My email account has been hacked and I dont recognise the recovery phone number

[wendyjackson]

I recently clicked a link in an email and I think this was a virus. Since clicking the link, I lost access to my tiscali email account and it would no longer accept my password.

I have tried resetting the password but when it shows me the recovery phone number for sending a text message to, I don't recognise the number.

I have had a computer specialist in to see me and he thinks the hacker has changed the recovery details, so he advised me to post on the talktalk community forum and see if its possible for you guys to help me regain access to my account.

[Ady-TalkTalk]

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

Ady

[Gondola]

The fact that the email address is still active on the TalkTalk Mail platform is all that matters. This forum will support you and TalkTalk Support will help with recovering access for you even though not a current paying customer.

You'll be asked for some details that would have been associated with the former account with Tiscali UK at the time the email address was created. The customer account holder name, postal address and the landline telephone number, if you can recall those, would be what TalkTalk would have on record initially.  Your last account, if with TalkTalk, may also have details. Data protection would not accept emails as proof as these would be available to a hacker.

If TalkTalk Support are able to verify you as the registered email user then you'll get access back so don't worry about current customer status.

Once you have access you can decide if subscribing to TalkTalk MailPlus is for you. I'll add some details below.

The TalkTalk Mail Support Hub is your go to resource for information, guides and Community support for TalkTalk Consumer home broadband and MailPlus subscribers.

Select here:
 TalkTalk Mail Support

TalkTalk Mail help

 About TalkTalk Mail Plus

 Subscribe to TalkTalk MailPlus

 Cancel TalkTalk MailPlus

[wendyjackson]

Hi Gondola,

thank you very much for the reply, especially on a sunday. I have updated those details in my profile as you recommended.

I should note that i am not actually a paying talktalk customer any longer - I was previously with tiscali, which is why I have this email address, but I have since moved to Sky but I just carried on using the email address.

I don't know if that will make it less likely for me to be able to recover the email but hopefully the support team will still help - even if there is perhaps an option to pay for the email account to remain active once it is recovered?

Lastly, I did have access to the email on my phone before the password got changed, so if it helps the support staff when identifying that it belongs to me, I can describe the contents of the inbox or sent items to them - from the cached emails that are on my phone.

Anyway, thanks for your help so far and I will wait to hear from the support team via PM.

[Gondola]

Hi wendyjackson 

I'll let TalkTalk know that the password recovery options aren't recognisable and the password has been changed. 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.

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.

IMPORTANT - 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.

• 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.