I am a long term Virgin broadband and email customer.
I have a shopping account with an on-line supplier. It seems someone hacked my email address so I can no longer access it. The change password process works by the shop sending me a One time Password. BUT the OTP's do not reach my mail box, as it seems the hacker has cleverly put a block on the supplier's OTP email address - so I can't receive them.
The supplier tells me that they cannot fix that, but that Virgin should be able to remove the block. I cannot reach anyone in Virgin support to explain and ask.
Can anyone tell me how I can? Or suggest a solution?
I have changed the password on my general email set up and that works OK.
Thanks Graham. I probably didn't explain it too well. I had no difficulty with my email or signing into Virgin or other sites.
The problem was just with one specific account with that on-line shop. The password was just for that account. I use other passwords for general email and VIrgin etc.
The issue seems to be that the hacker has somehow put a block on the OTP emails sent from that shop. I'm hoping Virgin can remove that so that I can renew the password for that account. At the moment he/she can access my account using my email address and the password he has set. I can't.
The miscreant cannot block emails from being received but they can divert those received elsewhere using an autoforward or filter rule; the latter is the more likely given the issue affects particular emails only. Please do follow Graham_A's advice to confirm the cause and remove any malicious filter rules.
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