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Can’t get my email account unblocked

Mrsmac5
First Timer
Message 6 of 6

My Talktalk email account has been blocked due to ‘reported suspicious activity’

have spent hours on line chat to various people 

Advice is to log into webmail but this won’t accept my password

Recovery is the email account that is blocked and other is not one I recognise 

tried to make telephone call but got through to foreign voice Did ask to speak to a British advisor but recorded message directed me back to on line chat again

i am getting nowhere fast and very frustrated 

any helpful advice please ??

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5 REPLIES 5

Message 1 of 6

Hi Mrsmac5 

 

Personal Messages (PM's) are enabled as I've just sent you a PM. If Ady's PM isn't there to respond to I'll ask that it be sent.  Select your avatar image top right of this Community page and then select the envelope icon to see the PM's page.

 

If you've responded, or when you respond to Ady's PM or any PM from an official TalkTalk Support member (name ends in -TalkTalk), then after your details are verified, and normally within 24 hours (normal working weekday), the Password recovery Reset details should be updated.

 

The Reset your password now button in the help article  Changing your email password will take you to password reset and recovery. 

GondolaVolunteer 2017-2021

 Like below to appreciate my help . . . Mark as solved + Accept as Solution

Mrsmac5
First Timer
Message 2 of 6

Can anything be done to help please ?

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Ady-TalkTalk
Support Team
Message 3 of 6

Hi Mrsmac5, PMs aren't available on your profile just yet I've requested that they be enabled.

 

Ady


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.


Ady-TalkTalk
Support Team
Message 4 of 6

Hi Mrsmac5, I can help you get the password reset tool updated with new details for you. I've sent you a personal message to get more information. 

 

Ady


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.


Gondola
Community Star
Message 5 of 6

Hi Mrsmac5 

 

Feels like your mailbox password has been discovered and changed. For security you should treat the situation as though your mailbox has been compromised.

 

You're in the right place to get this issue fixed and to get you back in control.

 

I'll let TalkTalk know that the password recovery options aren't recognised. 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 Mail Support by including in your Community Profile:

  • Your name, current home 'phone number (if available). An alternative (mobile preferred) contact number. Full address with postcode (Location)
  • Scroll down to Private notes to add the email address needing recovery, other notes etc
  • After checking and updating, Save changes

Select here: Update your profile

A TalkTalk Support member will reply to this thread and then Community Personal Message you to confirm your customer account details and or details related to the original registration of the email address.

 

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. And when you do get access via the  TalkTalk Mail sign in check there's no Auto forward or Filter rule diverting your mail messages.

  • Select the Main Settings menu icon      triple line icon top right on the blue header
    (Mobile browser? use the desktop version)
  • Select Settings from the top of the menu
  • Select the inward facing arrowhead by Mail (or Email) in the left side panel
  • Select Filter Rules
    If you see There is no rule defined then you need go no further.
  • To delete a Filter rule including any Auto forward
    select the Dustbin icon    to the right of the rule
    The icon background will turn red   
  • To confirm you really want to delete this Filter rule
    Select the blue Delete button

Let us know if you need more guidance.

GondolaVolunteer 2017-2021

 Like below to appreciate my help . . . Mark as solved + Accept as Solution