Lost access to email

[Stevewhite1]

I've updated all my settings and placed my email in the private notes, can you please re-instate my account

[Ady-TalkTalk]

Hi Stevewhite1, I've sent another PM to obtain more information.

Ady

[Stevewhite1]

Hi, many thanks for the reply, I’m not certain if the email has been hacked or if the additional recovery options were never set up. I have a feeling the password may have been changed in 2018 when there was problems with my email, I updated on my phone but stupidly never made a note of the password!

I have added some more details in my Private Notes that will hopefully help verify me as the registered user of the email account.

[Gondola]

Webmail should be available even when IMAP4 / POP3 access is switched off.

If Ady confirms that your mailbox does have full access but you're getting 'Incorrect password' via the webmail sign in and via the iPhone email app then that does suggest your password has been discovered and changed by a hacker. The hacker may have deleted your password recovery options... assuming you did previously have those set up?

I'll let TalkTalk know that the password recovery options aren't available. Ady 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.

Ady 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 if those details are not already in your Community profile.

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 do set up or modify Filter rules to spy on your emails!

• 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.

[Stevewhite1]

Hi, I’m still unable to get into my emails, not even accessing webmail via a browser, it keeps coming up with password incorrect, I’ve tried to reset but the only option it gives to reset the password is to email it to my onetel account that I can’t access!

Any further ideas of what I can do please?

Thanks

Steve

[Ady-TalkTalk]

Hi Stevewhite1, I've added your mailbox to those to be restored to normal function. Please allow 48 hours for the change to complete.

Ady

[Stevewhite1]

Many thanks, yes it was an iPhone using IMAP and SMTP on ports 25 and 143 as hadn’t updated to the secure protocols

[Gondola]

I've requested that full access is restored for the mailbox email address in your Community profile, Personal information, Private notes.

TalkTalk Support will respond here and access returned within a couple of days after that. Until then ask the user to use TalkTalk Mail webmail via an up to date Internet browser to keep in touch with email contacts.

Are you confident that no help is necessary checking the services / devices / email software for compatibility with TLS 1.2 encryption and the incoming and outgoing server settings in use? Did you identify the insecure settings, for example? The culprit device or software that got a stop on sending or mailbox access switched off because ports 25 or 110 or 143 were used?