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My talktalk email account is not receiving emails

MG324
Team Player
Message 6 of 6

Can anyone help please?

My talktalk email account has stopped receiving emails. Have logged in to talktalk online email portal and sent test messages from a different email account and talktalk test email service.

Nothing reaches the inbox.

I have been able to send an email to another address but a reply to that message is not received.

Martyn Grant
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5 REPLIES 5

Gondola
Community Star
Message 1 of 6

Hi MG324 

 

You don't know how your email password came to be discovered so the important things are to keep your security defences strong and always up to date.  Hackers know your email address so expect to receive unsolicited spam and phishing attempts. Don't click on links in emails until you check out the link and don't load images from external websites until you're sure of the source. Malware can be downloaded via hidden pixels in images.

 

The vital thing is to upgrade your email password and make it ultra-strong and totally unique to the mailbox and not like any password used before. Have you successfully changed the password?

GondolaVolunteer 2017-2021

 Like below to appreciate my help . . . Mark as solved + Accept as Solution

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Message 2 of 6

Also found a strange email address in "update your reset details and changed. Further copy attached.

Martyn Grant
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Message 3 of 6

Thanks for your reply.

I have checked outlook and there are no filters etc and have run a scan on my PC, nothing found.

Having logged into my talktalk online email account I have found  rougue autoforwards as attached. It looks like my online talktalk email account has been hacked/had password changed by scammers, see email addresses in the forward, which are nothing to do with me. As I cannot find any issues on my device I have to assume that this has happened through talktalk or talktalk webmail online.

Martyn Grant
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Ady-TalkTalk
Support Team
Message 4 of 6

Hi MG324, it looks like Gondola has covered all the bases for you. 

 

Please let us know if you need more help. 

 

Ady


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


Gondola
Community Star
Message 5 of 6

Hi MG324 

 

You may have a rogue Auto forward or other Filter rule operating to divert mail from your online Inbox. Or mail messages may be collected from the Inbox and deleted in the process.

 

Prepare for TalkTalk Mail Support by including in your Community Profile, Personal Information (here):

  • Your name, current home 'phone number. An alternative (mobile preferred) contact number. Full address with postcode (Location)
  • Scroll down to Private notes to add email address(es), notes and references etc
  • After checking and updating, Save changes

Select here: Sign in to TalkTalk Mail

Enter your email address and password, select Sign in.

 

Check the  Inbox first and then check  Spam and  Trash folders for mail messages that may have been diverted from the Inbox. Bear in mind the spam and trash folders normally contain mail not older than 30 days.

 

Compose and self-send the same mailbox a mail message. Check that the message sends without error, is copied into the Sent objects folder and arrives and stays in the Inbox.

 

Mail not reaching the Inbox could mean there's a Filter rule, including an Auto forward which is a special filter rule, that's diverting, discarding or blocking mail.

  • To check, 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 there's no rule defined, that's perfect
  • 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 of any error message, or if mail did not arrive in the Inbox or disappeared from the Inbox. Collecting mail messages with a POP3 mail account or mail collection service, like Gmail, may be deleting messages from the online Inbox.

 

Let us know what you find.

 

If you find anything in the mailbox settings that you didn't set up then consider that your mailbox password has been discovered.

 

Scan your email devices to remove virus, trojan or other malware and then change the password.

Please review your password strength and follow the advice here: Upgrade your legacy mail password to upgrade your email password.

 

GondolaVolunteer 2017-2021

 Like below to appreciate my help . . . Mark as solved + Accept as Solution