Ntlworld hacked

[EloiseJ]

Desperately need help here - I’ve had an active hacker in my ntlworld account, stealing info and identity, setting up multiple accounts in my name. Been happening for the past 36 hours, I’ve called Virgin several times and they keep promising someone will call me back, but no one does. Can anyone help here? I need this account closed down immediately. 

[EloiseJ]

Desperately need help here - I’ve had an active hacker in my ntlworld account, stealing info and identity, setting up multiple accounts in my name. Been happening for the past 36 hours, I’ve called Virgin several times and they keep promising someone will call me back, but no one does. Can anyone help here? I need this account closed down immediately. 

[Gareth_L]

Hello EloiseJ.

Thanks for your first post and welcome to our community.

Sorry to hear about your account being hacked.

Is the email that has been hacked your primary one set up when you joined us?

If it was we would not be able to close this down.

Can you take a look here please at ways of removing any access that the hacker has.

Gareth_L

[EloiseJ]

Hi, it’s the ntlworld account I had when I first joined. The hacker has accessed Myvirginmedia account and changed it to his email address, so he is also receiving my emails. I can’t change password or close as he now has control. Virgin promised to call me back within 24hrs but that has expired and no call. Police are now involved too - they told me to file crime reference number with Virgin, which I did, but nothing has happened. Hacker is still actively on my account. Am at my wits end here

[EloiseJ]

the point being that I can’t log into my virgin media account as he has changed that log in address to his own

[Matthew_ML]

Hey Eloisej, thank you for reaching out and I am sorry to hear this.

I can see you are in PM with my colleague, please do send another message and they will jump on to help you as soon as they can do. 

[EloiseJ]

Your colleague messaged me an hour ago - I replied but have heard nothing back. My ntlworld account has now been locked - which is good - but I have instructions to go in to my virgin media and change my password. The issue is that the hacker has hacked my virgin media account so I can’t access that! And it simply means that he will change the password and start again. Please advise!

[EloiseJ]

Hello?

[Matthew_ML]

Hey Eloisej, thank you for reaching out and I am sorry to hear this.

I can see you are in PM with my colleague please do send him another message if you need some help. Cheers