Hello I really need some help! My ntlworld email account is being used to send SPAM, I have changed passwords and security questions several times and generally followed the advice that is given, but without any success. This has been going on now for more than 2 weeks and I have no idea what else to do. I am told SPAM is being received with my emaIl address, but using other peoples names from contacts etc. Any suggestions or help would be appreciated.
I had a letter from Virgin at the end of last week saying that it appeared one of our Virgin accounts was being used to send spam and suggested changing passwords and running virus scanner on all devices. The accounts worst affected are actually ntlworld accounts. Passwords changed on all accounts and nothing found scanning any device. It's still happening. Emails are sent to contacts from my address book but with someone else's name at the bottom.
Someone replied to the spam mail saying he thought I'd been hacked. When I hit reply, using Virgin webmail, the message could not be sent because spam content was recognised. So why didn't the Virgin/ntlworld server recognise the spam in the first place before sending out all the mails?
I did a web search and found this from 4 years ago:
"Virgin users are reporting spam email is being sent from their email address to contacts in their webmail inboxes."
"However, the forum posters who had run tests all claimed their antivirus software had found no infection."
"While the details of the intrusion remain unclear, Forth and other posters hit by the spam attack criticised the lack of information coming from Virgin regarding the issue."
Very frustrating and I'm not sure what end users can do. We need Virgin experts to offer a bit more help and insight.
Those affected in past attacks seemed sure that it was their web address book that was being used rather than an Outlook address book. I've backed up my Virgin web address book to an Excel list and deleted all the entries to see if it quietens things down.
However, I've just noticed from a message bounced back as undeliverable that a lot of the addresses it was sent to, and signatures attached to those mails, are not in any of my address books. I don't know them. It looks like other people's address books are being trawled and then mailed out from an unrelated email account.
I had a letter today after receiving one a couple of years ago too. It's regarding my daughters old email address which we deactivated when we received the same letter then.
I am deeply concerned that even though we deactivated this email address years previous it's still seems be sending spam.
I have spoken to customer services and they have confirmed the email address concerned was deactivated and said to ignore spam from this address???? I don't really understand but I just hope virgin get to the bottom of this. Obviously deactivating does nothing.
Emma is a little busy at the moment so rather than waiting I thought I would take a look. I have to begin by apologising, you are correct the mailbox is deleted however it did not happen properly and so part of it remained active on our back end servers. There is nothing you could have done about it, totally our fault so sorry. I have raised a job P008197832 to get it completely deleted, normally takes about 7-10 days, once we hear back we will let you know.