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Email hacked

mikej1970
First Timer
Private Message TalkTalk
Message 3 of 3

Hi

My email has been hacked/compromised.  The hackers have changed the recovery telephone number and email so I am unable to change the password and recover the account.

 

Can anyone advise the best solution.

 

Thanks

Mike

0 Likes
2 REPLIES 2

Ady-TalkTalk
Support Team
Staff
Private Message
Message 1 of 3

Hi Mike, please send me a Personal Message including our affected email address, alternate address and mobile number for the Password Reset Tool. 

 

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
Philosopher
Private Message TalkTalk
Message 2 of 3

Do you know how your mailbox password got discovered? You'll need to stop that happening.

 

I'll let TalkTalk know that the password recovery options aren't available. 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 Support - include in the Community Profile (not in these public posts):

Account holder name, TalkTalk home 'phone number (if not Data Only broadband)

Alternative mobile contact number. Full address with postcode (in the Location box)

Scroll down to Private notes to add the email address needing recovery

Check and Save changes

Select here: Update your profile

 

A TalkTalk Support member will reply to this thread and then Community Private Message you to confirm your customer account details and or details related to the original registration of the email address. Also requested will be the alternate email address and mobile number for password recovery Reset details.

 

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.

Use the new password to access via the  TalkTalk Mail sign in check there's no Auto forward or Filter rule diverting your mail messages. Hackers set up or modify Filter rules to spy on your emails.

  • Select the Main settings menu cog icon      top right on the blue header
  • Select All settings
  • Select Mail and scroll down to Rules
    Select the chevron icon > to see all defined Rules
    If there's no rule defined, that's perfect
  • To delete a Filter rule including any Auto forward
    select the X icon to the right of the rule
    The icon background will turn red  X
  • To confirm you really want to delete this Filter rule
    Select the blue Delete button

Let us know if you need more guidance.

GondolaCommunity Star 2017-2024

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