on 08-10-2018 12:00 PM - last edited on 08-10-2018 12:09 PM by Gondola
I have had exactly the same email to my toucansurf email address. I deleted and reset my password but am now locked out of my account. It wont accept my old password or the new one. I reported this to TalkTalk last week and i dont seem to be getting much help other than we are looking into it. Im getting increasingly worried that they knew an old password of mine and also send it from my own account. Can you access my email server too and reset password ?
on 12-10-2018 02:04 PM
on 10-10-2018 07:17 AM
Hi nealc, Gondola is right. If they've given you the correct address we have to reset it to protect you.
on 09-10-2018 10:24 AM
Hi NB1077, I've raised the fault ticket for you. Toucansurf is one of those that need to be reset by the Email Admins and this means it can take 3-5 working days. If you haven't heard anything by Friday post back and chase for an update.
on 08-10-2018 12:17 PM
The current spate of scam emails spoof the sending email address and invent the fake allegations and may show an old password or one you've used elsewhere. Stay calm, don't worry and above all don't respond in any way.
But if your toucansurf email password had been cracked or obtained from another website hacking and your email account compromised as a result then of course it's vital to get it secured and a new ultra-strong password provided for you.
You'll need to prove you're the legal owner of the email with 5 items of personal data that only you would know. Double check that you've added to your Community Profile, Personal Information (Click here) all of the following in the Private Notes area at the bottom of the page (To which only you and authorised TalkTalk Community Team UK staff have access):
This topic has been escalated to the TalkTalk Community support team to verify the details recorded for the owner of the email address. The email expert will reply here to help with authorising the password change.
Scan all your devices with anti-virus and anti-malware software solutions just to make sure passwords aren't obtained by keyloggers.
If you've used the same password elsewhere then do update those passwords with ultra-strong multi-case letters, numbers and allowed symbols of at least 10 characters (is my minimum recommendation). Advice from CyberAware about passwords. Advice from GetSafeOnline about passwords.
If you discover any fraud then the place to report that is ActionFraudUK.