E-Mail Account Compromised?

[Hedgehopper12]

I started receiving password reset messages over the weekend from a number of different websites (mostly site's I'm not signed up to).

I followed Virgin's instructions to beef up the security on my account, only to lose access to it (I cannot log in and the password reset is not working).

At this point I suspect someone is spoofing my e-mail address, but I can't be sure and would obviously like access to my account back.

Can someone help with this, please? 

[coenoby]

@Hedgehopper12 

"Can someone help with this, please?"

The advice depends on whether you have a live VM broadband contract. If this email account is not linked to a live VM broadband contract then you are in real difficulties as to how to proceed.

However I'll assume for the moment that the email account is part of a VM broadband contract.

"I followed Virgin's instructions to beef up the security on my account"

So exactly what have you done?

Were you able to reset / change the password?

If so, you will have had to provide a non VM email address (a Gmail or Outlook account for example). You will now need to enter that non VM email address, rather than your VM email address, as your username when signing into your VM email and My Virgin Media accounts.

Your VM email address will not be changed just the username to sign into the email account.

Post back with a bit more specific information about what steps you have taken and you should then get some advice that is tailored exactly to your problem.

Coenoby

[Hedgehopper12]

I was able to access my account initially, at which point I tried resetting its password.

At that point I was asked to provide a non-VM e-mail address to use to access the account.  I did that, verified the new e-mail address, and then changed the log in password - all using my non-VM e-mail address.

It was at that point I lost access to the account (I'm 99% sure I am using the right password, but even if I am not, the password reset isn't working - it keep's saying "Oops! Something went wrong, try again later").

I'm really expecting someone from Virgin to read this an get in contact as there doesn't seem to be any other way of contacting them.

[coenoby]

@Hedgehopper12 

Thanks for the update.

"I'm really expecting someone from Virgin to read this an get in contact as there doesn't seem to be any other way of contacting them."

This is a community forum so the first responders are normally VM customers like yourself. In the majority of cases we can give advice that enables posters to resolve their issue without involving VM staff. The key thing is that VM staff can only support posters who are the main account holder of the VM broadband account. (That's why I asked the question upfront 😉

Although you have not answered that question directly, from what you say, it seems that there is a live VM broadband account in the picture so that's ok.

The standard way of contacting VM Support  is by dialling 150 from a VM landline or mobile but that can involve a long wait on the phone,

However  one of the Forum Team (VM staff who support this forum) will contact you via this thread, hopefully tomorrow. but it depends on  how busy the forum is.

You will then need to go through the security questions with them to confirm that you are the account holder. That will be done using the forum's Private Message facility.

I hope they can get this sorted for you.

Coenoby

[Hedgehopper12]

Thank you for your replies.

[coenoby]

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@Hedgehopper12 wrote:

Thank you for your replies.

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No problem.

Just to give you a heads up. Based on previous experience in these cases. the first thing the Forum Team are likely to suggest is to try deleting the cache and cookies in your browser and also to try using a different browser.

So it might be a good idea to save time and try that while you are waiting for VM to respond. You can then advise them up front that you have already tried that. Of course you may well have done that already. 😉

Coenoby

[Hedgehopper12]

Yep, tried that already!

[Matthew_ML]

Hey Hedgehopper12, thank you for reaching out and a warm welcome to the community I am so sorry to hear about this.

just to confirm you are locked out of your Virgin Media account?

You cannot login in no matter what? 

[Hedgehopper12]

Hi Matt,

Yes, that is correct, and the password reset is not working either.

[Kath_P]

Hi Hedgehopper12, 

Thanks for coming back and confirming this. This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,