Compromised Email Account advice

If you think that your email account has been accessed by someone else, and spam sent to your contacts, here’s what you can do. *

The easiest way to do this is by using an online virus scanner; some examples sites are;

If you are using an Android or iOS device, you can find a variety of virus scanners on the App/ Play Store.

Once you’ve ensured that your devices are free from infection, you should change your My Virgin Media password and security question to block any potential unauthorised access to your Virgin Media email address.

Sign into My Virgin Media via Remember your username may not be the same as your Virgin Media Mail email address.

Change your password to by clicking the My Profile tab and selecting Change Password. Please make sure you don't use the same password on other online sites you login to such as Facebook or Amazon.

Please see How to choose a strong and secure password for tips on choosing a new password. We recommend using the maximum 10 characters for your new password.

Then update your security details by choosing a new Security question and answer. This will prevent anyone resetting your password without your knowledge.

If you use an email program on your device you’ll need to enter your new email password next time you check your Virgin Media email.

It is important to provide an up to date contact email address to enable us to advise you of any significant issues that may affect the use of your Virgin Media services. To update your contact email address simply sign in to your account at and select My Profile.

In addition, it’s important that you check your mail forwarding rules to ensure that your emails aren’t being forwarded without your knowledge.

  • Go to
  • Sign in using your My Virgin Media username and password
  • Click the System menu icon Settings on the right side of the menu bar and then click the Settings menu item.
  • Expand the Email option.
  • Select Auto Forward.

This will display email addresses set to receive forwarded emails from your Virgin Media mailbox. If there is an email address you don’t recognise, and which you didn’t intend to forward your email to, then please select it and delete the forwarding rule.


Where can I find further information and advice?

If you’d like further advice then our forum community will be happy to help. Just visit and join the conversation on our Security Matters board.

You can find general security advice and articles on other vulnerabilities by checking Security Hub at

* These tips are provided as a courtesy and Virgin Media are not responsible for any problems encountered whilst applying these steps and are not able to provide any technical support for such problems.

** These links to external sites are provided as a courtesy and Virgin Media not responsible for the content of these sites or any problems encountered while applying these steps. Virgin Media can’t provide any technical support for such problems.


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