Hacked email account?

[Shelduck]

My email appears to have been hacked. When I try to change my password by asking Talktalk to email me a link, the email does not arrive. I’m assuming that it is being intercepted. What can I do next, please? 

[nomfezeko-TT]

Thank you @nameunknown_ , this is a very helpful information. You help is appreciated. 

[nameunknown_]

@Shelduck 

If you are using this link:

https://apps.talktalk.co.uk/myaccount/?app=webmail&login=https://apps.talktalk.co.uk/appsuite#/forgo...

to reset your password, then the password reset link is sent to whatever alternative email address and mobile number you have set up on the email account for the purpose of receiving a password reset link.

In your post, you are suggesting that the email with the password reset link may have been intercepted. If that were the case, then in addition to the possibility of your TalkTalk being compromised, a second email account of yours would also have been compromised.

Whilst it is possible that more than one of your email accounts has been compromised, I wonder whether you are checking the right account for the password reset link. Do you know what alternative email address you set in the email account?

Presumably you still have access to the email account you believe may have been compromised, using the email address and current password. If so, there may be an alternative means by which you can change the password.

If your email account has admin rights for the Mailbox Manager, https://apps.talktalk.co.uk/myaccount/#/login, then you can log in there with your email account address and password. Once logged in, select 'Mailbox Manager' on the left, click on the arrow to the right of the account, and select 'Change Password' on the right.

[nomfezeko-TT]

Thank you @Gliwmaeden2 for helping out. @Shelduck , please let us know if you have tried running antivirus/anti malware checks on all your devices?

[nomfezeko-TT]

Hi there @Shelduck, thank you for reaching out. I am so sorry that happened to you. If you suspect that your email has been hacked and you're unable to receive the password reset email from TalkTalk, here are some steps you can take:
 

-Check Spam/Junk Folder: Sometimes, password reset emails can end up in the spam or junk folder. Make sure to check there.

-Try Alternative Recovery Options. 

-Secure Your Account: If you regain access, immediately change your password to a strong, unique one. Enable two-factor authentication (2FA) if available.

-Check for Unauthorized Access: Review your account settings for any unauthorized changes, such as forwarding addresses or linked accounts.

-Scan Your Devices: Run a security scan on your devices to check for malware or keyloggers that may have compromised your information.

-Monitor Your Other Accounts: Keep an eye on your other online accounts for any suspicious activity, especially if they are linked to the compromised email.

-Consider a New Email Account: If you cannot recover your account, you may need to create a new email account and inform your contacts of the change.
 

Taking these steps can help you regain control of your email and protect your information. If you need further assistance, feel free to ask, we are here to support you. 

[Gliwmaeden2]

Support doesn't open before 8am for Chat and 9am on phone lines, @Shelduck.

Contact information here:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

If you have another email address available you can ask a support agent to send the link to your different address. You'll have to pass security checks of course.

Meanwhile run antivirus  / anti malware checks on all your devices.