Unfortunately as they have changed my password and security question I cannot follow this process. I cannot change my password without the security question answer. I need someone from virgin media to confirm who I am, and give me control of my account back. I have been directed to this help page a few times, but it simply cannot help me, as things stand.
Just so you are aware, This forum is a "community" forum so in most cases the first responders are VM customers such as Sololobo and myself. We can often help people to resolve their issues without any intervention from VM but clearly, that is not possible in your case.
However, don't worry, help is on its way.
The forum is supported by members of the Forum Team (VM employees) who can get issues like yours resolved. Often they can do it themselves but if not they refer it to the appropriate IT team within VM to resolve.
One of Forum Team will pick up your post in the next day or so and contact you via this thread. They will take your details securely via the forum private message (PM) facility. As you have intimated they will need to be able to confirm you are the actual account holder before they can recover your account from the hacker.
I hope that makes sense and that VM can get this sorted for you very soon.
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