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NathalieMM's avatar
NathalieMM
Joining in
5 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

 

5 Replies

  • Vikki_M's avatar
    Vikki_M
    Icon for Forum Team rankForum Team
    3 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
      Joining in
      3 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
        2 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
    4 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
      3 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.