Account got hacked and Microsoft says contact ISP

Hi, I have exactly same scenario, I cannot log in to my account as Virgin, previous ISP provider, closed my account. So, I cannot retrieve emails to that mailbox.

I am stuck in a loop and current ISP provider Vodafone, cannot assist.

Really frustrated with the whole situation and not having a great customer experience as a result

Please help!

JK

Good day!



We haven't heard from you in 72 hours, so we will consider your issue resolved. If you do need further help, please create a new thread to discuss your concerns through this link: Create a new question or start a discussion (microsoft.com), as we will not be monitoring this thread going forward.







Thank you for your understanding.


Respectfully,



Microsoft Community Moderator

Hello OwenXJ,



Thank you for posting in Microsoft Community.

We're sorry to hear that your account got hacked and you're having trouble recovering it. We know how important it is for you to access this account as it keeps all your games and progress for years. Just to set your expectations, your Microsoft account is managed by a fully automated server and we don't have manual access to it. Microsoft takes the security and privacy of our customers very seriously. We are committed to protecting your personal information, and the careful account recovery process is designed to protect you from potential malicious activity. Please allow me to do the best I can to help you recover your account.

It's possible that your Microsoft account is linked to your ISP email address, which is why you were directing to contact your ISP for assistance. Your ISP may be able to help you recover your email account, which in turn will help you recover your Microsoft account. However, to ensure we can assist you, we would like to know who have provide you with this information:

Unfortunately, we are not able to assist you with your request. Your Microsoft account appears to be provided by an Internet Service Provider (ISP). Please contact your ISP to assist you with your account recovery.

Before we suggest contacting your ISP's customer support team and explaining the situation to them. May we know if you can access to your email account, accessing your account should be the first step for you to reset your Microsoft account password and regain access to your account.

Security information such as alternate contact email address or phone number is relevant in recovering the account, without security information you will have slim chance of recovering the account. To ensure that you can recover your hacked account. We can only suggest that you click the link below and read the information on the website. Your hacked or compromised Microsoft account can only be recovered in this manner.

Link: How to recover a hacked or compromised Microsoft account - Microsoft Support

Account recovery is in your hands, we hope you will be able to access it back.



Sincerely,



Microsoft Community Moderator

Aw! That sucks that your account got hacked. Here are some things you should do for your account.

- Contact Microsoft Support and let them know that you got hacked. They should help you with that issue.

- Change your password and email.

- Contact your ISP (Internet Service Provider) and let them know that you got hit offline and ask for a IP change. Only do this, if you have a static IP. If you don't, just unplug your router for a day and it should change.

So the account you are posting on is not your own?. Getting your IP address and knocking you offline is not hacking. Microsoft do not control your internet connection. The 'hacker' has not got your information from Xbox Live.

The person is attacking you from outside of Live. From outside of Microsoft's service. What is Microsoft meant to do. Microsoft can't contact your ISP for you.

Please contact your ISP, they can help you. Complaining to users on the forum cannot.