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Stolen Email Address

First Timer

I have had my talktalk e-mail address  hacked. I cannot see any emails on my phone since 10/09/2019 when I know I 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 my e-mail address but it is not received. This happens for all my e-mails as they are being diverted to another address which is not mine. Whoever has access has re-set all my additional accounts on amazon, e-bay, paypal, netflix, linkdin etc. They have also fraudulently  spent £2K with my credit card (Which is now cancelled). I only have a talktalk e-mail as I kept it when my talktalk account closed (Although i do pay £5/month to talktalk for the privilege of keeping the e-mail address). As I dont have an account with a landline number I cannot discuss with any support team at Talk Talk at present, what can I do? Can anyone help

Community Star

Hi @Richard Wareham 


It does look like your mailbox has been compromised. Do you have an idea how? If not, please scan all your email devices for viruses and malware that might be capturing passwords.  Do that before investigating any of your linked logins and before changing any passwords.


Was your password unique to the email address?  When you do get access to change the password do make sure the password is ultra-strong and unique.


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 with your alternate email address and mobile number 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.


When you do get access via the TalkTalk Mail sign in 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

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'm going to send you a private message with some question to verify your identify so we can update the recovery details on your mailbox to allow a reset. 



Stephen, Community Manager

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