Hi @mrsofteecat
It's not possible for anyone to create the exact same email address as the system does not allow any email address to be created twice.
If someone has discovered your mailbox password and changed that password to lock you out then to do so would require them to have changed the password recovery reset details which means you cannot change the password. You'll need TalkTalk Community Support help.
So, first use the Reset password now button in the help article Changing your email password as that will take you to password reset and recovery.
If you had set up password recovery options, in advance, that you truly recognise from the *****hints, then you can send your alternate email address a link or your mobile a 6-digit code to authorise a password reset. But if the hacker has left their own email address and deleted your phone number then you are indeed truly locked out.
Let me know and I'll let TalkTalk Support know that the password recovery options aren't available to you because they've been altered. 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 next week 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 cog icon top right on the blue header
- Select All settings
- Select Mail and scroll down to Rules
Select the chevron icon > to see all defined Rules
If there's no rule defined, that's perfect
- To delete a Filter rule including any Auto forward
select the X icon to the right of the rule
The icon background will turn red X
- To confirm you really want to delete this Filter rule
Select the blue Delete button
Let us know if you need more guidance.
