Email Hacked

[hmead96]

Hello! My email address h******ad@talktalk.net has been hacked. I cannot login or reset my password because I cannot access this email. Please help. This email was used to set up some of my social media platforms and they have all been hacked. This is a matter of urgency.

[pmead66]

Hello, I've not had a reply yet. Please can this be escalated and dealt with asap. Thank you.

[Ady-TalkTalk]

Hi pmead66, I've sent you a personal message to obtain more information.

Ady

[Gliwmaeden2]

@pmead66, whatever was your old Talktalk landline number needs to go into your profile information details. 

Go via your avatar/name; settings. In Personal Information, fill in as required. SAVE CHANGES. 

The forum is not real time support as staff are working their way through the queue for attention. 

You'll get notification emails through which are from a No Reply address, so you need to respond on here.

If staff ask you to reply by Private Message (PM) you do that via the message envelope in the profile area. 

If asked to complete a form by PM, do it that very day as the links in these are time sensitive. 

It will now be after the weekend, as staff are on here daytime Monday to Friday. 

I'll escalate this and ensure that they have enabled PMs for you so that things should go smoothly for you next week. 

[pmead66]

Hi Ady, I am Harry's father. Please message me instructions. I am the account holder. Thank you.

[Ady-TalkTalk]

Your father needs to register on the community and post in order for me to help. If you want to speak to someone on the phone you'd need to call customer services.

Ady

[hmead96]

No, you don't seem to understand. I'm with my father at the moment. We do not have an account with TalkTalk anymore. Please can you just call me or something. This has gone on far too long now and I need it to get sorted. How would you have contacted my father? He has not recieved anything. If you have sent him an email to his talktalk email address, he does not use this anymore. I'm getting tired of asking for help now.

[Ady-TalkTalk]

If your father was account holder we would have run through security checks with him. 

Ady

[hmead96]

Hi, so my father was the account holder. We do not have an account with TalkTalk anymore.

[Ady-TalkTalk]

Hi hmead96,were you the account holder when the email address was created? If you were then please answer the questions in the link if not please ask the account holder to register on the community so that we can verify the security information. 

Ady

[Ady-TalkTalk]

Hi hmead96, apologies for the delay. We recently discovered that the workflow tool we use to process the posts and messages hasn't be pulling the messages into the conversation. 

I'll send another message shortly to give you a chance to provide the necessary information so that we can verify you as owner of the email account. 

Ady

[Gliwmaeden2]

So the PM reply to what Ady sent will have been processed, @hmead96.

Don't otherwise use PMs for staff as they get inundated and won't usually reply unless it's something they are specifically looking out for.

So always post on the thread.

[hmead96]

I responded via the PM envelope image.

[Gliwmaeden2]

Any email notifications are from a No Reply email address, @hmead96, so if you replied there, staff can't receive your response. 

If you responded to a PM it would be via the envelope in the profile area. 

Is that where you responded?

[hmead96]

Yes I replied to the email last week. I’ve replied again today requesting a response. The hacker is continuing to message my friends on my Instagram account. I need some urgent help to get into my talk talk email. 

[Gliwmaeden2]

@hmead96, assuming that you replied to Ady's PM.

He was off this week and not able to do his usual hours. I will escalate it for you again. 

[hmead96]

Hi there,

I’ve still had no response. This is getting ridiculous now. My email has been hacked and I can’t access it. Please can this be re-escalated? I’m desperate and losing hope that I’ll be able to retrieve my email. Thank you.

[Ady-TalkTalk]

Hi hmead96, I've sent you a personal message to obtain more information. 

Ady

[Gliwmaeden2]

I re-escalated your thread last night, but if staff are not on the board today it does just have to wait in the queue for when they are back.

It's not a real time discussion like phone / chat support, @hmead96.

[hmead96]

A follow up or update would be great. Thank you.

[hmead96]

OK, thank you for letting me know.