Hacked Secondary Account

[daley110]

Hi Guys

I noticed on my Virgin media email today 64 differing emails from Disney, Uber, Amazon DE IT, Facebook etc etc - requesting or providing access codes to log in and change passwords etc. some of the companies I don't even use (Disney for instance) 

I called the team as i could not change the email password on the sub email (not the mail I log into Virgin media) on the website - reading through the posts it appears you can no longer edit or add "sub" emails - but theses are still going through Virgins servers somewhere ( I can see in the settings IMAP and SMTP Virgin) so why can these not be edited?

I'm concerned these hackers will get to a place I have registered and **bleep** my account.

Any ideas?

[coenoby · Accepted solution]

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@daley110 wrote:

Any ideas?

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For quite a while now, each sub (secondary) VM email account has its own My Virgin Media account so you can reset the password for the effected email account by:

1. entering the affected email address and current password in this link https://www.virginmedia.com/my-virgin-media 
2. then go to Account settings, then My Virgin Media Account details
3. then in the "Security and Sign in details" section press Edit to the right of "Password" and follow the instructions

You need to be aware that another change VM has made is that you will then have to provide a non VM email address (such as Gmail, Outlook, Yahoo etc) to become your VM username instead of your VM email address. (You will need a different non VM email address for each VM email account by the way.)

Also, I see you mention IMAP and SMTP settings so you obviously use an email app/client. That means you will be affected by another  change VM have made. You will need to generate a VM Mail App password that you have to use in the settings of your email app/client.

So in future when signing into your VM webmail account on the VM website you need to use your non VM email address as the username along with the "normal" password .

However, in the IMAP/SMTP settings  of your email app you will continue to use your VM email address but with the Mail App password rather the one you use for webmail.

VM say that they made all  these changes to make their email accounts more secure so that should stop the hacker from accessing your VM email account..

You say that you have already contacted VM support so hopefully they explained all that to you, 😉

Coenoby

[daley110]

Thanks for your very lengthy resolution, however it appears I have no further accounts.

[coenoby]

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@daley110 wrote:

Thanks for your very lengthy resolution, however it appears I have no further accounts.

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OK. However, in my post I never said anything about additional / other email accounts:

" you can reset the password for the effected email account by:

1. entering the affected email address and current password in this link https://www.virginmedia.com/my-virgin-media 
2. then go to Account settings, then My Virgin Media Account details
3. then in the "Security and Sign in details" section press Edit to the right of "Password" and follow the instructions"

Have you actually taken those steps to reset the password?

Coenoby

[daley110]

hope the mods are looking

i have had no email on my virginmedia.com account since Monday

[Ashleigh_C]

Hi there @daley110 

Thank you so much for your post and welcome to the community forums, it's great to have you back. 

I am so sorry that you are facing an issue with your email and that the address is not showing on your account. I would be happy to take a closer look into this with you via a private message.

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.

[Christ110]

After jumping through hoops for a week hoping a mod will pick this up?????

[Christ110]

the time it takes anybody to reply has meant more online accounts registered with [removed]@VirginMedia  have been locked.

Awsome

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

[coenoby]

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@Christ110 wrote:

After jumping through hoops for a week hoping a mod will pick this up?????

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Providing that you are a VM broadband customer one of the Forum Team (VM staff who support this forum) should be able to help you.

It would be useful to at least post a hint of what you are looking for them to do:

• delete the email account?
• reset the password?
• or something-else?

By the way, I have asked the Forum Moderators to redact your email address from your other post. Sadly, posting an email address on an open forum such as this pretty much guarantees it will come to the attention of other scammers and spammers.

Coenoby

[daley110]

Thanks

I need a password reset -

I already called VW Saturday 31st after two hours - they implied I need to call Outlook!  - following a lengthy conversation the chap put me through to the "technical team" who deal with emails, i was transferred, whilst i was on hold the message noted i was in the queue for small item recovery and this would be chargeable. I was then cut off. im seeing no emails coming through since Last Monday, and now seeing several accounts linked with this email "locked" 

Help would be appreciated