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Hacked email

birtchn
Participant
Message 14 of 14

My wife's email appears to have been Hacked. I have changed P/W in my account but cannot receive emails. The Web Mail P/W reset shows wife's email and another one which is nothing to do with us. Tried sending test email to the email address they are not being delivered

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13 REPLIES 13

Message 1 of 14

Do make sure to run those Anti Virus scans on all devices in the house and include the malware scans too. It's absolutley crucial.

 

Ady


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


Message 2 of 14

Feels like the hacker was changing the facebook password. Worth checking the facebook registration details and changing that password to a new upgraded and unique password never used anywhere else. And keeping a close eye on any other linked online accounts that use her email address.

 

If any online passwords are the same or similar to each other then upgrade each of those to be unique and ultra-strong. 

 

TalkTalk Online Defence includes a Password Manager if she needs something to remember passwords securely.

GondolaVolunteer 2017-2022

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Message 3 of 14

The last email she had was for a facebook password change, which she never requested

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Message 4 of 14

One final thing, is to do with security.

 

Does your wife have any idea how the password came to be discovered? Any recent 'phishing emails'? Any unusual requests to download? If nothing obvious, then she'll need to run anti-virus and anti-malware scans on her devices to make sure they do not contain password grabbing malware.

 

If anything is found then remove and as a precaution upgrade the password once more.

GondolaVolunteer 2017-2022

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Message 5 of 14

Great stuff thanks for posting back to let us know it's sorted.

 

Ady


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


Message 6 of 14

Thank you very much .I have changed the reset details to my mobile number and another email. The hackers email was in the reset details, but all changed now

 

Thanks for all your help

Message 7 of 14

Gondola is right if the mail is gone its gone for good. 

 

Ady


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


Message 8 of 14

Unfortunately, if mail messages have been auto-forwarded to another 'unknown' email address without leaving a copy then you'd need to ask potential originators of mail, that could have sent mail between Monday and now, to re-send if possible. There's no TalkTalk service offered to store and recover mail messages missing from the Inbox.

GondolaVolunteer 2017-2022

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Message 9 of 14

Hi birtchn, this time please provide the alternate details. 

 

https://smm.page.link/SzdBqT7iMeWyrk7w8

 

Ady


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


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Message 10 of 14

Hi birtchn 

 

Have you also set up new password recovery reset details to stop the hacker changing the password?

 

Update your reset details is an option on the main settings menu (triple line icon on the top right header or cog icon on a mobile browser).

 

Menu options - Update your reset details 05Aug2020

 

Best to have both an email address and a mobile phone number. The hacker won't have access to your mobile.

GondolaVolunteer 2017-2022

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birtchn
Participant
Message 11 of 14

Thanks it appears there was a rule set up. To send to different email addresses. I have now deleted the rule. Just missing emails sent from Monday until today

Ady-TalkTalk
Support Team
Message 12 of 14

Hi birtchn, I've sent you a personal message to obtain more information. 

 

 

Ady


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


Gondola
Community Star
Message 13 of 14

Hi birtchn 

 

When you changed the email password via your MyAccount did you see a green banner message that you sucessfully changed the email password?  If not then we'll assume the hacker had already changed the password.

 

If you did see the green banner message then, after 5 minutes,  you'd be able to sign in to TalkTalk Mail webmail.

 

I'll let TalkTalk know that the password recovery options aren't available. A TalkTalk Support member will need to verify you as the registered email user (assuming that you're the named account holder) and set up your new 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 Mail Support by including in your Community Profile:

  • Your name, current home 'phone number (if available). An alternative (mobile preferred) contact number. Full address with postcode (Location)
  • Scroll down to Private notes to add the email address needing recovery, other notes etc
  • After checking and updating, 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.

 

And when you do get access via the  TalkTalk Mail sign in it's vital to 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.

 

GondolaVolunteer 2017-2022

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