Email Hacked

[mrobertson20]

Can anyone give me a direct number or contact for hacked account. 

my elderly father is with Virgin but his account has been hacked and password changed. He was promised yesterday that his account had been recovered but he is still unable to access and hacker is still sending emails. 

Also now he is finding it increasingly harder to contact someone at Virgin that can do anything about it. 

Security assistance is non existent. Making us both think twice about having accounts with Virgin 

[Adduxi]

There are no special direct numbers or email addresses for such things.  You have to use the VM phone number for all queries.  Also as it is not your account, your father will need to speak to the advisors.  

Otherwise wait here a day or two for a VM Mod to pick this up and discuss directly with you and your father via PM.  You will need your father to give you authorisation to speak on his behalf when dealing with this matter.

[goslow]

And while waiting for a VM reply, ask you father if he has used that exact same email/password combo for his email on any other of his accounts/online services.

We have seen regular topics on here where the scammers first take over the email address and then begin accessing/taking over other services when the customer has used the same email/password everywhere.

[Vikki_M]

Hi mrobertson20,

thanks for your post and welcome to our community.

We're very sorry to hear your fathers email account has been hacked. 

Is the email account linked to a current active broadband account with us?

What error message does he see when trying to access the email account please?

Please pop back to us when you can.