My partner's Ntlworld.com email account has been hacked and we need help

[Peter121212]

I need help as my partner's Ntlworld email account has been hacked and we cannot change the password. Please help

[Reece_MH]

Hi Peter121212 👋

Thanks for your post, and a warm welcome to the Forums.

I'm sorry to hear you're having trouble accessing your Partner's NTLWorld email. To clarify, how are you attempting to change the password? Have you tried to access your My Virgin Media and reset the password this way?

If you're having trouble doing this, there are some step-by-step instructions, here.

Cheers,

[Peter121212]

Yes we tried via the link but it states incorrect username or password, yet the hacker has told us that password has not been changed and we are still able to access the emails

[Peter121212]

It is an old ntlworld account and we need to reset the password as a hacker has full access to the account and is demanding a payment

[Tom_W1]

Hi @Peter121212 thanks for your reply here, we are sorry about this.

In order to reset an email address password from our side, we do need to speak to the Account Holder for security purposes, we're unable to do this via a third party.

If your partner is able however to create an account on here and message this thread, we can certainly send them a PM and look to get this resolved for you both.

We hope this helps.

Many thanks