Compromised ntlworld email account - unable to reset password

[FishnetChicken]

My mothers old ntlworld email account has been compromised and they have access to it. I have tried all sorts to get the mailbox password changed but i've been going round in circles for hours.

The email address has always been added to my VM account as an additional user. Changing the password of this user account does not change the mailbox password (just the VM account login).

There's no option to add an app password in the account as VM doesn't seem to recognise it as being a live mailbox - when I try to access webmail, I just get the message than an email address doesn't exist for this account.

We see them sending/receiving emails on the account as it's connected to her laptop via IMAP on Outlook. We're seeing all sorts of not-nice activity and lots of emails from accounts attempted to be accessed with password resets etc.

How can we reset the mailbox password ??

[FishnetChicken]

any advice on this at all? Speaking to customer service on the phone was absolutely useless and the hackers have free reign of her ntlworld mailbox, resetting all sorts of online accounts and gaining access to amazon, fb etc quicker than we can lock them down. This is a nightmare....any help appreciated!

[Robert_P]

Hello FishnetChicken

We're sorry to hear of the email issues experienced by your mother, we understand the concern this can cause,

Have you tried following the steps here, following those steps should help resolve the issue for you.

[FishnetChicken]

Hi Robert,

Yes, I've tried that. The email account isn't being recognised when I try to carry out a password reset, so I'm unable to login or reset the password.

So far the hackers have managed to reset account passwords for many of her online accounts, changed mfa authenication methods and have been trying to make purchases using her card. This would all be easily resolved if I could just change the mailbox password. I've spoken with 3 different VM customer support people now who all say they don't have the ability to change a mailbox password or delete the account - I can't understand why this isn't possible?!

Any other suggestions? This is getting desperate

Thanks,

[Tom_W1]

Hi @FishnetChicken thanks for your reply here.

We do appreciate this is frustrating given what's happening. I'll invite you into PM to see what we can do here for you, so please expect this to arrive shortly and respond directly when you can!
Many thanks