1 ACCEPTED SOLUTION
Accepted Solutions
@bertbalsdon wrote:I'm unable to send or receive emails although I can get into my email account. The last email I received was over a month ago. I have sent test messages out but they arrive to the person with a different name but my email address. If they reply to this email I don't receive it. Virgin have said it is my password but I have reset this many times they say all is fine. Please help.
That sounds very worrying because it all suggests that your email account has been hacked. Here is why I think that is the case:
1) You are not receiving emails.
That suggests the hacker has set up filter rules in your VM Webmail account to either delete incoming emails or redirect them to another email account they control.
2) The display name in emails you send out show a different name to yours.
That suggests that the hacker has amended the display name in your webmail account to make emails they send out from your account appear to come from someone-else. That means the hacker is using your email account for their own, probably illegal, purposes.
What do you need to do?
The main thing is that you have been able to reset the password a number of times so hopefully the hacker no longer has access to your email account.
However to recover the account you need to:
1) Check the filter rules in your web account.
To do that, sign into the account from here https://mail2.virginmedia.com/
Then follow the steps 1 to 4 below
Delete any filter rules that you did not set up yourself and check that no Auto Forward has been set or Blacklist set up. (You will see those two options in the menu list on the left.)
That should mean new emails sent to your email address will appear in your inbox.
2) Check and correct the display name in the account
To do that, click on the Email menu item (step 3 in the image above) and then click on Edit as below
That will open up this window.
In "Your name" you should see the name that is currently displaying when you send an email, so just update that to the name you want displayed. That means that emails sent from your account will display your name.
To return to your Inbox just click on "Email" that appears top left in the black header line.
To further protect your account I would suggest that you need to sign into your My Virgin Media Account, that's the one where you can view your VM bills and package details. Then go to "My Profile" and change your security question. That will further hinder the hacker if they try to regain access to your email account
You should also check any online accounts that are linked to your VM email address just to ensure that hacker has not compromised those accounts as well. For example, made purchases on your Amazon account or gained access to your Facebook account. I am just giving those as examples, if you do not have accounts with either of them check any that you do have.
I hope that all makes sense and enables you do get things sorted.
Coenoby
@bertbalsdon wrote:I'm unable to send or receive emails although I can get into my email account. The last email I received was over a month ago. I have sent test messages out but they arrive to the person with a different name but my email address. If they reply to this email I don't receive it. Virgin have said it is my password but I have reset this many times they say all is fine. Please help.
That sounds very worrying because it all suggests that your email account has been hacked. Here is why I think that is the case:
1) You are not receiving emails.
That suggests the hacker has set up filter rules in your VM Webmail account to either delete incoming emails or redirect them to another email account they control.
2) The display name in emails you send out show a different name to yours.
That suggests that the hacker has amended the display name in your webmail account to make emails they send out from your account appear to come from someone-else. That means the hacker is using your email account for their own, probably illegal, purposes.
What do you need to do?
The main thing is that you have been able to reset the password a number of times so hopefully the hacker no longer has access to your email account.
However to recover the account you need to:
1) Check the filter rules in your web account.
To do that, sign into the account from here https://mail2.virginmedia.com/
Then follow the steps 1 to 4 below
Delete any filter rules that you did not set up yourself and check that no Auto Forward has been set or Blacklist set up. (You will see those two options in the menu list on the left.)
That should mean new emails sent to your email address will appear in your inbox.
2) Check and correct the display name in the account
To do that, click on the Email menu item (step 3 in the image above) and then click on Edit as below
That will open up this window.
In "Your name" you should see the name that is currently displaying when you send an email, so just update that to the name you want displayed. That means that emails sent from your account will display your name.
To return to your Inbox just click on "Email" that appears top left in the black header line.
To further protect your account I would suggest that you need to sign into your My Virgin Media Account, that's the one where you can view your VM bills and package details. Then go to "My Profile" and change your security question. That will further hinder the hacker if they try to regain access to your email account
You should also check any online accounts that are linked to your VM email address just to ensure that hacker has not compromised those accounts as well. For example, made purchases on your Amazon account or gained access to your Facebook account. I am just giving those as examples, if you do not have accounts with either of them check any that you do have.
I hope that all makes sense and enables you do get things sorted.
Coenoby
