Emails and Contact List completely disappeared

[smd45]

Yesterday I was hacked - first time in 30 years!

Talktalk Online chat has enabled me to send and receive emails, but as yet I can't retrieve anything that was stored, eg emails waiting attention, contact list.

Anyone had the same problem?

[Ady-TalkTalk]

Hi smd45, there's nothing I can do to help with this. When mails are gone they're gone we don't keep backups. As we don't have any teams in Germany it sounds like they may have raised a ticket that's been passed to the mail platform provider OX. What was the agent helping with when your contacts and mail went missing?

Ady

[smd45]

Having spent many hours on chat line it was escalated to phone calls with more senior technical person.

Three phone calls later - and matter being referred to team in Germany - I still have NO CONTACT LIST and ALL STORED EMAILS which were there until 30 minutes into an online chat with a human.  Talktalk denying it is anything to do with them despite the fact that it happened during the time their technician (I have his name as I kept print out of the online chat) was trying to sort the account AND that I had used the information just before starting the online chat. 

I am told this valuable information has been LOST FOREVER and it has nothing to do with Talktalk!

I have no idea how many hours it is going to take to re-establish my contact list and I guess it could be months before I realise just what emails have been lost.

[Ady-TalkTalk]

Ok thanks. Not sure what someone on the phone can do to help it sounds like you've covered the bases. As long as all your internet devices are protected by the anti virus you should be sorted now. I've checked and there are no mail diverts in place to send you mail off to a hacker and as your receiving mail that proves that's the case.  

Ady

[smd45]

After hacking discovered I couldn't initially change password.  Returned to machine after a couple of hours and was then able to change.

Next morning noticed I hadn't received emails for 24 hours - not normal.

During time on chatline I noticed that all email boxes and personal folders had disappeared.

Incoming and outgoing new emails appear to be working satisfactorily now.

Awaiting a Senior Technical Expert to make contact.

I use Norton for my security - runs automatically - but have done a manual run through and no problems showed.

[Ady-TalkTalk]

Hismd45, lets just run down what you've done since the hack. Have you reset the email password? Have you run a good quality antivirus and malware scanner on all your internet connected devices? Have your password reset details been changed in the reset tool? 

Ady