Password Reset details should have been set up for the email address so that an alternate email and or mobile number can receive a password reset. Please do try the Forgotten your Password? option. Don't use if there's only the reset to the account itself as that's just for routine password changes when you can sign in to the mailbox.
But if there's an alternate shown that you recognise from the hints, and have access to, then please reset the password. Don't use if you don't recognise the alternatives as yours.
If 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.
I don't have any visibility of the TalkTalk workflow and they're currently prioritising work so be prepared for a long wait until you float to the top of the queue.
In due course a TalkTalk Community Team member will reply here and then Community Personal Message you to verify you as the mail user; so be prepared to provide on request to an OCE_ only:
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 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.
Advice on using TalkTalk Mail.
Hi, @Gondola many thanks for your reply.
The self-help password change / recovery options aren't effective sadly, because the alternative email is set to the account itself and the mobile number is one i don't recognise.
Please can you alert the TalkTalk Community team?
I will add my details to my Community Profile today.
I'm only too aware that we haven't had regular TalkTalk support for email and webmail for over 2 weeks now but I have asked for some help here for you and help is starting to be available. But I cannot say when the account will be secured and new Reset details set up only that you're in the queue.
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.
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 questions, if you could reply to that we'll get this sorted for you.
Stephen, Community Manager
Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.