on 04-10-2021 11:54
URGENT. My husband's ntlworld email address book seems to have been hacked; friends and contacts are receiving spoof or spam emails with the subject line 'Essential'. A response has been made by at least one contact and they get asked for iTunes scratch cards. It is worrying! What can be done? How has it happened.
Answered! Go to Answer
on 04-10-2021 13:03
To keep things simple I have merged your "How to change the ntlworld mailbox account password" thread into your original thread.
Your reference to the issue with your husband's email suggested that you are talking about the same problem.
Coenoby
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on 04-10-2021 12:38
Hey @snowpicnic,
Welcome to the community and thanks for taking the time to post here on our forums.
I can take a look into this for you but we would need to get you through account security, so that we can take a more in deptht look into this.
Please look out for my private message and we can get started.
Regards,
Steven_L
on 04-10-2021 12:40
All I can see are the dots. I can't see what the password was or how to change it. The account has been hacked and I do need to change the password I believe. (It is my husband's account and I need to help him: he won't know how to do this).
on 04-10-2021 12:57
Sign in to My Virgin Media, go to My Profile and/or Manage Accounts depending on whether the account concerned is your primary account or an additional one. Select the account concerned and then click on Change to the right of password if a primary account or View/Change then change to the right of password for secondary accounts.
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. Please read the FAQs
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on 04-10-2021 13:03
To keep things simple I have merged your "How to change the ntlworld mailbox account password" thread into your original thread.
Your reference to the issue with your husband's email suggested that you are talking about the same problem.
Coenoby
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media.
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks
on 04-10-2021 13:11
@snowpicnic.
Thanks for the kudos.
Did you get back to @Steven_L 's private message as he asked in his reply to your original post? - see message 2 in this thread.
Click on this symbol at the top of the forum page
Coenoby
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media.
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on 04-10-2021 13:18
Hi there, I did get back to Steven and I've given what security info I could. It's gone quiet though.
on 04-10-2021 14:48
@snowpicnic wrote:Hi there, I did get back to Steven and I've given what security info I could. It's gone quiet though.
Thanks for coming back with that update.
Once you have access to the affected account you would be well advised to follow all the advice here to make it as secure as possible, https://www.virginmedia.com/help/virgin-media-mail-my-email-has-been-hacked
Do bear in mind though that there is not a lot you or Virgin Media can do to stop those emails going out if the hackers are spoofing the sending address, in other words, falsifying your husband's address, because the emails will not actually be coming from your husband's VM account.
Coenoby
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media.
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks
on 04-10-2021 16:31
Thanks for that. I will follow the link. I am understanding that the email address book was lifted and then used by the hacker (email they were using was [REMOVED] by the way). So there is no retrospective remedial actions that can be taken. My task now is to try to limit the damage by making sure his account is not so penetrable again. Your help and insight is much appreciated!
Mod edit: Email address removed
on 05-10-2021 11:13
Thanks for coming back to me @snowpicnic, please can you change the email password right away if you haven't already done so, once this is done, please let me know and I will raise this with our email security team to be investigated.
Regards,
Steven_L