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Email hacked

Hi, I’m trying to help my father out.

It appears he has been hacked and his old ntlworld email account along with Facebook and Netflix etc has all been affected.

what is frustrating is I can’t seem to help him reset this email as when we go into forgot user name and password, when we enter his Virgin account number and area code it brings up a choice of 2 user names , as we don’t recognise one im assuming the other is the guilty party ! When I select my dads name and try and reset I get the rather unhelpful message saying, sorry we can’t reset your password ask ( dads name ) ?! It makes no sense can anyone help please 

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Re: Email hacked

Hi Helpingdad, 


Welcome to the Community and thank you for posting. 


I am very sorry to to hear this has happened to your Dad, I appreciate this must be frustrating and concerning. 


I am going to need to take a closer look in to this from our side so I am going to pop you over a private message to grab a few more details. This message will be available via the purple envelope on the top right of this page. 


Speak soon, 



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