Thanks Paul for being the most helpful person in a frustrating process. The phoneline told me yesterday morning it was a "server issue". An email sent to my locked account just AFTER it was locked on Thursday told me that there was a security issue since December, a forward was applied to the account, and that I should review all my data to see if there was action I needed to take. No-one has told me this despite my texting the support number, ringing the helpline and raising on Twitter. Basically if I didn't have dual authentication enabled on everything relating to finance I'd have been cleaned out by now. This must apply to hundreds of other customers (at least) given how many are experiencing issues. Has Virgin Media reported to the Information Commissioner re breach?