My Virgin Media email has been hacked

If you’re concerned your account has been accessed by someone else, or you’ve noticed spam being sent from your Virgin Media email address, follow our practical advice.

• Use Virgin Media Internet Security.
• Run a free online virus scan by F-Secure or ESET.
• Or get a virus scanner from the App Store or Google Play.

Didn’t find a virus? Someone probably used your username and password to get into your account.

If you got our ‘Compromised mail’ alert, they may be using your address to send junk or spam emails, but don’t worry – they’re temporarily blocked from using your account, unable to change a thing.

1. Sign in to My Virgin Media
   a. Go to Account settings, then Account details
   b. Tap Edit next to Password under My Virgin Media sign in details
   c. We then may ask you to verify your identity – if we do just follow the steps
   
2. Create a strong, new password
3. Reset your security question and answer. If we’ve not done it earlier in the journey, we might ask you to verify your identity – just follow the steps.
4. If you need to update your contact email address, make sure you update it in My Profile. That way we can keep in touch if we need to email you.

If you have Virgin Media Mail and use any third-party mailbox apps (like Outlook or Gmail) to access those emails, you need to update the password you use to sign in to those, too.

1. Sign in to My Virgin Media
   a. Go to Account settings, then Account details
   b. Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail
   c. Then, under Virgin Media Mail app password tap Get password
   d. Before you continue, we might ask you to verify your identity – just follow the steps
   
2. Continue the flow and a new secure password will be generated for you
3. Update any third-party apps that you use to access your Virgin Media Mail emails with this new app password

Please note that as this password is separate from your sign in details for My Virgin Media (or any Virgin Media apps) this won’t affect your My Virgin Media password. So, if you check your Virgin Media Mail emails through My Virgin Media or at mail.virginmedia.com, you'll still only need your My Virgin Media password.

1. Go to mail.virginmedia.com and sign in using your My Virgin Media account details.
2. Select the Settings cog in the top right-hand corner
3. Select Email
4. Select Auto forward
5. Check the email addresses – delete the forwarding rule for any you don’t recognise, so they stop getting your messages unintentionally.

• Join our online community and start a conversation on the Security Matters forum.
• Explore our Security Hub for more articles on the topic.

Just so you know, we can’t offer technical support – or be responsible for what you’re told on or forums, or for any problems you may have while following our advice. F-Secure and ESET are responsible for their websites, technical support and any issues you have while applying these steps (not us).