Email has been hacked

[PhatDaad]

HI email has been hacked and password changed, unable to reset as password reset sends link to email account I can't access. How do i proceed. customer centre currently closed.

[Ady-TalkTalk]

Great stuff. Thanks for posting back to let us know. 

Ady

[Gondola]

Excellent news.

We do appreciate your time in letting us know. Thank you.

[PhatDaad]

Thanks Ady and Gondola for your help and support. Back into emails and resecured account. 

[Ady-TalkTalk]

You're very welcome. 

Ady

[PhatDaad]

Thanks Ady, much appreciated.

[Ady-TalkTalk]

Thanks for the extra information. I've raised the request to have the Password Reset Details updated for you. It will complete within the next 24 hours. To check just click on the Password Reset Tool intermittently. 

Ady

[PhatDaad]

Morning Ady PM reply sent for you 

[PhatDaad]

Hi Ady PM sent with info.

[Ady-TalkTalk]

Thanks for confirming the security information. Please provide an alternate email for password reset in a PM.

Ady

[PhatDaad]

Thanks Ady iIve not been able to get on due to work, i've replied to your PM

[Ady-TalkTalk]

Hi PhatDaad, apologies for the delay in replying. I had to take emergency leave on Friday.  I see the password reset tool hasn't been updated yet. If you need help to get this done please reply to the personal message I've sent you. 

Ady

[Gondola]

OK, thanks for the update. The security team should be able to secure the mailbox with a password reset. And from Monday the mail team can check the reset details if you gave those to the Twitter team.

Realistically you ought to be back in control early next week.

[PhatDaad]

Had a good chat on twitter and have had escalated to fraud and support advised it will be next workinmg day (Monday) and 5 working days to resolve? Can't confirm if account secured.😠😢

[Gondola]

Community support by the TalkTalk UK team is normally office weekdays only. I don't expect to see any TalkTalk staff this weekend.

[PhatDaad]

Thanks Gondola, does support work weekends?

[PhatDaad]

Thanks Gondola, its a very poor show 8+ hours waiting about online with zero acknowledgment from support team. Still no info if account has been secured by support team as per your reply last night. As far as i can tell i'm in exactly the same spot as i was last night ands no further forward with little in the way of being able to influence an outcome. 😠

[Gondola]

As it's gone 4pm on a Friday and there's a 24 lead time for setting up new reset details it'll be into next week to get this issue resolved

More help outside normal hours is via   Facebook or  Twitter from the social media teams. They're part of the same team that support Community if you feel like using them to get the issue registered.

[PhatDaad]

Still no response 🙄

[PhatDaad]

Thanks Gondola, your help is really very much apprciated. its just the frustration of not being able to do anything to move it forward or seeing or knowing of any action that is moving it closer to resolution.

[Gondola]

Hi PhatDaad 

This topic was escalated to Email Message on 13-05-2022 10:04 AM by Gondola.

This topic was escalated to Email Message on 12-05-2022 09:09 PM by Gondola.

As you can see, I pushed this topic into the workflow...but I don't have visibility of workflow progress or what Ady or the other team members are doing unless they post.