Help. My 91yr old Mother’s VM email and account hacked

[RonniePhosphate]

Help. I discovered yesterday that my mother’s virginmedia email account hadn’t received any emails since about August, and her sent emails were sat in an unsent folder on her iPad.

On trying to log in to both her email account and VM account in a browser on a different device that someone has registered a totally different email address with her Virgin Media account and as such she cannot access email.

She is 91 (and my father who is deaf is 92) and relies on the VM email account for energy supplier readings and medical bookings.

Thankfully they do not do any financial transactions or e-commerce.

She urgently needs her VM email access and VM account resetting.

She is still in receipt of her Broadband & TV package and Direct Debits have continued to be paid.

I have Lasting Power Of Attorney over her, but so far (due to her physical and mental independence and general good health) have not lodged it with VM (or any service provider or financial institution).

Also how would I get that LPA lodged with VM so I can deal with any future issues.

TIA

[Beth_G · Accepted solution]

Hi RonniePhosphate,

Thank you for your post, welcome to the Community Forums.

I'm very sorry to hear that your Mother's email account may have become compromised. 

We changed our security protocols for our customer email accounts a few years ago, so that they needed to attach a non-Virgin Media email address to their Virgin Media email address, which would mean they'd then have to sign into their Virgin Media emails, using the third party one. Is this definitely not something she'd have set up with us?

I'll be able to help get the LPA added to the account for you and then proceed to assist with the email account. I will send you a private message now so I can take the details.

Thanks