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Change Password on Onetel account

Message 9 of 9

Hi TalkTalk,


I have had a onetel email account for ten years and recently became aware the account has been compromised receiving threats, so I need to change my password reasonably quickly. Having read other posts I have entered the information you require in the private info field of my registration for the TalkTalk community. Username keith1x.



obscured for customer security


Message 1 of 9

Sorry it took and age to sort but thanks for hanging in with us. 


Stay safe

Stephen, Community Manager

Message 2 of 9

Hi Keith


Thanks for taking time out to let us know. We always appreciate your feedback.

GondolaVolunteer 2017-2021

 Like below to appreciate my help . . . Best answer is + Accept as Solution


Message 3 of 9


           Finally I am able to access my emails again so thank you for your efforts. Stay safe in these challenging times.



Message 4 of 9

Hey Keith, 


I'm Sorry for the delay in getting a resolution for you, I've now escalated this to our UK complaints team to see if they are able to expedite this request for you quicker than i have myself. 


Stephen, Community Manager

Message 5 of 9

"21 days ago I posted a request to change my password as my Onetel email account had been hacked and I received unpleasant threats. After a week or so a Talk-Talk employee asked for information which I duly provided. A week later my email password was changed so I can no longer access my account. Repeated requests to contact me and update me on the situation have failed. Could someone ( I won't use the operatives name) please contact me.!




Message 6 of 9

Hey Keith


Ive sent you a private message if you could reply to that with answers to the extra info i need and we'll get that sorted for you. 



Stephen, Community Manager

Message 7 of 9

Gondola Thanks for the swift response I had already read one of your posts and provided the info required. Lets hope the administrators react as quickly.......

Community Star
Message 8 of 9

Hi @Keith1x 


Here's how it works.


Please do a quick check that your Community Profile includes in Personal Information (Click here) your name, current landline 'phone number and an alternate number (mobile recommended) and address with postcode (location). Then scroll down to Private notes to add the onetel email address with any relevant other notes and finally save changes.


TalkTalk will need to verify you are the registered onetel mail user and then authorise the securing of the mailbox and a password change. You'll get an initial response from a TalkTalk (TT Staff) team member here.


You'll then receive via Community Personal Messaging (the envelope icon by your avatar top right of this page when signed in to Community), a data verification request prior to authorising the password change.


You'll then get a call on your mobile and a team member will run a security check and give you the new password.


When the onetel mailbox is migrated to the TalkTalk Mail platform and you have a MyAccount as a MailPlus or Broadband customer then you'll be able to manage the password change there or set up Reset Details for when you forget the password and need to reset it.


Hugely grateful, if you've received any phishing or criminal demand via email quoting a onetel password whether correct or not, to report that email to TalkTalk security.


Report a phishing or spam email 


I'd recommend scanning your email devices against virus and malware just to give you confidence that there's nothing capturing passwords.


If the password is current but is not unique to the onetel mailbox then do change other passwords asap. Also review any other online presence where you use the onetel email address. 


If there's a known data breach involving your onetel email address then it may be listed at If on entering your email address the page stays blue then ok. If it goes red, scroll down to see the reports. It may help you to identify any other linked accounts that may be compromised.

GondolaVolunteer 2017-2021

 Like below to appreciate my help . . . Best answer is + Accept as Solution