Dads ntlworld hacked and locked for spam

[demoulous]

I've tried the online flow, but end up with a "We couldn’t verify your identity - Failed to create user in PingOne" error when trying the Generate new app password function for the email address.

I've tried the helpdesk via 150 and they thought they were reseting the email pass, but seem to have only changed the virgin account pass instead.

So, any Ideas how to get his account unlocked? Thanks!

[joglynne]

If there is a delay in one of our more knowledgeable members seeing this post you could try the VM community forum.

I have found a reply on there about legasy email accounts such as your dad's which you may find of interest. :-
https://community.virginmedia.com/t5...lp/m-p/5270269

Access to VM community email help area:-
https://community.virginmedia.com/t5/Email/bd-p/email