Account locked

[Lorraine18]

I've been locked out of my virgin.net email account (think it has been hacked so Virgin has locked it) and it won't accept a new password (entering dob & security questions) no matter what I try. Tried speaking with Virgin but they keep cutting me off. Please can someone help me? Many thanks 

[用心棒]

The prerequisite for continuing use of a Virgin Media email account is that:

• it is link to an active Virgin Media broadband account

or:

• less than 90 days have passed since broadband service was terminated

Does your virgin.net email account meet that criteria?

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[Molly_T]

Hi Lorraine18 👋 welcome to community! Thank you for posting. 

Sorry to hear about these issues with your email account and trying to get things sorted. There's a really handy article here 👉 My Virgin media email has been hacked | Virgin Media Help including troubleshooting steps on what you can do if you think your email has  been hacked. One of the key steps I would also advise ahead of completing a password reset is doing a full anti-virus scan of any devices linked with the account.

If your account has been locked due to suspicious activity, usually an anti-virus scan, and password reset would fix the issue. 

I will send you a PM to confirm a few account details so we can take a closer look and offer additional support. You will find the PM in the top right corner of the page 📩 in your Inbox. 
We can return to this public thread with another update when possible. Thanks for your patience in the meantime! I appreciate these kinds of email issues can be concerning. 

All the best. 🌞