Email account compromised

[V-Haigh]

My talk talk email account has been hacked. The attackers have setup 2 forwarding rules to forward all mail to their email address and then delete mails. All contacts, folders and inbox data have been wiped by the attackers.

The password has been changed by myself and all devices have been logged out yet the attackers continue to gain access to switch the rules I disable back on. How can this be?

I'm struggling to get help from customer service as they have basically refused to help and said they can do nothing about this.

Please advise.

[Billx]

There is a free anti-virus app within the computer's operating system itself.

I think he should get that running first.

If it's a mobile phone, it does not need any special anti-virus app.

Bill

[Ady-TalkTalk]

I'm afraid any emails they diverted away are gone for good unless you backed up those emails. As Gliwmaeden2 has said we don't provide a backup service for email. 

Ady

[Gliwmaeden2]

Talktalk doesn't back up your emails, @V-Haigh. It's the responsibility of customers to store important emails carefully and back up for themselves as once they are gone from webmail they are gone for ever.

It's the same with all webmail services.

[V-Haigh]

The password has been reset, the reset details have been amended to ones which I control. All cached logins have been cleared and I am now logging in from an alternate "safe" computer (paid for virus scanner protected).

The problems I am facing now are that even though we have taken these measures, the attacker still appears to have access to the inbox and their device doesn't appear to pop up in "your devices" under the security settings tab. I have no mail history this has all been deleted. Important emails all gone. Emails which I now require for important administration. Emails which I need back. I pay for this email service.

[Ady-TalkTalk]

Hi V-Haigh, ideally any scanners you use would be good quality paid for products that offer support and updates etc. 

Ady

[Eddie4419]

You haven't made any mention of running virus scans on ALL your devices. Please advise as appropriate. I recommend ESET free online virus scanner on a laptop/desktop device.

[Ady-TalkTalk]

Please send me a personal message with the affected email address, alternate email address and mobile number so that we can change the details on the Password Reset Tool and put you back in control of the mailbox. 

Ady

[Ady-TalkTalk]

Hi V-Haigh, before you changed the password. Did you run Anti Virus and Malware scans with a good quality scanner on all internet connected devices? If not you must and then reset the password again. 

Ady