Email hacked. tech changed password but still cant access

[stevenson]

My email was hacked and the hacker sent messages to all in my contact list. i tried to change password but it wouldn't let me. it appears that my address was changed but I don't know what to. Spent hours on phone to virgin but need access and still cant.

[Paul_DN]

Hi stevenson,

Thank you for reaching out to us in our community and welcome, sorry to hear you Email has been hacked, I was able to locate you on our system with the details we have for you, I can see you have spoken to us, were we able to change the password for you and if soo were you then able to log in?

Regards

Paul.

[stevenson]

No - I have tried several times but to no avail.

[Travis_M]

Sorry to hear about this stevenson. What is the exact error message you are getting?

Regards

[stevenson]

Your Virgin Media Mail account is currently unavailable

[Robert_P · Accepted solution]

Can you follow the steps here and reset the password please:

• Sign in to My Virgin Media

• Go to Account settings, then Account details

• Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail

• Then, under Virgin Media Mail app password tap Get password

• Continue the flow and a new secure password will be generated, and the mailbox unlocked

• Update any third-party apps that may be use to access your Virgin Media Mail emails with this new app password.

Thanks

Rob

[stevenson]

Tried but my password was not recognised. I assumed I had forgotten it so chose "forgotten password" but when i tried to select a new password it wouldnt accept  my choice so tried another three times with different passwords with the same result.

[Travis_M]

Hi @stevenson

Thanks for your post and sorry to hear about the issue with your password

I'll drop you a private message now to collect some more information and investigate further, keep an eye on your inbox for a message from myself.

Regards

[stevenson]

Do you mean my virgin email inbox cos i cant access that!

[Graham_A]

@stevenson  No @Travis_M is referring to your VM community account inbox which you access via the email icon at the to of this page.  If you are using a small screen device click on your profile picture and select Messages.