Remote log off from e-mail

[johnwn]

I have lost my phone and possibly someone else has access to it.   I have changed my password for VM e-mail.  

On a different (non VM) e-mail account that I have, I access via 1and1-IONOS, the webmail interface is identical (ox), but it has an option to remotely log off other devices from the e-mail account.  That does not appear on the VM webmail.

How can I do this from Virgin Media?  so as to be sure no one else can access my e-mails.

[coenoby]

"On a different (non VM) e-mail account that I have, I access via 1and1-IONOS, the webmail interface is identical (ox), but it has an option to remotely log off other devices from the e-mail account.  That does not appear on the VM webmail."

@johnwn 

The old VM webmail interface did have that option but as you say it seems to have been removed when the new Webmail interface was introduced.

@ModTeam   is there still an option to "Sign out of all instances" of Webmail anywhere? 

I have just tested the current "Sign out" option and that seems to just sign you out of the account on that device. It signed me out of the account on my laptop but did not sign me out of the second instance of my account which I had open on my phone.

 Coenoby

[用心棒]

Whilst waiting for the forum team to respond consider trying the following where two browser sessions are used  to validate webmail sign in status and termination.

• open Incognito / Private mode window (Ctrl + Shift + N or Ctrl + Shift + P)
• Perform the following steps in the browser window specified in the column:
  

  Steps	Normal mode window	Incognito / Private mode window
  1	sign into webmail	sign into webmail
  2	select ⚙ > Security
  3	change Automatic sign out to 5 minutes
  4	wait no less than 5 minutes
  5	confirm webmail automatically signed out	confirm webmail automatically signed out
  6	sign into webmail	quit session
  7	select ⚙ > Security
  8	change Automatic sign out to previous value

NB unlike the previous sign out of other session option there is a chance other session that an other session user may simply cancel the action when prompted.

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[用心棒]

Correction…

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@用心棒 wrote:
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NB unlike the previous sign out of other session option there is a chance other session that an other session user may simply cancel the action when prompted.

NB unlike the missing sign out of other session option when a session times out a prompt  is shown allowing for cancellation.

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[johnwn]

Thank you for the suggestion.  I did change the option to 15mins when I lost the phone.

But your example is about closing another instance of Virgin Webmail.  It does not guarantee that the same would log off another mail client on a mobile - does that client check the same parameter?  Of course if it is logged off, it can;t log on again as I changed the password.

I can't think of any reason why Virgin would disallow "remote log off" of other clients logged in, when the Ionos version of the same software does allow it.

[用心棒]

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@johnwn wrote:

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But your example is about closing another instance of Virgin Webmail.  It does not guarantee that the same would log off another mail client on a mobile - does that client check the same parameter?  Of course if it is logged off, it can;t log on again as I changed the password.
⋮

As far as I can see the new sign out time period does affect  other Webmail sessions as well.

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I can't think of any reason why Virgin would disallow "remote log off" of other clients logged in, when the Ionos version of the same software does allow it.

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Neither can I and hopefully the option will be restored.

[Carley_S]

Hi @johnwn

Welcome to the community. 

Really sorry to hear you've lost your device. I have asked my colleagues for further advise on this to see if there is anything further we can do at our side. Once they come back to me I'll update you with anything we can do to support further. 

[用心棒]

Any update on this issue as miscreants appear to be taking advantage of it, see Email hacked and cannot stop hacker continually ad... - Virgin Media Community - 5123427

[Carley_S]

Hi @johnwn

I have been advised if you can please try sign in via webmail and then on your account to see if an option to sign out of active sessions is available or if you can change your password at all. 

[用心棒]

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@Carley_S wrote:

Hi @johnwn

I have been advised if you can please try sign in via webmail and then on your account to see if an option to sign out of active sessions is available or if you can change your password at all. 

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FYI:

• the option to sign out of other active sessions no longer exists in webmail
• password can be change via My Virgin Media but a change of password does not invalidate active sessions