topic Re: Email Account Compromised/Hacked in Email

Email Account Compromised/Hacked

Magpie6 — Mon, 31 Jul 2023 14:25:14 GMT

My talktalk email account has been hacked and the password as well as the secondary email address and mobile number associated with the account have all been changed. I'm struggling to get help from customer service - it's been escalated to a third party technical team and the issue could take days or weeks until it's dealt with. Can anyone give me advice on how to reclaim my account? Is there a simple solution?

Re: Email Account Compromised/Hacked

MajorBash67 — Mon, 31 Jul 2023 15:28:00 GMT

Hi,

Personally I would wait for TalkTalk and the technical team to do their checks etc. They are usually pretty good and quick.

I am sure you will recover your account as its tied to your services and payments.

I note you use a secondary email address. I don't use my TalkTalk email address and leave it dormant, because I switch regularly.

I use Microsoft Outlook webmail online as its free and portable.

If possible change your important stuff you use online with your TalkTalk email to an alternative email address.

Re: Email Account Compromised/Hacked

Gondola — Mon, 31 Jul 2023 15:36:54 GMT

Hi Magpie6

I'll let TalkTalk know that the password recovery options aren't available. A TalkTalk Support member will need to verify you as the registered email user and set up your password recovery alternate email address and mobile number (the Reset details) so you can send a password reset link or code to authenticate a password change.

Prepare for TalkTalk Support - include in the Community Profile (not in these public posts):

Account holder name, TalkTalk home 'phone number (if not Data Only broadband)

Alternative mobile contact number. Full address with postcode (in the Location box)

Scroll down to Private notes to add the email address needing recovery

Check and Save changes

Select here: Update your profile

A TalkTalk Support member will reply to this thread and then Community Private Message you to confirm your customer account details and or details related to the original registration of the email address. Also requested will be the alternate email address and mobile number for password recovery Reset details.

When verified the Reset details will be set up during a working week within 24 hours allowing you to set your own password via the Forgotten your password journey. Make sure the password is ultra-strong and unique to the mailbox. Check via the TalkTalk Mail sign in that you can access the mailbox.

For a compromised mailbox I'd always suggest scanning your email devices for viruses and malware before changing any password.

Use the new password to access via the TalkTalk Mail sign in check there's no Auto forward or Filter rule diverting your mail messages. Hackers set up or modify Filter rules to spy on your emails.

Select the Main Settings menu icon  triple line icon top right on the blue header
(Mobile browser? use the desktop version)
Select Settings from the top of the menu
Select the inward facing arrowhead by Mail (or Email) in the left side panel
Select Filter Rules
If you see There is no rule defined then you need go no further.
To delete a Filter rule including any Auto forward
select the Dustbin icon  to the right of the rule
The icon background will turn red 
To confirm you really want to delete this Filter rule
Select the blue Delete button

Let us know if you need more guidance.

Re: Email Account Compromised/Hacked

Ady-TalkTalk — Tue, 01 Aug 2023 13:19:28 GMT

Hi Magpie6, I've sent you a personal message to obtain more information.

Ady