Email hacked , cannot login

[chrisn5942]

Help. 1 of my 6 ntlworld.com emails seems to have been hacked. Password no longer works and unable to reset password via primary account holder. Security info / questions aren’t recognised anymore. Emailed and called virgin, no help given or response received. Trying to reset password and you get directed to webpage saying site is experiencing problems. Been like that for 5 days and can’t access email.

how do I get this resolved please?

[coenoby]

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@chrisn5942 wrote:

Password no longer works and unable to reset password via primary account holder.

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Virgin Media removed the option to reset passwords for secondary  email accounts from the My Virgin Media primary account where you view your VM bill.

Now each secondary email account  (such as your problem ntlworld address) has its own "My Virgin Media" account and secondary account holders can reset their password from there.

So, sign in from this link https://virginmedia.com/my-virgin-media with the problem ntlworld email address and its current password. Once you are in you will see that the screens look basically the same as your main "My Virgin Media" account exceot you cannot view the VM bill.

Click on the Update settings tab then the Account details tab. Scroll down that page and there is an option to edit (reset) the password. While you are there you will see there is an option to set a Password Recovery question. I would suggest you do that becasue in future you will then be able to use the Forgotten Password screen https://www.virginmedia.com/my-virgin-media/forgotten-details/password  to reset your password should you need to.

If you still have problems just post back with an update.

Coenoby

[chrisn5942]

Thanks for info but it doesn’t help.

whoever has hacked in has changed the password for that secondary account so I cannot login.

trying to request a change via forgotten password link then takes you to a page where virgin says “we are doing some work On our site” and this has been the situation for 5 days.

need to know how virgin can help to reset as I am going round in circles as cannot login.

thanks

[Graham_A]

@chrisn5942  In which case you will need to call in to get the password changed as per message 2 in this sticky post:

https://community.virginmedia.com/t5/Email/Password-reset-emails-Roger-Philip-Investigating/m-p/5178...

[Chris_W1]

Hi chrisn5942, thanks for the message and welcome back to the forums. 

I am sorry to hear that there is an issue with the password. 

I will send you a private message to look into this further. 

Kind regards, Chris 

[Chris_W1]

Hi chrisn5942, thanks for messaging us over PM and we are glad to see that this is on the way to becoming resolved. - Chris