Lost Access to Email account *.virginmedia.com

[WarrenBartram]

I seem to have had my one email address hacked, lost access overnight.

I have tried password reset without any luck

Can't make contact with Virgin Media

Please help, this is urgent

[WarrenBartram]

Error code: API03

[用心棒]

See if the advice here is of help Re: Error Codes DEF-01 API03 - Virgin Media Community - 5070659; if not post back here.

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[WarrenBartram]

Hi there

Same error when tried resetting on another device.

Contact us

You can’t reset your password online right now, as you don’t have additional details set up on your account.

To reset your password, please contact us and one of our team will help you.

[用心棒]

The forum team are best placed to help further and the issue has been flagged to them; be aware it can take them a few hours / days to respond though usually it is the former.

[Kath_F]

Hi WarrenBartram, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

I'm sorry to hear you're having an issue resetting the password on your email address. We can certainly check this out for you but in order to do that I will need to confirm some information with you. 

I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks, 

[Paul_DN]

Hi Warren,

Thank you for joining me in a private chat and for clearing security, glad you were able to get back into the Email account, was this by running a Virus scan on the devices then changing the password to something unique and not used before or did you manage to change the password within your Online Account?

Regards

Paul. 
 

[WarrenBartram]

Hi Paul

The agent helping me had to manually change the password, no reason provided, but all is good as I have the email address back.

I run a paid version of Malwarebytes and Sophos AV on our personal machines so not sure how it was flagged, may have been on the mobile.

Thanks for your follow up, appreciated. Have a great day.

Warren

[Reece_MH]

Hi @WarrenBartram,

Thanks for your update on this, and for clearing up what has happened. I'm really sorry to hear the password was changed with no reason or notice but I am glad you have now regained access.

Please let us know if you need anything else, or have any further issues on one of our team/community will be happy to help out.

Cheers,