to cancel the request. We are almost a month too and still going round in circles. Would appreciate if you could update if you get resolved and likewise I’ll do the same!

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      19 days ago

      Hi Kingc5,

      Thanks for your post and welcome to our community. 

      We're sorry to hear that you also have had an email account compromised.

      Would you like us to get that mail box deleted?

      Please pop back to us when you can. 

    • NathalieMM's avatar
      NathalieMM
      Tuning in
      16 days ago

      Hi Kingc5 - in the last couple of days VM tech support have tried generating a recovery code for the affected account only it doesn't seem to work from outside their own firewall. So frustrating. They have gone back to investigate further

  • Vikki_M's avatar
    Vikki_M
    Icon for Forum Team rankForum Team
    19 days ago

    Hi NathalieMM,

    Thanks for your post and welcome to our community.

    We're sorry to hear that the email address was compromised.

    Would you like us to close down that email account?

    Or are you wanting to access this again?

    Please pop back to us when you can. 

    • NathalieMM's avatar
      NathalieMM
      Tuning in
      19 days ago

      Hi Vikki,

      we want access to the email account please, it’s associated with most of my husband’s key accounts with other companies and will be a nightmare to resolve otherwise. I would sincerely appreciate anything you can do to help! 

      • Sabrina_B's avatar
        Sabrina_B
        Icon for Forum Team rankForum Team
        18 days ago

        Thanks for the update on this NathalieMM, so we can take a look into this and action where we can we would need to bring you on 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

  • Kingc5's avatar
    Kingc5
    Tuning in
    15 days ago

    We’ve been told multiple times on the chat they can’t give out recovery codes (seems like they must pick and choose), instead we are on about the 10th round of them trying the same thing. Team manager messages to ask if resolved as we put a complaint in, you go back and say no, then it’s like someone else picks up the message and starts from the start again, you never hear back from the team manager to say right I’ll make sure it does get resolved. They just refer you back to a never ending IT ticket when they fail each time at doing the same thing. Frightening how much of our time and their own time they are wasting. This must be a widespread issue, you’d think they would have a dedicated team that would know what to do. Must be a great job having no accountability or expectation to resolve anything mind you.

    • Robert_P's avatar
      Robert_P
      Icon for Forum Team rankForum Team
      13 days ago

      We understand the frustration Kingc5, we can see you have been in a Private Message thread with one of my colleagues. Although we can see you're updating the form member with your own experience, for updates please contact the agent via PM.