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.
