Blueyonder email hacked

[FranklyFJ]

Hi Alex

my father has a blueyonder account and it’s been hacked today. He IS a Virgin Media customer.
please can we communicate about this?

[Graham_A]

Whilst waiting for a response from the VM Forum Team staff have a look at this help section:

https://www.virginmedia.com/help/security/why-is-my-virgin-media-email-hacked?_gl=1*1ds3p2i*_gcl_au*....

[FranklyFJ]

Many Thanks Graham

I’m taking iPad to be checked tomorrow in mobile shop as can’t find a free malware software to use. I didn’t find the suggestions terribly helpful as they all appear to require payment or creation of accounts to scan the iPad. I also find it quite astonishing that Virgin don’t have a mechanism online on contact their hacking team to have the account suspended immediately as it’s firing off phishing emails to everyone in my Dads contacts.

We’ve spoken to someone in Manila Customers Services who has ‘filled in a form’ to report our issue to the fraud department. I am told we should expect a call within 24 hours… either way I’d naturally anxious to communicate with someone asap about suspending the a/c.

And also how someone has managed to get into the email ? 

[jpeg1]

A common cause is using the same password to log into other sites. 

[FranklyFJ]

We are Virgin broadband customers. We are locked out of blueyonder email account as the account has been hacked. We have not had a promised callback from the fraud team. Pretty upset. Would appreciate someone getting in touch please. 

[FranklyFJ]

Same issues 

I’m getting nowhere with customer services 

please can someone contact me! 

[Ashleigh_C]

Hi there @FranklyFJ 

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

I am so sorry to hear that your Dad has faced this issue with his email address and thank you so much to our community team for their help so far. 

Can I ask if your Dad has been able to change the password on his Blueyonder account?

[FranklyFJ]

Of course we haven’t been able to change anything as the hacker has changed the passcode!
Any attempts to change any account details  - as any one will know - require access to your email which we’ve been prevented from by the hacker

i called your Virgin team - in Manila -  on Sunday

The first guy said we would DEFINITELY get a call within 24 hrs 

I call the team Monday - again she said she was Manila based - and then she says the response time is 48 hrs ….

its now over well over that response time and STILL no call. It’s disgusting. We cannot get into the account, we need your help 

NADA

the amount of money paid to you and no help… hmmm

[FranklyFJ]

Why have you replied to this customer and not my earlier posts? With exactly the same issue???

[FranklyFJ]

Why have you not replied to my exact same issue that I posted Sunday!!