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I was hacked 8 weeks ago and talk talk were notified and have done nothing to help.

Judesalmon
First Timer
Message 4 of 4

I was hacked and my email and password are on sale. I notified Talktalk 8 weeks ago and they still have done nothing to help and sort this situation. Talktalk are unable to change passwords for anyone using Talktalk emails due to a technical fault. This has been going on for over 8 weeks. It’s a joke and caused a great deal of stress for me. Something has to be done about this. Someone is still able to access my account and Talktalk have done nothing about it. It’s appalling and Talktalk need to be held accountable for this. 

3 REPLIES 3

Ady-TalkTalk
Support Team
Message 1 of 4

Hi Judesalmon, there's no technical hitch that I'm aware of. Only you can reset your password we have no access. If you don't recognise your password reset information I can help. I've sent you a personal message to get 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.


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Gondola
Community Star
Message 2 of 4

Hi Judesalmon 

 

I see you're online in Community but haven't replied in Community or updated your Community profile.

 

We do appreciate your time in letting us know how you're getting on with the initial advice so we know how to help you. Thank you.

GondolaVolunteer 2017-2022

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Gondola
Community Star
Message 3 of 4

Hi Judesalmon 

 

If you've had your TalkTalk email password discovered and your mailbox compromised then the first thing to do is scan your devices for viruses, trojans and other malware that could be capturing passwords.  The Reset your password now button in the help article  Changing your email password will take you to password reset and recovery. 


If the email address is still active on the TalkTalk Mail platform and you have set up password recovery options, in advance, that you recognise from the *****hints, then you can send your alternate email address a link or your mobile a 6-digit code to authorise a password reset.

 

If you don't recognise the password recovery *****hints or the only option is to send a reset to the email account itself then 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 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 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 all your email devices for viruses and malware before changing any password. And when you do get 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

Also check the hackers have not left their email address in your Contacts Address Book. Let us know if you need more guidance.

 

 

 

GondolaVolunteer 2017-2022

  Like (below) to support me . . . Mark as solved (below)  Accept as Solution