Menu
Reply
Highlighted
  • 40
  • 2
  • 2
On our wavelength
290 Views
Message 1 of 17
Flag for a moderator

Vulnerable person cant access email account

My father has been having problems the last few days trying to send and receive emails it says it’s not authenticated on his phone, so he has tried to gain access via the website etc on his laptop. But he is also having problems when he tries to put in his user name and password it is not recognised. He knows his details but has even tried to do the “forgotten password” and it doesn’t recognise his security question either. We have tried it on different devices and through the app as well as the search engine but no luck. He really needs this access. I am thinking that someone has hacked his emails? 

0 Kudos
Reply
Highlighted
  • 30.42K
  • 1.53K
  • 5.29K
Very Insightful Person
Very Insightful Person
283 Views
Message 2 of 17
Flag for a moderator

Re: Vulnerable person cant access email account

is he still a virgin media broadband customer? If not when did he leave?

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
Highlighted
  • 40
  • 2
  • 2
On our wavelength
281 Views
Message 3 of 17
Flag for a moderator

Re: Vulnerable person cant access email account

Yes, he has been for years. The problem has started just in the last few days.

0 Kudos
Reply
Highlighted
  • 1.58K
  • 206
  • 1.02K
Super solver
280 Views
Message 4 of 17
Flag for a moderator

Re: Vulnerable person cant access email account


@tc12 wrote:

He knows his details but has even tried to do the “forgotten password” and it doesn’t recognise his security question either.


The first thing to try is to go through the "Forgotten your password" option again but this time type the answer in UPPER CASE. For some reason that often seems to work.

Coenoby

*******************************
I am just another Virgin Media customer.
If someone posts a useful reply you can say thanks by clicking on the thumbs up sign in their post.
If someone posts a message that solves your problem it helps everyone if you mark their post as a Helpful Answer
0 Kudos
Reply
Highlighted
  • 40
  • 2
  • 2
On our wavelength
275 Views
Message 5 of 17
Flag for a moderator

Re: Vulnerable person cant access email account

Just tried that..sorry no luck..it’s not recognising it at all.

0 Kudos
Reply
Highlighted
  • 40
  • 2
  • 2
On our wavelength
273 Views
Message 6 of 17
Flag for a moderator

Re: Vulnerable person cant access email account

When I input the email address and the password it does show green ticks at the side and I get the Captcha.. but then says that the username of password is incorrect so won’t proceed.

0 Kudos
Reply
Highlighted
  • 43
  • 2
  • 18
Dialled in
271 Views
Message 7 of 17
Flag for a moderator

Re: Vulnerable person cant access email account

I am he, when I eventually find the instruction to reset my password the link given is to removed, instead of rushing in I did a search instead and got a page full of chinese writing, there is something dreadfully amiss with Virgin, even gmail is wanting authentication, I know for definite I have not opened any spurious sites and all mail servers were fine up to a couple of days ago

 

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

0 Kudos
Reply
Highlighted
  • 14.5K
  • 1.99K
  • 6.35K
Very Insightful Person
Very Insightful Person
269 Views
Message 8 of 17
Flag for a moderator

Re: Vulnerable person cant access email account

The green ticks just indicate that the username and password are in the correct format, not that they match those set for the account concerned.

________________________________
Graham

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
Highlighted
  • 1.58K
  • 206
  • 1.02K
Super solver
249 Views
Message 9 of 17
Flag for a moderator

Re: Vulnerable person cant access email account


@john113 wrote:

I am he, when I eventually find the instruction to reset my password the link given is to buyao3847751@yeay.net,


I don't understand. Which link are you referring to? I have just used that option to successfully change the password on my ntlworld email account and at no time did it give me a link to any other email address.

Here is the link to the relevant sign in page to access the forgotten password option. https://mail2.virginmedia.com/  

Coenoby

*******************************
I am just another Virgin Media customer.
If someone posts a useful reply you can say thanks by clicking on the thumbs up sign in their post.
If someone posts a message that solves your problem it helps everyone if you mark their post as a Helpful Answer
0 Kudos
Reply
Highlighted
  • 14.5K
  • 1.99K
  • 6.35K
Very Insightful Person
Very Insightful Person
246 Views
Message 10 of 17
Flag for a moderator

Re: Vulnerable person cant access email account


@john113 wrote:

I am he, when I eventually find the instruction to reset my password the link given is to ########@yeay.ne,  instead of rushing in I did a search instead and got a page full of chinese writing, there is something dreadfully amiss with Virgin, even gmail is wanting authentication, I know for definite I have not opened any spurious sites and all mail servers were fine up to a couple of days ago


Can you explain where you are seeing this link in the password change screen?  What you should see is in the picture below - are you saying the Username is showing as the strange email address in your post?

password change.PNG

________________________________
Graham

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply