Hacked e-mail and concerned about security

[Jimmy052]

I had my virgin email account hacked over the weekend leaving me unable to access my e mails using my password and tried to get help from Virgin.

I unfortunately had forgotten my memorable word so due to security they could not help so they posted me a reminder of word.

On using this I got someone to help rectify the problem but he gave me a new password but kept saying I would have to use this password on my hotmail account something I have never used and do not know my user name or even how to access hotmail

he has not rectified the problem and says I will get a call from someone to help in the next 24- 48hours to try to help me

I am worried about my security now and lack of any urgency from Virgin O2 

Anyone else had this and how did they rectify it? 

[MOD EDIT: Subject title changed for clarity]

[goslow · Accepted solution]

VM's latest security changes now require access to some services using a third-party email address to sign in. See if these links help explain any.

https://www.virginmedia.com/help/broadband/manage-email-account

https://www.virginmedia.com/dpb/help/change-my-virgin-media-email-address

If your email address has been accessed by scammers, you should also make sure that your other online accounts and services have not been affected.

This is particularly so if you have re-used that same original email/password combo (that the scammers now know) to access your other online accounts elsewhere in the past.

[John_GS]

Hi @Jimmy052 

Thanks for posting and welcome back to the community. Sorry to hear of the email issue. Normally we would advise this - https://www.virginmedia.com/help/security/why-is-my-virgin-media-email-hacked but from Goslow's replies (thank you) and also checking the system, it appears you've got everything sorted.

Please do let us know if you need further assistance.

Best wishes.