NTLworld email account hacked and unable to change password

[Statler]

My ntlworld email account has been hacked and I am unable to log in to it on laptop or phone so unable to reset the password.

Emails are going out to contacts not sent by me but how do I fix it if I can't change the password and how compromising is this for items such as my bank accounts and just about anything?

Can anybody help or point me in the right direction to get this fixed urgently?

[Ashleigh_C]

Hi there @Statler 

Thank you so much for your post and welcome to the community forums it's great to have you back here. 

We are so sorry that you have faced this issue with your email and thank you again for posting. Can I ask if this is an email attached to a current and active account with us? 

[Statler]

This is my Virgin Media account that was set up using my ntlworld email and is the only email I have used under that account for years. I have had a number of conversations with VM support who have tried to reset and recover my account with no success. I have just given them an alternative gmail address of mine and they have just managed to reset the password so I can now actually see my inbox but no emails since last Tuesday. They are supposedly working towards fixing the issue but I want to be able to contiune using my ntlworld email address and being able to access via my desktop and mobile, neither of which are working at present.

[Statler]

To clarify - I can only access my VM account/ntl emails by logging in online using my gmail address. The account had auto forwarding set up to an email address using my name but not created by me so it seems all my emails received in the last week have gone to that address. I have switched that auto forward option off now. 

I still cannot get Outlook to work on my desktop and unable to see my emails on my phone.

[Statler]

VM have updated my account so I can access it online using my gmail address which I can access online only.

I can see my emails coming in under my ntl email and I can send and reply to emails.

My remaining problem is how do I get my laptop/desktop working using Outlook and similarly how do I get my phone to pick up my emails.

Do I have to uninstall Outlook and Gmail then effectively start again by using my gmail address when configuring after re-installing?

I have two open tickets raised by VM via WhatsApp chats but they are going nowhere fast. Can anybody help me sort out my laptop and phone?

[Graham_A · Accepted solution]

In order to access the email account in an email client such as Outlook or Gmail app you need to generate an app password, which you can do via the My Virgin Media account for the email address concerned.

You use the third party email username to sign into the My VM account.

In the email clients you continue to use the full Ntlworld email address as the username together with the generated app password.

https://www.virginmedia.com/help/broadband/manage-email-account

[Martin_N]

Thank you for that information. To confirm, have you tried using the password reset via the online account?

^Martin

[Statler]

Excellent - one step further on.

This has worked on my phone as Gmail has been asking for credentials every 20 mins or so since my account was hacked last week so it had my ntlworld email showing with various settings and all I had to do was put in the generated password and bingo my inbox returned showing all my ntl emails.

However, not sure how I apply the same process to my laptop/desktop via Outlook. Any further pointers you can add in relation to my laptop?

[Statler]

From my Outlook inbox I can go to File - Account Settings.

Do I remove my ntl email address then create a new one and add it back in?

Will that then generate the password option that will allow me access?

[Graham_A]

In Outlook account settings for the Ntlworld email address concerned you should just be able to replace the existing password with the app password that you have already generated.