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MichelleShay26
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Ntlworld email hacked - reset password

 Hi,

My ntlworld email has been hacked, and I can't access my emails anymore.

Please could I get assistance with resetting the password?

Kind regards

Michelle

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coenoby
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Re: Ntlworld email hacked - reset password


@MichelleShay26 wrote:

Please could I get assistance with resetting the password?


Have you tried resetting the password yourself? Go here  https://my.virginmedia.com/forgot-details/password and enter you email address in the Username field. Then follow the prompts.

Once you have regained access to the account you must follow all the steps set out here https://www.virginmedia.com/help/virgin-media-mail-my-email-has-been-hacked to secure your account.

if that does not work, one of the Forum Team (VM employees) who support the forum will be able to take a look for you. They should pick up your post in the next day or so.

If you are an existing VM Broadband customer they will be able to sort it out. Unfortunately,  if your  Ntlworld email account is no longer linked to a live VM Broadband account all they will be able to do is to delete the email account to protect it from being hacked.

Coenoby

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MichelleShay26
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Re: Ntlworld email hacked - reset password

Hi Coenoby,

Thanks so much for responding with advice on what to do.

Based on what you said, I will have to request the Virgin team to close this account as I've tried to reset the password, and still can't access my emails.

Thanks,

Michelle

 

coenoby
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Re: Ntlworld email hacked - reset password

 


@MichelleShay26 wrote:

Thanks so much for responding with advice on what to do.

Based on what you said, I will have to request the Virgin team to close this account as I've tried to reset the password, and still can't access my emails.


Thanks for coming back with that update. Sorry you could not re-enable the account yourself.

Just a tip for you. When the Team confirm that the account has been deleted I would suggest you send a test email to the address. You should get an error message back straight away saying that the message could not be delivered because the address does not exist.

Just occasionally the deletion process does not fully complete but doing that check will allow you to confirm that the deletion process has completed.😉

Coenoby

 

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Megan_L
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Re: Ntlworld email hacked - reset password

Hi MichelleShay26, 

Thanks for using the forums to get this issue with your Email looked into, I am sorry if this has been causing some frustration. I would be more than happy to look into this for you.

I am afraid the only way forward with this issue would be for us to delete the email from our servers due to the hack. I am sorry if this comes with some inconvenience for you.

I will be happy to get this sorted for you now, I'll need to gather some further info from you in a PM before I can go ahead with the deletion, which I will send over now.

Speak to you soon.

Thanks,

Megan_L

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