Lineone email

[maisietrench]

Can anyone please help me recover my lineone email address which i have lost complete control of to a hacker and cant reset password as hacker has control of reset options 

[Gondola]

Hi Maisie and Paul. Paul's new topic is here and I've alerted Ady-TalkTalk. So we'll close this topic for now.

[paultrench]

Thanks Ady

He has just rediscovered his login info for this help forum and will post shortly

[Ady-TalkTalk]

Hi Maisie, Gondola is spot on. If your son is/was  the account holder at the time the email address was created then he'll need to post on here as you did and I'll run through the security checks with him. 

Ady

[Gondola]

If your son is the registered customer account holder and he created the email address then Ady will ask him to register with this Community in order to comply with data protection regulations. Ady will advise accordingly.

[maisietrench]

It wasnt me who set up the email and i have now responded to Ady's personal message with further info so he can correspond direct with my son, thanks again

[Ady-TalkTalk]

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

Ady

[Gondola]

It's OK with me - I'm just a volunteer offering advice and guidance to members of this Community.

I'll request help from TalkTalk Support that will communicate only with the registered account holder that created the email address for your son. You didn't actually confirm if that was you or not. So before I positively confirm it's OK would you confirm that you were the customer account holder that created the email address for your son. 

[maisietrench]

Hi Gondola

After further consideration my son would like to try and recover his hacked lineone email and i will input the details tomorrow in the update your profile section that you mentioned in your first reply to this thread if that is ok with you

Regards

Maisie Trench

[maisietrench]

Thanks for your further advice Gondola

[Gondola]

If you were the TalkTalk / Lineone account holder when the email address was created and you created the address for your son to use then it's likely you'll be the registered user of that email address.

User deletion of mailbox email addresses is not currently possible but the registered user can give instructions for mailbox deletion to the TalkTalk Data Protection Office team.

See the GDPR help page item  'Your Right to be Forgotten / Right to Erasure '. There's a postal address, which in my view is the best way to contact the Data Protection team, but you can initiate a contact via any of the TalkTalk contact methods.

[maisietrench]

Thanks for your response Gondola.

Its actually my sons lineone email that has been hacked but couldn't register to get help so asked me to post.

He is going to stop using his lineone email as he doesn't trust it any more and is in the process of making the change to an alternate email.

When he has completed this exercise what is the process to delete or suspend his email address please?

Regards

Maisie Trench

[Gondola]

Hi maisietrench 

You've not yet updated your Community profile as advised. It'll delay email recovery if your Community profile isn't ready for TalkTalk when this topic is picked up.

EDIT

I see you've now signed out of Community without updating your Community profile. 

[Gondola]

Hi maisietrench 

I'll let TalkTalk know that the password recovery options aren't available because of the actions of a hacker. Do you know how the hacker discovered your password?

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 Support - include in the Community Profile (not in these public posts):

 Account holder name, TalkTalk home 'phone number (if not Data Only broadband)

 Alternative mobile contact number. Full address with postcode (in the Location box)

 Scroll down to Private notes to add the email address needing recovery

 Check and Save changes

Select here:  Update your profile

A TalkTalk Support member will reply to this thread and then Community Private Message you to confirm your customer account details and or details related to the original registration of the email address. Also requested will be the alternate email address and mobile number for password recovery Reset details.

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.

Use the new password to access via the  TalkTalk Mail sign in check there's no Auto forward or Filter rule diverting your mail messages. Hackers set up or modify Filter rules to spy on your emails.

• Select the Main settings menu cog icon      top right on the blue header
  (Unmigrated mailboxes - use a triple line icon and if using a Mobile browser - use the desktop version)
• Select All settings... or Settings from the top of the menu
• Select Mail
  (Unmigrated mailboxes - select the inward facing arrowhead by Mail (or Email) in the left side panel and select Filter rules)
• Scroll down to Rules
  If you see There is no rule defined then you need go no further.
• Select the Chevron icon > to expand the Rules section and to delete a Filter rule including any Auto forward
  select the X icon to the right of the rule
  (Unmigrated mailboxes it's the Dustbin icon   ) 
  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.