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Glenmai23
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email account hacked

My ntlworld email has been hacked . Changing the password does not help .

Can anyone advise me please ?

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Graham_A
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Message 2 of 13
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Re: email account hacked

As well as changing the password and security answers you should follow all the other steps set out here:

https:virgin-media-mail-my-email-has-been-hacked 

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用心棒
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Message 3 of 13
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Re: email account hacked

What is happening that causes you to believe the account is still insecure?

 

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

Click to learn more about VIP

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  Mark as Helpful Answer if I've helped

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Glenmai23
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Message 4 of 13
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Re: email account hacked

Thanks , but there is no "profile " in the menu

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用心棒
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Message 5 of 13
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Re: email account hacked


@Glenmai23 wrote:

Thanks , but there is no "profile " in the menu


Try My Profile or go to https://my.virginmedia.com/my-profile/view

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Glenmai23
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Message 6 of 13
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Re: email account hacked

Sorry I found it , password changed. I have done that before. Email still not working , I can not receive emails. 

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Graham_A
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Message 7 of 13
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Re: email account hacked

You need to do more than just change the password as per my previous post.

Checking in VM webmail for rogue autoforward settings or filter rules is essential.  The help file I linked to now has screenshots to help you do this.

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Graham

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用心棒
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Message 8 of 13
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Re: email account hacked

Unfortunately there are no instructions for checking Filter Rules in the help article What to do if your email's been hacked.

To review Filter Rules:

  • sign into webmail
  • select and the Settings
  • select  ▸ Email and then Filter Rules
  • review each rule to validate its condition(s) and action(s) are not malicious
    NB consider deactivating rules or making a note of their configuration before deletion in case later referenced
用心棒
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Message 9 of 13
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Re: email account hacked

@ModTeam,  the help article What to do if your email's been hacked needs to be amended to: (a) remove the unnecessary step of checking Auto Forward  as this can be achieved when reviewing Filter Rules; (b) included Filter Rules with instructions to review each rule to validate its condition(s) and action(s) are not malicious.

Graham_A
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Message 10 of 13
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Re: email account hacked

@ModTeam 

I endorse the input from @用心棒  re filter rules, but would also like to state that the recent changes to the help article to include screen shots to assist users is a good step in the right direction.

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Graham

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