Ntlworld email account 'hacked

[StevieV]

My wife's ntl world e-mail address has been hacked. She has tried to go on the re-set password section but it would appear that the hackers have already re-set her password. What can she do?

[用心棒]

Did you try resetting it via Forgotten your Password? | Reset Here | Virgin Media?

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[StevieV]

If i put reset the password it asks me for the e-mail address of the account. The e-mail will be sent to my wife's email address which is the address that has been hacked. The hackers will see this not us

[Graham_A]

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@StevieV wrote:

If i put reset the password it asks me for the e-mail address of the account. The e-mail will be sent to my wife's email address which is the address that has been hacked. The hackers will see this not us

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The Virgin Media email forgotten password process does not involve a reset email being sent to the account.  After you enter email address of the ntlworld account concerned it should take you to the next step of asking a series of security questions.  Once these have been cleared it should present a page where you enter the new password that you want to use.

[StevieV]

Thank you Graham. My wife has entered the security questions (date of birth & place of birth) but the system says these are incorrect. Is the only other next option to call Virgin on 150 ?

[Graham_A]

@StevieV  You could try calling in and selecting broadband faults (that is the area of email) but it may be easier to wait until the VM Forum Team staff respond here.  They should be able to help you and will gather some information from you via a Private Message exchange.

[StevieV]

Hi Graham i have managed to get through to Virgin Media via the broadband option and a very helpful lady has managed to reset the email password so it has all been resolved now. Thank you for your input

[John_GS]

Hi StevieV

Thanks for posting and welcome to the community

Glad to hear all sorted with the email 🙂

Keep us posted if you need further assistance.