Email has been hacked/compromised

[CarolineGul]

My email address has been hacked and I cannot login or reset my password as my password has been changed. I do not recognise the phone number on the account as its been changed from the one on my account so I can't reset that way either. This email was used to set up some of my social media and they have all been hacked and I can't regain access. Please help urgently!

[Ady-TalkTalk]

You must run the antivirus and malware scans. They will clear any malicious software on your internet devices that could have led to this. 

Ady

[CarolineGul]

Thanks Ady, I hadn't seen that you had replied. I've just got off the chat to technical support and think its sorted now - just got to wait for 24 hours to try and reset my password. If its not right I'll send you a message. Thanks for your help. This will teach me to be more vigilant with my security settings and changing my password more regularly. You never think it will happen to you!!

[CarolineGul]

Thank you so much for replying. I think its sorted now - just have to wait 24 hours to try and reset my password. This will teach me to be more vigilant with my security.

[Ady-TalkTalk]

Hi CarolineGul, the maibox is suspended and the divert turned off. You'll need to reset the password before the mailbox reactivates. 

The first and most important things to do are run scans with a good anti virus and malware scanner on every internet connected device you have. Once that's done send me a personal message with the affected email address, alternate email address and mobile number to be used for password reset and I'll get that updated for you. 

Ady

[Gliwmaeden2]

Sounds very alarming, @CarolineGul.

Staff are usually on here during the day, Monday to Friday. 

Hopefully they will pick this up tomorrow. 

Make sure that your community profile details are completed for them to identify your account. 

Go via your avatar; settings; drop down....add your Talktalk phone number or account number. SAVE CHANGES. 

If the email address in question is different from your billing email address, put the hacked email address in Private Notes, at the end of the Personal Information area. Again SAVE CHANGES.