Email Password reset and Data Protection

[deepagan]

Hello All,

After a bad 2 weeks of hours on the phone and miscommunication, we finally managed to reset a password on a ntlworld.com account. I believe this account had its password reset by persons unknown.

First time it was reset to something very silly after 2 hours on the phone, I wasn't happy that the support rep knew this insecure password so I reset it to something secure. This locked out the account.

Many phone calls and 2 wasted days waiting in for a reply it was reset again to another silly insecure password. when I complained the rep said ok tell me what you want it to be. You can probably see where I am going here. So now apparently due to 'security' I cannot reset it for another 'at least 30 days'. I know virgin doesn't give a toss about legacy emails anymore but surely this is a serious data protection issue?

[用心棒]

What is the source and context of the “cannot reset it for another 'at least 30 days'” remark?

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[deepagan]

Hello this was the virgin support team in India. The account is locked out yet again after trying to re add the account in apple mail. My account works fine, it’s just my partners.

[deepagan]

Hopefully someone in here can help. Last time this account was locked out I had someone in here reset it without all this shady security issue. Stupidly I forgot that and went through the shoddy phone support team. 

[deepagan]

Just an update, my partner still has access to locally saved mail on her mac and her outbox were 3  'i hacked your account emails' claiming she has been looking at adult sites and demanding a bitcoin ransom. It also displayed her old password.  So the account was probably part of one of the many data leaks VM have had. Not happy about this. I hope a moderator can chip in here and help.

[Molly_T]

Hi Deepagan 👋 welcome back to the community! 

Sorry to hear about these issues with the email address, and getting this sorted by phone. 

If you have concerns the email address has been hacked in the first instance I would recommend having a look here 👉 My Virgin media email has been hacked | Virgin Media Help and following any of the steps receommended. 

In terms of managing the email account, depending on whether the email address is a primary or secondary email account, it may be that you need to ensure it is set up with a My VM login of its own, so you can manage 3rd party mail app passwords. (You can read a bit more about getting these set up here 👉 https://www.virginmedia.com/help/broadband/manage-email-account ) and you can register for My VM with an email address here 👉 Register My Virgin Media Account | Virgin Media

If the cyber security team have locked the email account due to suspicious activity or safety concerns, you need to complete a full malware scan on every device associated with the account and then reset the password. 

We can check if it has been locked for you, we just need to confirm a few details by PM and then we can offer further support. We can also remotely reset the password if needed! 

I will send you a PM now - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 

[deepagan]

Thanks Molly, I have contacted you. Yes a malware scan and virus scan was done using ClamX Av on her MacBook.  I Only knew about the 3rd party mail app passwords last week and that is now set up.