Microsoft account hacked

[EA1979]

My microsoft account has been hacked using my ntlworld.com email address. They have changed my security info. Microsoft say they are unable to help me recover it as my Microsoft account appears to be provided by an Internet Service Provider (ISP). They have advised I contact my ISP to assist with my account recovery.

Can someone please help?

[DJ_Shadow1966]

Hello

As long as you are a Virginmedia Broadband account holder then Virginmedia can help you only recover your email address they would have no way of recovering your Microsoft account doesn't matter what Microsoft says as Virginmedia do not have access to the Microsoft account system. If you can recover or have access to your email address then it will be back to Microsoft to help further.
Regards Mike

[用心棒]

To reset the account's password follow the advice here,  Re: Secondary email password - Virgin Media Community - 5200830 and then My Virgin media email has been hacked | Virgin Media Help. Also check that other online services the email address is linked with have not also been compromised.

Once you have control of your ntlworld.com email address, and provided the miscreant has not changed the recovery email address for your Microsoft account, you should be able to regain control over it.

Having regained control of your email accounts consider:

• enabling multifactor authentication on your Microsoft account
• not using your ntlworld.com as a recover email address; if you must then use a random character password of 20 or more characters

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[EA1979]

I have control of my email but they have changed the recovery address for my microsoft account. 

[用心棒]

All I can suggest then is to try here Help with the Microsoft account recovery form - Microsoft Support

[Anankha]

Unfortunately if the account’s email address has been changed then there’s nothing which can be done. If you know the email address to which it has been changed to then there’s a slim chance of recovery.
I see the same problem many times over on the MS community.

https://support.microsoft.com/account-billing/how-to-recover-a-hacked-or-compromised-microsoft-accou...
https://support.microsoft.com/account-billing/you-can-t-sign-in-to-your-microsoft-account-475c9b5c-8...
If none of the above work then you’ll require the account recovery form:
https://account.live.com/acsr

[用心棒]

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@Anankha wrote:

Unfortunately if the account’s email address has been changed then there’s nothing which can be done. If you know the email address to which it has been changed to then there’s a slim chance of recovery.
⋮

Microsoft seem to have addressed, as best as possible, the issue of account recover where a miscreant has attempted to thwart this.

[Anankha]

Thanks. I’m an Independent Advisor working for Motivate on behalf of Microsoft over on the MS community & the official stance is that if the email account has been changed & the user doesn’t know the address to which it has been changed to then Microsoft cannot help. 
I used to point the customer to those linksI mentioned but I was warned about that & informed that is no longer recommended.

[用心棒]

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@Anankha wrote:

Thanks. I’m an Independent Advisor working for Motivate on behalf of Microsoft over on the MS community & the official stance is that if the email account has been changed & the user doesn’t know the address to which it has been changed to then Microsoft cannot help. 
I used to point the customer to those linksI mentioned but I was warned about that & informed that is no longer recommended.

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Thank you for the insider view; will keep in mind for future.

[Matthew_ML]

Hey EA1979, thank you for reaching out and a warm welcome to the community I am sorry to hear your emails has been hacked. 

We can look at changing the password for you however has mentioned we wouldn't be able to recover it do anything with the microsoft one sorry.

Also as mentioned we wouldn't be able to re- add a secondary email on via microsoft to. Thanks