email account hacked unable to change password

[tuptonport]

i have received a email that shows account has been hacked and my password etc. i have been unable to change my password

[Carley_S]

Hi @tuptonport 

Welcome back to the community forums

Sorry to hear that your email has been hacked and you have been unable to change the password. 

Can you advise what error message you receive when going though the password reset process? 

Does your account mention it is locked or unavailable at all or are you just having issues with the site accepting and changing the password itself?

[tuptonport]

validation of server imap4 failed due to invalid credentials

then

The entered credential or authentication information does not work or are no longer accepted by provider. Please change them.

[Graham_A]

@tuptonport  You haven't answered Carley's question regarding what error you get when trying to change the email password.  Instructions for changing tha password are here:

Each email address now has its own My VM account

Secondary accounts changes now have to be made via the My Virgin Media account for the secondary email.

Sign into the account here: https://www.virginmedia.com/my-virgin-media using the email address concerned and the current password. Once logged in click on Account Settings then Account details. You should now see the options to change password etc.

If that isn't available try https://www.virginmedia.com/my-virgin-media/forgotten-details/password

If no security answers have been set for the email address concerned then you will need to call in for support and select technical issues> email

You will also need to generate an app password for use with email clients

VM have recently changed the log in requirements for accessing VM Mail via third party apps.

If you change the password for the account in My Virgin Media > Account settings > Account details you will not be able to use the new password to access the account via an email client. Email client access now requires an app specific password which can be generated in the MyVM > Account Settings > Account details > Mailbox App password management

[tuptonport]

i have now logged into account  directly as suggested but still unable to change password messages as before.

[Carley_S]

Thanks for giving that a go @tuptonport 

Sorry this hasn't helped to resolve the issue. Let's take a look to see what's happening at our side. 

Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down. 

[Carley_S · Accepted solution]

Thank you very much for joining me on private message @tuptonport 

Glad that you have manage to change the password now at your side. 

If you believe the issue to be resolved you can mark the thread as resolved by clicking the helpful answer given and this will show anyone else having issue that an answer was given and direct them to the post, alternatively you can just like or 'kudos' the post if it helped you. 

Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 
 

[tuptonport]

thanks for your help

[Carley_S]

You're welcome @tuptonport 

Hope you have a lovely weekend 🙂