hacked/blocked ntlworld account

[woodsmoor]

My ntlworld email address was used by a hacker/scammer 2 days ago to send messages out under my name - phishing for cash. Since then I've had no new emails into my inbox. Could VM have blocked the account, and if so, what do I do?

[Graham_A]

@woodsmoor If a hacker did gain access to your account rather than just spoofing your email address then they have probably set up an auto forward to direct incoming mail away from your account.

You need to log into the VM webmail page and check under Settings> email for any rogue auto forwards or filters.

You also need to change the account password and password recovery questions & answers.

[woodsmoor]

Thanks Graham.  Found and removed auto forward and changed passwords, but there is a contact email address and phone number in my account details that I don't recognise and it won't let me change them.  Still can't get any incoming emails addressed to this ntlworld email account but have been able to send one out using i Cloud server. Should I give up on the email account? Have sent all my contacts a new gmail address to use and that's functioning.

[Graham_A]

Odd that you can change the password but not the other account details.  Were you able to change the password recovery questions?

Are you still a Virgin Media broadband customer?

The VM Forum Team should be able to assist further when they reach this thread tomorrow.

[用心棒]

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@Graham_A wrote:

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You need to log into the VM webmail page and check under Settings> email for any rogue auto forwards or filters.
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@woodsmoor, did you confirm the latter; there are no redirects under ⚙ > E-mail > Filter Rules

[Ilyas_Y]

Hey @woodsmoor thanks for reaching out to us and a warm welcome to the Virgin Media forums.

I'm sorry to hear about the hacked NTL account and the contact details that have been left over.
I will investigate and assist you immediately on this matter.
I will send a private message - watch out for the purple envelope inviting you in.

Kind regards,
Ilyas.

[woodsmoor]

Yes to both questions

[woodsmoor]

Graham, just to clarify. After replying to  your message this morning, I found a filter under email settings on VM email web page that I hadn't noticed redirecting mail to an email address containing my name but with an 'outlook' suffix. Now disabled. Auto Forward disabled yesterday.

Have been back into main VM webpage and under Account Details managed to change my contact email, but it's still not letting me change the phone number. Am keeping ntlworld account offline at present as a precaution.

Anything more I can do?

[Graham_A]

The best thing to do is respond to the private message that @Ilyas_Y of the VM Forum Team staff has sent you.  He will be able to assist you further.

[Ilyas_Y]

Hi there @woodsmoor, thanks for speaking with us today.

I'm glad to hear that the initial problem has been resolved.
As always -feel free to speak to us whenever you need assitance.

Kind regards,
Ilyas.