on 05-04-2023 19:52
Hi. This is for an admin please. My email address. Has been hacked. I can log into virgin mail to reset my password. I actually want to just delete the account. I e already reset my phone. Please email to [MOD EDIT: Personal details]
Answered! Go to Answer
on 07-04-2023 06:36
You should report this to the Information Commissioner's Office. If VM have kept alive an email account past the 90 days post-closure, and you were not using it, then that's processing your data without consent. There's a second GDPR issue, that there's been hundreds of reports of hacked email accounts lately - clearly there's been a systemic failure of security across VM's email system that has enabled these hacks. And despite knowing there's a problem, VM have failed to recognise this as a breach and notify the ICO and affected customers within 72 hours, another GDPR failure.
Three serious breaches of GDPR, and still the company are doing the three wise monkeys routine - what a shameful outfit.
on 06-04-2023 20:33
Hi @pwaterhouse
Welcome back to the community forums
Sorry to hear that your email was hacked. Can you confirm if the email is linked to an active broadband service and used a the primary email for the online account or is this an older email account?
on 06-04-2023 20:40
Hi, I don't have virgin broadband anymore. I was still using it but I have now changed to another email. It is a very old email address.....an ntlworld one if your old enough to remember.
on 07-04-2023 06:36
You should report this to the Information Commissioner's Office. If VM have kept alive an email account past the 90 days post-closure, and you were not using it, then that's processing your data without consent. There's a second GDPR issue, that there's been hundreds of reports of hacked email accounts lately - clearly there's been a systemic failure of security across VM's email system that has enabled these hacks. And despite knowing there's a problem, VM have failed to recognise this as a breach and notify the ICO and affected customers within 72 hours, another GDPR failure.
Three serious breaches of GDPR, and still the company are doing the three wise monkeys routine - what a shameful outfit.
on 07-04-2023 07:07
I don't claim to understand your answer. But agree with virgin media being a company I do not want to deal with. They are painfully slow to deal with any problems that came up.
I no longer have broadband or TV with virgin media but for other reasons
on 11-04-2023 09:01
Hi.
It's a good job it's not urgent isn't it. After all it's just a security breach!
Please tell me what action your taking?
on 12-04-2023 09:11
Hi @pwaterhouse 👋 Thank you for your response and apologies for the delay in getting back to you.
In order to look into this for you further, we will need to send you a private message on here. Look out for the purple envelope in the top right-hand corner.
Regards,
Daniel
on 12-04-2023 19:41
I share your concerns.
It would appear from the number of reported VM / email hacks that there has been a serious breach of VM security, yet there is no sense of urgency around getting this resolved - just bland advice about carrying out a virus scan and changing passwords. I reported my issue yesterday and have been informed that it has been passed to the IT team for investigation, but no more specific advice has been forthcoming.
As a Virgin Media customer affected by this issue, I want to know how hackers got access to my login and password, whether there are ongoing risks, and whether there is any more action I should be taking in the meantime.