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Account Hacked?

Joining in

We are having problems accessing my mother in laws account.  The email address we had previously used and that used to receive the monthly bills is no longer recognised.  Instead an ntlworld email address is now associated with the account.  The mother-in-law has no recollection of this email address.  This follows on from her speaking for 2.5 hours on the phone to an email scammer who tried to get her bank details after she had a pop up saying her laptop was infected with a virus.   Is there anyway of getting access to her account again without access to the ntlworld email?


Very Insightful Person
Very Insightful Person

@welshfella wrote:

 This follows on from her speaking for 2.5 hours on the phone to an email scammer who tried to get her bank details

That sounds extremely worrying. However, I am sure that scammer was after much bigger fish than your mother-in-law's Virgin Media account. Do you know if she allowed them to access her laptop or other device? If so you need to make sure that you run a thorough check for the malware that the scammer will inevitably have installed. Who knows what that could be doing.

Regarding the unrecognised Ntlworld address. I am not sure what you mean by "associated with the account".

VM do allow the sign in details to a My Virgin Media Account to be changed from the original VM email address but the new email address has to be a non VM email account so that would not explain where this Ntlworld address has appeared from.

Virgin Media stopped issuing Ntlworld addresses several years ago so I am not sure how one could have been added to the account recently.

The Forum Team (VM employees who support thsi forum) are best placed to check this out. However, because of Data Protection regulations they may well want to deal with your Mother-in-law directly.

In view of the security issues of I have escalated this to them and one of them will contact you via this thread.


I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media.

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Forum Team
Forum Team

Hi there @welshfella welcome to our forum and thanks for your post. 

Sorry to see that you have been having issues with accessing your mother in laws account. This is something I am certainly happy to take a look at for you. So I can do this, I am going to send you a PM to confirm your details.



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