Ntl email hacked

[Sue41]

My son's ntl email was hacked last week. We've spent hours on the phone to Virgin Media to try to regain control or delete the account. Everything they've tried so far has failed. Now escalated to third level team. They "hope to resolve this in 3-5 days". I don't think this is good enough.

[Matthew_ML · Accepted solution]

Hey Sue41, thank you for reaching out and a warm welcome to the community I am sorry to hear this.

This sounds like an IT ticket was raised, these can take 3-5 working days sometimes a little longer or sooner  there isn't a way we can speed this up either sorry its just how long they can.

This means it has been escalated to IT as they need to look into this, along with that the IT team are also working on other tickets for other customers.

I am sorry to hear this but the team will be working on this, 

[norine]

Hi Sue41,

I would love to know what phone number you used to contact them. I have not been able to find one. My email was also hacked back in January and I have not managed to get it back, Been trying everything.  If only I could talk to someone.

[Ashleigh_C]

Hi there @norine 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you are also effected by this issue, can I ask if this is an email attached to a current and active broadband account with us? 

[Dazza124]

My email has also been hacked and I need help. I'm getting email which appear to come from myself and others in my contact list. Also friends are receiving scam emails supposedly from me. Some emails are threatening and demanding bitcoin payments.

Please help me to resolve this issue.

[Kath_F]

Hi Dazza124, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you've been having some issues regaining access to your email account. Please have a look here. This will give you exact steps on how to secure your Virgin Media account and steps to take to make everything safe again. 

If you need further help after completing these steps, pop back and let us know. 

Many thanks,

[norine]

Hi Ashleogh_c, 

I do not have a current broadband or phone account with you. But I have used virgin media for years. I do have an account number. 

Is there any way I can get back my virgin.net  email account?

[Zach_R]

Hi @norine,

Thanks for getting back to us on this. If an email account isn't linked to an active broadband service with us then it will subsequently be deleted, and that typically happens within 90 days of the broadband service being disconnected but can sometimes take longer. 

So that we can take a closer look, please respond to the private message that I'll be sending to you shortly and we can proceed from there.

Thanks,