Virgin Media Community

[ParaHandy890]

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. 

[goslow · Accepted solution]

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@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. 

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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]

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,

[ParaHandy890]

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.

[John_GS]

Hi @ParaHandy890 

Thanks for coming back to us.

I will PM you now to assist further.

Kind regards.

[John_GS]

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,

[ParaHandy890]

Thank you