Updated: Hotmail users getting locked out

As a follow-up to last week's story on Hotmail users getting locked out, the second account mentioned has been restored.

Last Wednesday, Hotmail account holder Will showed CNET an e-mail verifying that he notified Microsoft on May 2 that his Hotmail password had been changed without his knowledge. Microsoft support staff responded with the following message: "Thank you for your message to MSN and Windows Live Privacy. I understand you are having difficulties accessing your MSN Hotmail account because you believe someone has gained unauthorized access to your account. For assistance with this issue, please contact the MSN Support staff using the (following) form."

Will filled out the form, and several weeks passed. Last Wednesday, he told CNET he had received no further response from Microsoft.

Account hijacking, where someone else steals your password and then changes it to deny you access, is a problem that affects not only Hotmail, but AOL and even eBay.

In a statement to CNET, a Microsoft representative said, "We can't comment on the specifics of a particular investigation. However, we can say that attempts to hijack accounts through a variety of means (for example, phishing scams, keystroke logging, and any number of other known security threats) occur against all online proprieties on an ongoing basis. Microsoft is constantly working to help ensure the security and privacy of its customer accounts."

Once again, the Microsoft representative put the fault for the lockout on the user. "In addition, we continue to recommend that customers always exercise appropriate caution and safeguards to protect their account information online, whether for their Windows Live accounts, banking accounts, or any other accounts they have online. Microsoft provides information on online safety and security, including specific guidance on how to help protect your Windows Live ID account security."

But Microsoft didn't answer our direct question: Why did it take a month, plus intervention from CNET, to restore Will's account?

Perhaps this e-mail statement comes the closest to a possible explanation: "As an FYI, we found the original communication to Will in response to his request, but per his e-mail to you, it seems for whatever reason, he did not receive it. We appreciate you flagging the issue, as we make it a practice to respond to all customer issues in a timely manner."

[Pete Bardo]

Let's see here. MSN sent a reply to the Hotmail account that Will couldn't access? And then they wonder why he didn't receive it?

[RTFM]

Will is a moron. Just go through the reset procedure "I forgot my password". Enter your security answers and bingo!. JEEEEEZE!

[iwein]

Good that you mention this, when I hijack *your* account I will make sure to change mentioned questions...

[estelle95]

obviously your the moron who this has never happened to the hackers change everything duh!!! hence why we cant get back in !!!

[guilhermepfgsantos]

I must say that I really don't understand this - my account got hijacked because of a keylogger a few months ago, and the Windows Live team has had a very fast response to the situation, unlike Google who took a lot more time (even though they were still helpful in the end).

[estelle95]

Could you tell me how you contacted hotmail? I cant find how to contact them to tell em I got hijacked?

[sal-magnone]

ok, there has to be some more important security information that could go in this space...

[lotacus]

to RTFM:
That doesn't always work. If the person has half a brain, they will change the security question, answer and the alternate email address.

However, several years ago, I had a problem where my account was locked and I was trying to use msn messenger, which at the time was windows messenger, all they required at the time was verification of part or all of the contacts along with my own information, and a few days later, it was reset. However, it looks like alot has changed since then.

[JCPayne]

Join GMail........ http://www.gmail.com/

[garythelder]

Microsoft has been giving me nothing but grief since I purchased this $%^&*(^&T^%&*UYHJI computer with Vista home prem. A pile of s___. But due to contract 1 yr. of this. phoning, email,troubleshooting nothing fazes them. MAY BILL GATES ROT IN HELL

[atish505]

HOTMAIL: That Sucker email, people use it today.

I have two Hotmail accounts. I use those addresses for registrations and putting into web forms for registrations etc. (that attract spam).

I use GMail for everything else. I have seen most of my friends, family, business partners and associates drift away to Gmail in last couple of years.

But it is good to have Hotmail, MSN around so spammers can have a whale of a time there, and we do need an email proxy so our Gmail account is free of SPAM.

[freecreditcards]

YOU NEED TO GO TO THIS SITE FOR FREE CREDIT CARDS HTTP://FREESTUFF4U.NET.TC

[kdi2008]

I am having a terrible time with Hotmail and their support. I have already e-mailed a friend of mine that works with ABC in NewYork. I have had this account for 5+ years and now I have been locked out. I have tried to tell them that my ex had my password and is creating this mess. I have never had any issues before now out of all these years. I use this account for my business and now am just asking them for my clients addresses and e-mails. This has been going on for a few days now. I am extremely frustrated and am ofcourse getting very little sleep trying to get this resolved before Monday. Any help would be appreciated. I have worked in the media prior to starting my own business and believe that this is going to be the best way to get their attention,it seems,yet again.