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Email address stolen

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6 REPLIES 6
daxon59
Popular Poster

I have several email addresses on my account. One of them I think has been hacked. I cannot see any emails on my phone since 3rd March when I know I have had them. When I try to login I get incorrect password. When I try to update, it says wrong password. When I ask for new password, it says it is going to send it to an email address ending in >>> which is not mine. And the mobile number it says it will send a link to re-set to is not my number.  Without any support team at Talk Talk at present, what can I do?? I am trying to work from home without emails. Can anyone help please? 

Dawn Axon
Gondola
Community Star

Hi @daxon59 

 

As the self-help password change / recovery options aren't effective I'll alert the TalkTalk Community team for you.  They'll need to verify you as the registered email user, secure your mailbox and set up Reset details so you can get the password changed.

 

In the meantime, please update your Community Profile Personal Information (Click here) to include your name, current contact 'phone numbers and address with postcode (location) then scroll down to Private notes and add the email address and Save changes.

 

A TalkTalk Community Team member prefixed with OCE_ will reply to this thread and then Community Personal Message you to verify the registered email user details; so be prepared to provide on request to an OCE_ only:

  • Email address affected
  • Your Full Name
  • Date of Birth
  • Landline 'phone number and Full postal address linked to the email address when first registered
  • Include Reset details - an active alternate email address and (optionally) your mobile contact number for the team to set up Reset details for you so you can reset and choose your own password.

When verified, the password will be changed and Reset details set up 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.

 

If you don't know how the password came to be discovered I'd suggest scanning your email devices for viruses and malware before changing any password.

 

When you do get access check there's no Auto forward or Filter rule diverting your mail messages.

 

Main Settings menu (triple line icon top right header or cog icon on mobile browser)> Settings > Select the arrow by Mail in the side panel> Auto forward - disable > Filter rules - disable. 

Gondola - Volunteer 2017-2021

To appreciate my help . . . If I offered a solution Best Answer


daxon59
Popular Poster

Thank you so much for your help. I will hope to hear something soon.

Dawn

Dawn Axon
daxon59
Popular Poster

I'm just wondering if there is any further news about my blocked account - I am working from home and it really difficult without access to past emails. I would be very grateful if anything can be done. I am also concerned about activity on other accounts due to this one being hacked.

Thank you for your assistance.

Dawn

Dawn Axon
Gondola
Community Star

Hi Dawn

 

I'm also concerned about the wider security implications. 

 

I'm only too aware that we haven't had TalkTalk support for email and webmail for over a week now.

The UK support team that we can normally rely on for support during weekday office hours has been redeployed to help vulnerable and key workers remain connected to broadband and phone services. That team is now working 7 days a week from early morning to late evening.

 

I've escalated for help.  I haven't been told when that help is arriving.

Gondola - Volunteer 2017-2021

To appreciate my help . . . If I offered a solution Best Answer


daxon59
Popular Poster

Thank you so much for your help. I do of course understand everything is a problem at the moment so will hope to hear whenever anyone can look at it. Thanks again and Stay Safe

Dawn

Dawn Axon
StephenF
Community Manager - TT Staff

Hey , 

 

Sorry for the delayed reply, we're doing our best in these unprecedented circumstances due to the Corona virus to answer everyone as quickly as possible. I've sent you a private message to get some extra information from you so we can look at getting this reset for you. 

 

thanks 

 

Stephen, Community Manager


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