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Biometrics after hack

Tuning in

My account was hacked yesterday.  Probably by someone claiming to have forgotten password and being able to easily look up my DOB and mother's maiden name, as I have a unique name in UK so easy to find these on line.  Took me 2 mins!!

I have now changed password and security question and turned off forwarding.  I am worried that the hacker may have set up biometric login on some device and I cannot see a way of stopping them then logging into my account using biometrics.  Any suggestions?


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Very Insightful Person

@Bene57  log into the My Virgin Media account concerned and click on Update Settings> Device authentication> remove any devices that you don't recognise.


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That would be great.  But on going to registered devices it says no registered devices despite my connecting via my phone with my fingerprint!!  So have to assume the hacker is connecting in the same way. Phone technical services but they could not comprehend the issue so have raised a complaint and await contact hopefully from someone who can help.

Hi there @Beme57, welcome to our forum and thanks for your post.

I'm sorry to see you have been having issues with your email being hacked, I can certainly understand this is a worry. I would recommend checking our dedicated support page here to check for further support with this.

If you need anything further after checking this, let us know and we will be happy to assist.



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Thanks for your interest Nathan.

I have gone through that help page and carried out all those things.  They do not answer my concern.  If I log into my primary account, which shows me my bills, then when I choose Update settings Device authentication comes up as an option, when I click on this No devices found is displayed.  When I login to my email account, which was hacked, and click on Update settings Device authentication is not shown as an option.  I use fingerprint authentication to login when using my phone, and suspect the hacker has done the same as a forward all mail was activated after I had changed all the passwords etc.  I would like to be able to check this but clearly cannot find where authenticated devices for the hacked account are listed.  If you can explain how I can see and remove them I would appreciate this, if this is not possible then this is a major security issue.

Hope you can help.

Hi @Bene57,

You can find out more on Device Authentication here 

Thank you



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I have read this.  It does not explain how I can use my phone with fingerprint recognition but it is not listed in device authentication in either my top level account or the email account that I use and which has been hacked.

Good Afternoon @Bene57, thanks for coming back to us and I'm sorry to see we've not been able to confirm an answer on this matter.

Check out the purple envelope in the top right hand corner for a private message from me, and I'd like to take a few details from you.

Kindest regards,


I think only the primary account gives you the option for Device Authentication.

A sub email account will only give you the options for Account details and Wifi hotspots when clicking on update settings.

I would suggest changing the automatic timeout in email security settings to 5 mins as the hacker may still be logged in to a session.

Thanks.  I immediately set the timeout to 5 mins.