My email has been hacked

[DavidL95]

Looks like someone has taken over my email account. Ho do I stop this and recover email ?

[Ady-TalkTalk]

It should already be working. I had this repaired yesterday. 

Ady

[cjedonline]

Hi I'm a relative of DavidL95 and have been assisting him with this. Yes, it is the email address in his profile. 

we had an online chat with support this morning (4th March, ended about 11:45) which ended with the support person saying "Sahil: I have completed everything for you, and after 24 hours, you will receive an email confirming that your email has been recovered and email services will resume." 

However, I'm not confident that the support person understood the issue, we gave an alternate email address to which the promised notification could be sent. We will check again tomorrow to see if the email account is accessible.

[Ady-TalkTalk]

Is this the email address you registered on the community with? It had been deactivated yesterday, have you been dealing with other support channels?

Ady

[DavidL95]

OK, trying to log in now gives "User is deactivated (AUTHORIZATION-001)" - I've been trying to get support to do something with no luck so far. Can anyone else help?

[Ady-TalkTalk]

I've stopped the spam divert. You're mailbox should be safe once the new password is in effect. The security team are sort of insisting that customers use brand new passwords to avoid weakness in the system. 

Ady

[DavidL95]

I've run Malwarebytes on the PC - which shows nothing. There are also an iPad and iPhone - what would be suitable to run on those ?

I've noticed that incoming mail is being redirected to the Spam folder again. Is it possible to get it back into Inbox ?

One final question. I'm assuming that changing the password will disconnect any devices currently connected to the email - is this the case ? 

[Ady-TalkTalk]

That would suggest that the first device has spyware/keylogging software. Have you run a good quality AntiVirus and Malware scanner on all internet connected devices?

Ady

[DavidL95]

I changed the password yesterday - and thought it was resolved. However, this morning the account had been hacked again and an email redirection set up. I have now changed the password again from a different PC and it seems OK. I will contact support to try and resolve this.

[Ady-TalkTalk]

Hi DavidL95, I've turned off the mail filters setup in webmail for you. You must reset the password for the mailbox and you must use a new never used before password. Once that's done you should be safe. 

Ady

[Gliwmaeden2]

Wait for staff support, @DavidL95.

They are on here Monday to Friday, daytime. 

Helpful if you could complete your community forum profile details for Talktalk staff to identify your account. 

Add your Talktalk phone number or account number in Personal Information. Go via your avatar; settings....

Also add the affected email address in Private Notes near the end of Personal Information. 

Scroll down further to SAVE CHANGES. 

[DavidL95]

OK, support have helped me change the password on the account and that's stopped access. However, all my old email has been wiped and all new email is being redirected to my spam folder.

How do I get email to arrive in my inbox as normal ?