Accessing account - cannot access after email received

[CW50]

I recieved an email yesterday at 3.42am saying that I had changed my password-I DIDN'T. I do not know whether this is a scam email or not.

I have tried to access my account. I can not remember my password. I have clicked the forgotten password link, recieved the text with an access code. It then asks me to answer a "security question below" but does not show the question. I have clicked the link to recieve an email to reset this umpteen times but have recieved no email, to my inbox, spam or junk folder. Please advise

[MOD EDIT: Subject title changed for clarity]

[Megan_L · Accepted solution]

Hi CW50, 

Thanks for using the forums to get this issue with your Online Account password looked into, I am sorry if this has been causing some frustration. I would be more than happy to look into this for you.

Can I firstly ask if this is in regards to your Media or Mobile account please?

Also, could you post a screenshot of the email you received so we can take a look please? Make sure you blank out any personal/account information that may be visible. 

Thanks,

Megan_L

[CW50]

Hi,

It is my mobile account I can not access. No reset email is being recieved. The email below is the one I recieved at 3.42 am . I DID NOT RESET MY PASSWORD 

 

[Megan_L]

Thanks CW50, 

Even though the moderators rejected the picture I was still able to view it on my side, thank you for posting it.

If it is a scam email it is very well done, however the email they've sent it from doesn't look like ours, for this reason and to err on the side of caution could you send this to phishing@virginmedia.co.uk so our team can take a look please? 

As for your mobile Online Account, I'm going to send you a PM now so we can take a closer look into what's happening. 

Speak to you soon!

Thanks,

Megan_L

[CW50]

I can not forward the suspicious email as it bounces back as undeliverable.  As your end think it may be spam!

[Megan_L]

Hi CW50, 

It was a pleasure chatting with you in our PMs, I am glad I managed to get this issue sorted for you, and I hope I reassured you that this Email was just a scam. 

Just in case you get any further emails like this in future, take a look at our Phishing Help Page for more information. Unfortunately, it doesn't have tips on how to catch your favourite breed of Bass, but it does have info on how to protect yourself from scammers. 😏

If you need any help in future you know where me and my team are!

Have a lovely day.

Megan_L