on 11-10-2018 09:57 AM
On the 9th my emails stopped, my password was refused and I could no longer send or receive emails. I phoned twice and then on screen advised to change password, they send me the relative email to manage the change bit of course I am unable to open. I was told the matter was ascaltaed and I have to wait for 24-48 hours, this happened some months ago and I was told my account had been hacked, has this happened again?
on 14-10-2018 01:40 PM
Still Not Solved, I understand the community experts are off for the weekend and they deserve to be but soon in the technical department should be available and after a Long phone call yesterday I was promised a expert call today
on 14-10-2018 10:47 AM
on 14-10-2018 10:38 AM
Now Sunday, 5 days with no access to emails or send and password still not accepted, I have supplied all personal details, spent far too long on the phone , surely someone could contact me with a new password! I AM TOO OLD TO SUFFER ALL THIS.
on 13-10-2018 08:57 AM
Your Community Profile, Personal Information (Click here) needs all of the following in the Private Notes area. You'll find the Private notes box at the bottom of the Personal Information page:
on 12-10-2018 02:48 PM
Hi chater, sorry to be a pain, but we need all the information below in order to help.
Email address affected.
Date of Birth.
Mobile contact number.
Phone number linked to email address
Full postal address email is linked to.
Once you've added that post back to let me know and I'll raise a fault ticket to get this sorted for you.
Only put this information in Private Notes to keep it safe.
on 12-10-2018 02:10 PM
I have entered my mobile number, my wife uses Apple and has a Apple email address would this help? 48 hours is up and still nothing, I need to access and send e-mails for Hospital appts please help, has my account been hacked?
on 12-10-2018 08:59 AM
I AM TRYING TO FIND MY MOBILE PHONE NUMBER TO PUT IN MY PROFILE, I KEEP THIS PHONE FOR EMERGENCIES AND NEVER USED IT. MY WIFE HAS A APPLE ADDRESS, COULD I PUT THIS IN MY PROFILE TO ALLOW TALKTALK TO SEND RESET EMAIL. NOTHING WORKING THIS MORNING THANKS FOR YOU HELP
on 12-10-2018 08:28 AM
Hi chater, unfortunately we can't notify the email address that we're resetting it as it could alert the hacker if it's been hacked. Once you've added the information to Private Notes in your community profile post back to let me know and I'll get your password reset.
on 11-10-2018 01:35 PM
If an email user is not able to access the MyAccount change password facility or the self-help password recovery then the password recovery is the same as for non TalkTalk customers. The TalkTalk Community Team OCE will authorise the changing of a password.
You'll first need to prove you're the registered user of the email. Double check that you've added to your Community Profile, Personal Information (Click here) all of the following in the Private Notes area at the bottom of the page:
The TalkTalk Community support team will verify the details recorded for the owner of the email address. The email expert will then reply here to help with account or password recovery.
on 11-10-2018 10:09 AM
The email system does monitor and may have detected a weak password or a compromised email account and changed the password or locked the account to help secure customer data.
Have you previously set up password recovery for the email address with an alternate email and mobile number? You could use the Reset your Password option.
Or if you're a TalkTalk broadband customer or recent customer you can change your email password in MyAccount > My Services > Webmail - Manage Webmail, if the email is listed in one of the 5 email address slots.
Here's the advice on managing email in your MyAccount.