on 14-11-2022 19:07
Hi,
My virgin media account password has been reset by someone else several times since last Friday. Shortly after it happens, I lose access to my email and have to reset the password to regain access. I have also changed the recovery answer to a long random string which didn't help.
Is there some kind of exploit with the password reset system that allows an attacker to bypass the recovery question? The last two password reset emails even show a different name to the one from my account.
Thanks
[MOD EDIT: Currently under investigation. Multiple threads merged]
on 14-11-2022 20:00
We are getting the exact same thing. Happened twice today, an email from Virgin saying password has been reset addressed to Roger, at which point you disregard it as a spam message, and then your email fails authentication and you can no longer log into Virginmedia.com
on 14-11-2022 20:19
It's certainly looking like a hack.
I have no way to get in to change my password.
on 14-11-2022 20:46
Same thing keeps happening to me.
Is my email account compromised?
Any answer from Virgin media?
on 14-11-2022 21:12
Ah, ok. That is bizarre. So not only changing the password but also the name on the account?
14-11-2022 21:30 - edited 14-11-2022 21:33
It may be possible your email was hacked, and your password was leaked somehow, this would prevent access to the email account as you have described, but you have managed to recover the account.
It is wise to use a strong password using upper- and lower-case letters and numbers, and many digits, I use 20.
At the same time as a password change, also update the security question in the online virgin media account settings.
If someone has been in your email check for any suspicious activity/email as they may have used the email to hack other linked accounts.
It may be wise to switch to another email address if you suspect the email has been hacked, although if you have secured the email that will help.
There is help available for email enquiries if you contact virgin media on the free number 150.
I would also check the router/hub password settings page is working by logging into them and set your browsers not to save passwords.
Hope that helps, but advise you to still contact virgin or a forum member on the community to check the account is secure.
on 14-11-2022 21:53
My Virgin a/c was was hacked 3 days ago. I have reset pwd and changed secure questions etc, but someone keeps changing my pwd. I call "tech support" yesterday and got a flat denial. Changed pwd again. Today, I cant connect to SMTP as my pwd had been changed yet again, but not by me. Called "tech support" yet again, another 30 minutes on the phone. This time the phone jockey admitted that "yes it has been hacked but doesn't know how?" He said he will notify IT Support. How is this even possible? Is this the most insecure security in the world? I use strong pwd with challenge questions. Why the hell doesn't Virgin implement 2 Factor Auth on these accounts?
on 14-11-2022 21:56
yes! Im having the same problem!
I cant even reset my password. I phoned up support and they reset my password and then i changed it again. But 5 minutes ago my password has been changed once again!
on 14-11-2022 21:57
Thanks for the reply, that was my first thought.
What I find odd was 2 emails from VM with another persons name 12hrs apart (6am and 6pm ish). Yet, when I changed my password. It still has the acct in my name (not the person from the emails).. I will contact them tomorrow to see what they say.
cheers
on 14-11-2022 21:58
Same thing happened to me. I got the same email for PHILIP.
I phoned support and they reset it for me. But its just been changed once again.
on 14-11-2022 22:00