Showing results for 
Search instead for 
Did you mean: 

Has my email been hacked, or closed?

Joining in

I have been in the course of changing to use a new email account, in the knowledge that my parents are closing their Virgin Media account (such that I could expect to lose access at some point in the coming months to my ntlworld account).

Around the same time, I received some spam emails from attempted hackers to my ntlworld account, coinciding with attempts to access other accounts eg social media etc. - it appeared that my account had been compromised. Changing passwords and other recommended security steps gave the impression that the hack was contained and  for a few weeks I was then able to access my account as normal.


However, in the last couple of days I’ve no longer been able to login to my account, and my email address is not recognised if I go down the ‘forgotten password’ route.


I’m worried that my email account may have been hacked, although it may simply be that the account is now closed in accordance with the closure of my parents Virgin Media account (although I note that they are yet to lose their emails). How can I work out what has happened to it?


Very Insightful Person
Very Insightful Person

There should be a 90 day period after the closure of a VM broadband account before associated email addresses get deleted.  Has it been more than 90 days since your parents closed their account?


I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Please read the FAQs
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Thanks Graham. Yes, it’s been longer than 90 days (although my parents are yet to lose access to their emails)

Good Morning @rp0409, thanks for your post on our Community Forums, and a very warm welcome to you!

Sorry to hear about the issues with the E-Mail account, and the uncertainty of it's current status.

Sadly when it comes to E-Mail accounts, we would need to discuss this with the account holder and not a third party.

If the account holder is able to create a Community Forums profile, or call our team on 0345 454 1111 or 150, we would be able to assist with this matter.

Kindest regards,


Thanks David. I’m assuming you mean the holder of the broadband account, so I’ll ask them to be in touch to clarify. Thanks

Hi. I am the account holder. Can you discuss the email accounts with me?

Hi @Kmp1 

Thanks so much for posting and welcome to the community. 

I am sorry to hear of the email issue. Will send you a PM now to assist further.

Best wishes.

Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill