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sgtsixpack
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Message 1 of 13
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Forgot email password and security question

I think I've been hacked.  I got 1 email back using the security question but the other email I've had for 20 years can't be recovered in the same way.  I give the correct answer but its still coming up with an error "Please enter valid security details".

 

Can someone help as I'm stuck without an email I've had for 20 years. 

 

 

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Superuser
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Message 2 of 13
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Re: Forgot email password and security question

Try again but enter the security question answer in uppercase. If that doesn't work we'll go to the next stage.

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Superuser 18/19.
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sgtsixpack
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Message 3 of 13
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Re: Forgot email password and security question

I tried but the website is playing up, I get

"

Oops, something's broken

 

 
We're sorry this isn't the page you wanted.

This part of the site isn't working at the moment, but it'll be up and running again soon.

Other parts of the site might be working as normal, so try using the links below to help you find what you want."

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Superuser
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Message 4 of 13
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Re: Forgot email password and security question

OK - that error message means that there is an issue at VM's servers relating to your account. Your next step is to wait here for the VM Forum Team to respond - about a week. Nothing else you can do unless to want to phone in and report the issue.


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Superuser 18/19.
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I do not work for VM. The advice I give is based on my best understanding of VM policy and practice. You rely on it at your own risk.
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SDC
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Message 5 of 13
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Re: Forgot email password and security question


@HowardML wrote:

OK - that error message means that there is an issue at VM's servers relating to your account. Your next step is to wait here for the VM Forum Team to respond - about a week. Nothing else you can do unless to want to phone in and report the issue.


[rhetorical]

Wouldn't it be better if that error message included a statement to the effect that "There is an issue at VM's servers relating to your account. Your next step is to... "?

[/rhetorical]




-------------------------------------- sig start --------------------------------------
A dog is for life, not just for Christmas.
A VM email account is NOT for life, its maximum span is the duration of its associated VM broadband account + 90 days.
-------------------------------------- sig end --------------------------------------
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sgtsixpack
On our wavelength
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Message 6 of 13
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Re: Forgot email password and security question

I waited a while and tried again.  All capitals didn't do the trick.

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Superuser
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Message 7 of 13
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Re: Forgot email password and security question

Pity - we'll have to leave this one for the VM Forum Team to look at from their end. Response time about a week. Please be patient and they will get to you. Alternatively you can ring in (select broadband faults) and ask the VM phone staff to reset the password for you.

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Superuser 18/19.
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Tick an answer as "helpful" only when the problem is solved
Please don't send me private messages unless I ask you to.
I do not work for VM. The advice I give is based on my best understanding of VM policy and practice. You rely on it at your own risk.
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sgtsixpack
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Message 8 of 13
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Re: Forgot email password and security question

Will staff help me with my email?  Its been several weeks.

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Superuser
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Message 9 of 13
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Re: Forgot email password and security question

This has got lost in the post! I'll draw it to the Team's attention:

@ModTeam

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Superuser 18/19.
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Forum Team (Retired) Jen_A
Forum Team (Retired)
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Message 10 of 13
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Re: Forgot email password and security question

Hi sgtsixpack,

So sorry for not reaching you sooner 😞
I have sent you a PM (purple envelope icon, top right of page) requesting some details so I can investigate. I shall look out for your reply 🙂

 

 


Jen
Forum Team



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