Forum Discussion

Mel7311's avatar
Mel7311
Joining in
5 months ago

Unable to change email address for log in

My email account has been hacked.

I have had my email account for over 20 years.  I need to change my password because of the hacking, but when I click to say I want to change my password, it says that I need to change the email address I use to log in so that I can change my password.  I change it using 'edit' in the Sign In Details but when I enter the new email address in box boxes, I get the response, "You've recently requested to change the email address you use to sign in to My Virgin Media. Please check your emails and verify this change before".  I do not receive any emails that I can check!!

Email hacked
  • Mel7311's avatar
    Mel7311
    Joining in
    5 months ago

    My email account has been hacked and I want to change my password.

    But when I try to do this, it says that I need to change the email address I use to log into my account.

    I added a new email address and the verification email arrived, I clicked the link immediately, but it says that the link has expired.  I went back to my account and clicked the button to resend the verification link and I have experienced the same issue.

    Now, if I log in, in the 'My Sign in details' box, it says 

    You’ve requested to change the email address you use to sign in, to xxx@xxx.com. Please check your inbox and spam folders for the email we sent, asking you to confirm this change. Once confirmed, you’ll be able to make further account changes.

    Can't find the email? Tap 'Resend' to send it again.

    I keep doing this and it keeps telling me that the verification link has expired.  In the meantime, the hackers still have access to my email account and there is absolutely nothing I can do about it - please help!

    • Steven_L's avatar
      Steven_L
      Forum Team
      5 months ago

      Hey Mel7311,

      Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your online account at the moment. 

      I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
      Kind Regards,
      Steven_L