on 11-11-2021 03:15 PM
I have three legacy email addresses that transferred over from pipex.
One is working fine
One has been compromised in that the inbox has emails spoofed to myself saying I need to pay a ransom and showed me the password I use to access the account. The password is one I can not change. I would like to terminate this account
One has been compromised in that the inbox has emails spoofed to myself saying I need to pay a ransom and showed me the password I use to access the account. The password is one I can not change. This has been fully hacked and somehow the hacker has managed to change the access password on 22/10/21 (I know this as I was picking up the emails through a gmail account). Unfortunately I was still using this email address for a limited number of travel companies. And the hackerhas now compromised one of those accounts, and I am unable to salvage that account as I can not request a password reset due to this email address being compromised.
I did not set up a secondary recovery email account for these addresses, so can not recover the email addresses by myself (I think)
How can I raise an incident to get assitance with these matters?
on 12-11-2021 10:38 AM
on 12-11-2021 09:44 AM
on 11-11-2021 05:42 PM
Yes I received the emails about migration and I have a few saved which do tell me to set up a password recovery - which I must not have done.
I have the alias and master email addresses for each account.
I will set up a password recovery on the two accounts I still have access to if I can. But as I can not access or setup password recovery on the most compromised account I would like you to raise a support call. I will update my profile details as you have described.
Many thanks for your support
on 11-11-2021 04:14 PM
Hi Kevin R
Prior to the migration of pipex mail from the legacy pipex platform to the current TalkTalk Mail platform you'll have received a set of mail messages about the upgrade including at least one giving the master email address and all linked aliases.
I assume you have tried signing in to webmail using an alias to see if the password still works to get you signed in? If you can get signed in then selecting Compose to create a new email and selecting the down arrow on the end of the From line should list all the linked addresses and the one of the form firstname.lastname@example.org or similar, would be the master mailbox address. You should be able to set up password recovery reset details so long as you can sign in to webmail.
If you can't sign in or set up password recovery yourself then I'll let TalkTalk know that the password recovery options aren't available to you. 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:
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.
Let us know if you need more guidance.
on 11-11-2021 03:51 PM
Thank you for your prompt reply.
Unfortunately I can't remember my original master email address, and probably wouldn't have changed the master email password so I'm pretty stuck.
Although I can verify who I am, and luckily one of the email addresses is my name.
on 11-11-2021 03:32 PM
Hi Kevin R
Are those given passwords real or passwords that were previously in use? First see if you can access the master mailbox to set up password recovery to regain control. Bear in mind that the mailbox on the TalkTalk Mail platform is one for the master pipex email address. You can only change the password for a master address not for an alias address that will take the same password.
You can sign in with either an alias or a master address so long as the password hasn't been changed. NB a lot of the blackmail scams haven't actually compromised a mailbox despite what is claimed. Not to say that the real password hasn't been discovered.
Select here: Sign in to TalkTalk Mail
Enter your full master pipex email address and your email password, select Sign in.
Update your reset details is an option on the main settings menu (triple line icon on the top right header or cog icon on a mobile browser).
The Reset your password now button in the help article Changing your email password will take you to password reset and recovery. If you have set up password recovery, reset detail, options, that you recognise from the hints as your current recovery methods, you can send your alternate email address a link or your mobile a 6-digit code to authorise a password reset.
If you still cannot sign in to set up reset details then let me know and we'll ask TalkTalk Support to verify you as the original registered user and set up those reset details.