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.

[PhatDaad]

Hi Gondola. 12:43 still nothing does this mean my accounts not secured yet? Is there a queue that can be viewed or a ticket counter. How do i wave a flag to get attention.

[Gondola]

Just need to hang on for a reply right here on this thread / topic. Ady has been online this morning for 180 minutes and is still online as I write. 

[PhatDaad]

Morning Gondola, do you know how long it can take for contact from Support, or am i missing something. is there another tab i should be on?

[PhatDaad]

Wow, ok early dog walk then 😴

[Gondola]

If Ady is on then that's often a 7am start.

[PhatDaad]

Thanks Gondola, much appreciate the hand holding and info. Is it a 9am start?

[Gondola]

That's good news. TalkTalk Support will be back online in the morning to follow up with you.

[PhatDaad]

I've scanned phone and PC for malware and getting no positive returns.

[PhatDaad]

Thanks Gondola, profile updated.

[Gondola]

Hi PhatDaad 

As you don't have password recovery set up I'll alert TalkTalk Support to secure your mailbox and set up new password recovery for you.

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 Personal Message you to confirm your customer account details and or details related to the original registration of the email address.

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.

• Select the Main Settings menu icon      triple line icon top right on the blue header
  (Mobile browser? use the desktop version)
• Select Settings from the top of the menu
• Select the inward facing arrowhead by Mail (or Email) in the left side panel
• Select Filter Rules
  If you see There is no rule defined then you need go no further.
• To delete a Filter rule including any Auto forward
  select the Dustbin icon    to the right of the rule
  The icon background will turn red   
• To confirm you really want to delete this Filter rule
  Select the blue Delete button

Let us know if you need more guidance.