Email hacked

[AM2023]

Hi, my partner’s email has been hacked. It’s already been used to access our Netflix account & change the email address amongst other things. Could you advise next steps please. Many thanks

[用心棒]

Have you tried resetting the password via this link Forgotten your Password? | Reset Here | Virgin Media? If this fails because security question answer were not set or are no longer being accepted post back here to have issue flagged to the forum team.

When you regain control of your account  follow the advice here: My Virgin media email has been hacked | Virgin Media Help

Is the email account linked to an active Virgin Media broadband account or has it been less than 90 days since it was terminated?

FWIW do consider migrating your email needs over to a new email provider to likely benefit from:

• improved account security, i.e. multifactor authentication
• improved spam filtering
• better support
• no longer having to fear loss of email account when deciding on broadband service provider — Virgin Media email accounts are deleted 90 days after broadband service termination
• ⋮

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[AM2023]

We hadn’t tried resetting the password as we thought it may go through email which the hackers have access to. Does it give the option to answer security questions? Not sure if these are set up as the email address was set up a long time ago. We can try this.

The email address is linked to an active broadband account.

[AM2023]

Unfortunately when we try the options above it asks for the email we use for our Virgin Media account which is my email and not my partners. Is there a way to reset his password if I’m logging in with my email address? Thank you

[coenoby]

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@AM2023 wrote:

Unfortunately when we try the options above it asks for the email we use for our Virgin Media account which is my email and not my partners.

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It's a bit confusing now when it comes to resetting the password on secondary email accounts.

For quite a while each VM secondary email account has had its own "My Virgin Media" account. You can no longer reset secondary email account passwords from the primary "My Virgin Media" account.

So.........you need to sign in to the "My Virgin Media" account for your partner's email address. You can do that from here https://my.virginmedia.com/home/signIn  Enter your partner's email address and then the existing password when prompted.

Once in the "My Virgin Media" account for your partner's email account you can reset (edit) the password by clicking on the Account Settings tab and then the Account details tab.

Scroll down a bit and you'll see the line to Edit password. Just below it you can set the Password recovery question that was formerly know as the security details. By doing that you should be able to use the Forgot your  password route to reset the password in future.

I hope that (kind of ) makes sense.

Coenoby

[AM2023]

Hi, it does make sense but on speaking with Virgin Media earlier, they’ve said there’s no secondary email address on our account, only mine. We’ve tried to sign in using his email address but we’re unable to. Virgin Media have said they’ll pass to the fraud team but in the meantime he’s still having accounts set up with his email. 
He had his own account before we moved in together 8 years ago and when we moved we were told his email was on my account, which it must be or it would have been deleted after 90 days. 
It’s so frustrating, we can’t get an answer from anyone on how we can reclaim his email.

[Tom_W1]

Hi @AM2023 thanks for your post, although we're sorry to hear of your concerns raised.

I'll do my best to look into this for you, please allow me to send you a PM so we can look into this further for you.

Kindly expect the PM from me to arrive shortly and respond directly when you can!
Many thanks

[AM2023]

Just an update on this:

Tom got this sorted for us almost immediately. He found the email address was still linked to my partners old account from years ago and swiftly got it moved. He changed the password for us and so far so good! Not sure why he could see what no-one else could but I’m so grateful and I’d definitely recommend using this forum to resolve any issues.

Thanks Tom, the best customer service!!