on 09-10-2021 03:23 AM - last edited on 09-10-2021 10:44 AM by Gliwmaeden2
Hi, I am unable to sign in to my Onetel email account XXXXX REMOVED FOR SECURITY REASONS as someone has hacked my password and replaced it with a new one. I would be grateful for any help in recovering control of my account.
on 20-10-2021 08:07 AM
Hi Diane, Gondola really deserves the credit for the bulk of the groundwork with you and as a volunteer.
on 19-10-2021 01:20 PM
Hi Ady, I have been able to reset my password using my alternate Email. I noticed that Auto Forwarding had an email address in that I did not recognise so I have deleted it. I would like to thank you and Gondola for sticking with me on this and resolving it. 🙂
on 19-10-2021 09:48 AM
on 18-10-2021 11:04 AM
Do you not recognise the gmail address as yours? If so, it would seem that your password recovery reset details either were not set up or have been changed. I hope you've scanned your email devices to positively remove virus, trojan or other malware that might be capturing passwords.
Let us know if you don't recognise your password recovery email address and I'll alert TalkTalk once more.
on 18-10-2021 10:49 AM
Hi Gondola, I've not been able to reset my password using my mobile number so I will be trying to reset using my alternate email address once this has been set up correctly.
17-10-2021 09:47 AM - edited 17-10-2021 09:59 AM
The SMS reset to your mobile appears not to be working. The SMS system is working so perhaps an issue with the mobile number or mobile not connected to a network. You do recognise the number hinted at as your mobile number?
Therefore use the send a reset link to your alternative email address to pick up a reset. As long as you recognise the hinted at email address. Let us know if that gets you to Step 4 in the password reset process.
on 17-10-2021 08:46 AM
Hi Chris, Thanks for helping. When I get to step 3 in the password reset tool I still get the "We are currently experiencing technical issues with My Account." page.
on 15-10-2021 02:12 PM
on 15-10-2021 09:05 AM
Thanks Ady, I tried 24 hrs ago and have tried again now, after selecting the reset method the next page displays;
"We are currently experiencing technical issues with My Account."
I guess I'll keep trying and hope the page is working soon.
on 13-10-2021 04:56 PM
on 12-10-2021 01:08 PM
Hi DianeA, thanks for verifying security information. I've requested that the password reset tool be updated for you. It will complete within 24 hours.
on 11-10-2021 09:57 AM
Hi DianeA, I can help you regain control. I've sent you a personal message please note I need ALL of the information requested.
on 09-10-2021 11:25 AM
Do you have any idea how the email password came to be known? If not then all devices you use for email need to be scanned for viruses, trojans or other malware before changing a password.
Noted that the password recovery options aren't recognised. 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:
Select here: Update your profile
A TalkTalk Support member will reply to this thread from Monday onwards 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 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.
To see if your email has been involved in known data breaches enter the email address at https://haveibeenpwned.com and let us know if you need more guidance.
on 09-10-2021 10:47 AM
@DianeA, I have removed your email address from public view.
You must never ever post personal information details on the public forum pages. Please add your Talktalk landline number to your community forum profile details for TT staff to identify your account.
Only you and staff will have access to that information.
Please go via your avatar/name; settings; launch profile wizard.
Staff will not be back on here before Monday, though @Gondola may be able to offer helpful guidance meanwhile.
I'll escalate this thread into the queue for attention.