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Email account security compromised

Latte11
Tuning in

Hello - we received malicious email quoting password and advising account had been hacked.   Have changed the password but we’re still unable to gain access.   Phoned Virgin last week and was advised access issue was down to current outage which would be resolved over the weekend - but still unable to access this morning.  Please could some one have a look at asap.   Many thanks

20 REPLIES 20

Daniel_Et
Forum Team
Forum Team

Hi @Latte11 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear about what's happened 😔

When you try signing in, what are you experiencing exactly? Are you getting any error messages?

Please pop back to us at your earliest convenience.

Regards,
Daniel

Thanks for coming back so quickly Daniel.   It’s just the usual ‘user name or password is incorrect’ message’.  If that’s the case (the user name is definitely right!) I just wanted advice on how to re-set it again as its obviously linked to the email account which may or may not still be compromised.   Many thanks

Hi @Latte11, no problem at all 😀

Just to confirm, when you changed the password in the first instance, was that through the "Forgot your password?" link?

Regards,
Daniel

No, was from within the website - had gone in on old password, then changed from page within the site.

Hi @Latte11, thank you for clarifying that.

We'd certainly suggest clicking on the link and following the process. If you're still unable to gain access thereafter, we can look into this for you further. 

Please keep us updated.

Regards,
Daniel

Apologies for delay in coming back - trying this at the moment but the re-set is now not recognising user name and we get pop up asking for date of birth and security question - not sure why this would happen as user name is correct

 

Are you able to clear you cache and cookies from your browser/device and see if the reset works after this. 

Here to help 🙂
Virgin Media Forums Agent
Carley

Carley - thank you for coming back.   We have contacted the helpline and looks like all has now been sorted.   Many thanks

Paulina_Z
Forum Team (Retired)
Forum Team (Retired)

Hi @Latte11,

Thanks for coming back to us about this and I'm glad that you've been able to get in touch with our team and have this issue resolved.

If you need any further help or assistance, please let us know. We're here to help.

Thanks! 😊 

Paulina_Z
Forum Team

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