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My blueyonder email has been hacked

ParaHandy890
Joining in

I have tried contacting virgin bit they cannot find the account, despite the fact that I gave them the account number and address details. I no longer have any virgin products apart from my mobile phone. The hacker used the info to get into my twitter, Instagram and Microsoft accounts. 

1 ACCEPTED SOLUTION

Accepted Solutions

goslow
Alessandro Volta

@ParaHandy890 wrote:

I have tried contacting virgin bit they cannot find the account, despite the fact that I gave them the account number and address details. I no longer have any virgin products apart from my mobile phone. The hacker used the info to get into my twitter, Instagram and Microsoft accounts. 


Some suggestions ...

Check your VM email address on the HaveIBeenPwned website and see if your email appears on any leak lists

https://haveibeenpwned.com/

If you have used the same email/password combo across several sites, you need to will need to change each password to one that is new/unique/secure (increased password length, complexity etc.) for each individual site/service.

If you no longer have VM broadband then your VM email address has been on borrowed time before VM delete it (should be done within 90 days after you leave but VM are totally unreliable at doing this and some past email accounts go on for years).

As part of the clear-up from this you should set up all your online accounts/services with one of the free non-ISP email offerings and base all your accounts on that new email address.

One of the VM forum team will reply here within a few days and should be able to get the old VM email account permanently deleted.

See where this Helpful Answer was posted

8 REPLIES 8

goslow
Alessandro Volta

@ParaHandy890 wrote:

I have tried contacting virgin bit they cannot find the account, despite the fact that I gave them the account number and address details. I no longer have any virgin products apart from my mobile phone. The hacker used the info to get into my twitter, Instagram and Microsoft accounts. 


Some suggestions ...

Check your VM email address on the HaveIBeenPwned website and see if your email appears on any leak lists

https://haveibeenpwned.com/

If you have used the same email/password combo across several sites, you need to will need to change each password to one that is new/unique/secure (increased password length, complexity etc.) for each individual site/service.

If you no longer have VM broadband then your VM email address has been on borrowed time before VM delete it (should be done within 90 days after you leave but VM are totally unreliable at doing this and some past email accounts go on for years).

As part of the clear-up from this you should set up all your online accounts/services with one of the free non-ISP email offerings and base all your accounts on that new email address.

One of the VM forum team will reply here within a few days and should be able to get the old VM email account permanently deleted.

Adri_G
Forum Team (Retired)
Forum Team (Retired)

Hey ParaHandy890, thanks for reaching out on our help forum and welcome to our community.

Sorry to hear of the issues you've faced with your blueyonder email account being hacked and losing access to it, we'd love to help.

Can you please advise if you've now resolved this with the advice from goslow above or do you still need help with resetting the password and / or accessing the mailbox?

Let us know where you are and we're eager to best assist should you still need us.

Regards,

Adri
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Hello

No the problem has not been resolved. The hacker got hold of my email address and password (possibly via a recent twitter breach) and seems to be using it to spam other people ( I've been getting a few mailer daemon things bounced back to me). Virgin have been unable to find my account, even with the account number etc. I actually left virgin about 2.5 years ago. I'd be happy if they closed the email account ASAP.

 

Hi @ParaHandy890 

Thanks for coming back to us.

I will PM you now to assist further.

Kind regards.

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

Hi @ParaHandy890 

Thanks for joining me on PM. I have raised this to our IT team to delete the email address. Their timescales are 3-5 working days but hopefully they can get this done sooner.

If there's anything further we can assist with, please do pop back to the Community.

Kind regards,

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

Thank you 

Bruce75
Joining in

Hello, I'm having the same issue I have changed the password to my Virgin account twice now yet the person who is hacking and taking over the accounts I have used my email to sign on with seems to still be able to do so. As yet i have not had a chance to changes email on the one's I have recovered and of course I only have 1 Blueyonder account. Anyhelp / suggestion will be welcome.

regards

Hi @Bruce75 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear about the issue you're experiencing 😔

In order to look into this for you further, we'll send you a private message on here.

Look out for the envelope in the top right-hand corner. If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel