Account hacked

[SianJW1]

My email has been hacked, they've changed my password so I can't log in and they've been changing my passwords on social media and other apps to lock me out. The number given for virgin media support doesn't have any options to talk to someone about my account being hacked. I am very concerned as I have lost access to my emails completely and they have many personal details in there that could be used for identity fraud. Please give me a number I can call to get this sorted out.

[coenoby]

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@SianJW1 wrote:

Please give me a number I can call to get this sorted out.

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If you are still a Virgin Media broadband customer one of the Forum Team (VM employees who support this forum) can help you regain access to your VM account. They cannot do anything about your other online accounts though.

If you can post back asap with confirmation that you have a VM broadband account I will escalate your post to the team.

Coenoby

[SianJW1]

Thank you for coming back to me. I am a virgin media broadband customer

[coenoby]

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@SianJW1 wrote:

 I am a virgin media broadband customer

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That's great, i have escalated your post so one of the Team should be along later today hopefully

In the meantime, if you have not done so already, you could try resetting your VM password via this route.https://www.virginmedia.com/my-virgin-media/forgotten-details/password  Enter your VM email address and follow the prompts.

Coenoby

[SianJW1]

I'm not able to use the forgot password function, when I put in my mothers maiden name it doesn't accept it so I'm not able to do anything

[Megan_L]

Hi SianJW1,

Thanks for using the forums to get access to your hacked Email, I am sorry this has happened. 

Can I ask if you have managed to reset your password and gained access using the link Coenoby gave? 

If not, we can still have a look into how we can help, so please let me know. 

Thanks,

Megan_L

[coenoby]

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@Megan_L wrote:

Can I ask if you have managed to reset your password and gained access using the link Coenoby gave? 

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Hi Megan, apologies for butting in but in fact @SianJW1 has confirmed in the last post that the password reset screen (the link I posted)  is not accepting the security answers so in this case that route to resetting the password has not worked.

Coenoby

[David_Bn]

Thanks for coming back to us @SianJW1, I'd be happy to pick this up for you.

Check out the purple envelope in the top right hand corner for a private message from me.

Kindest regards,

David_Bn