My tiscali email has been hacked and I can't sign in

[SimonCelsa]

I use a 'tiscali' email address. It has recently been hacked and I can no longer access my emails - the password I assume has been changed. Several of my contacts have reported receiving 'weird' e-mails from me - although I obviously haven't sent any. I've tried the 'forgot password' option but did not receive any link to my mobile number or alternate email address - perhaps I never set these up.

I have reported the issue to TalkTalk and am awaiting a link which I can use to reset the account. I also reported the issue to abuse.TTB@TalkTalkPLC.com.

Has anyone else encountered anything similar and was the resolution successful? Any other advise? cheers!

[nambuso-TT]

Hi there @SimonCelsa. Thanks for letting us know. should you require any further assistance, please do not hesitate to contact us.

[SimonCelsa]

Yes, thanks Mandisa-TT, I think all of the above points are covered. There's probably little point in reporting the scammers email address as more than likely it is a previously hacked one anyway!!

Let's hope everything is secure now and no real harm has been done.

[Mandisa-TT]

Hi @SimonCelsa I’m really glad to hear you’ve managed to get back into your Tiscali email — that must come as a huge relief after everything you’ve been through! Thank you as well for keeping us updated along the way; it really helps us understand the journey from your side.

To help keep everything safe and secure now that you're back in, here are a few quick steps I’d recommend:
 1. Double‑check your recovery details
Make sure your backup email and mobile number in Mailbox Manager are correct so you can always reset things easily in future.

 2. Give your security settings a quick look-over
You've already checked Rules and Auto‑Forwarding (great job!), but if you can, also review any connected apps or old email programs that might still have access.

 3. Keep that new password strong
A completely fresh password — something long, unique, and not used anywhere else — is one of the best defences you can have.

 4. Run a quick scan on your devices
Just in case anything slipped onto your computer while this was going on, a full antivirus scan gives a nice bit of peace of mind.

 5. Reporting the scammer’s address
If you'd like to pass the alternate email address to our security team, you’re very welcome to send it 

 6. Having a backup email
Lots of customers choose to keep a Gmail or Outlook address alongside their TalkTalk one — just for flexibility and as a spare if needed.
If you notice anything else unusual or just want us to double‑check anything with you, please feel free to shout. We’re really glad this had a positive ending for you, and we’re here if you need anything else.

[Mandisa-TT]

Thank you @Gliwmaeden2 for your support.

[Gliwmaeden2]

It's always wise to have another address such as Gmail  / Hotmail, @SimonCelsa in case you ever move away from Talktalk. 

Sometimes you can't use Talktalk email trying to send from abroad, if you are in a location that's notorious for spamming  / scams.

[SimonCelsa]

Many thanks to fr8ys.

I only regained access to my tiscali email address by following the link to 'mailbox manager' in the thread about "How do I close my TalkTalk email account".

This instruction should be highlighted somewhere obvious, and should basically be the first thing you do if someone has hacked your TalkTalk / Tiscali email and changed your password and mobile number / email reset details. 

It's so obvious once you are aware, so why didn't any of the advisors guide me towards this 'fix'. It's no criticism but  is there some hole in the training literature somewhere, or is it due to the fact that TalkTalk have moved away from being an email provider? 

Would it be advisable to junk my tiscali email and source an active provider such as gmail? Again, genuine queries, not criticisms. I've generally had no problems with my TalkTalk account over the past 15 years.

[Gliwmaeden2]

Good to hear that you seem to have had a lucky escape, @SimonCelsa !

If you need further support, forum staff will be back on here from Monday. 

[SimonCelsa]

Hang on a minute, interesting update, whilst perusing this very forum I came across a link to 'Mailbox Manager'. I followed this link and lo and behold it directed me to my very own talktalk & tiscali.co.uk email addresses. I quickly pressed the change password option and now have full access to my tiscali email again. 

I did note the alternate email address of the 'scammer' from the reset details tab and am wondering if I should forward his/her/its address to any authority.

That was actually quite easy, why couldn't one of the advisors have helped me do this in the first place?

Is there anything else I should do to ensure the hacker can't get back in? I have already checked the 'Rules' and 'Auto Forwarding' tabs and they seem empty. Touch wood there doesn't seem to be too much amiss. There are no emails visible from the scammer in the sent outbox although I know many messages were sent to my contacts regarding Amazon orders quote: 

Hope you're well.

Do you sometimes order from Amazon?.  Unquote.

Anyway, that's it for now, hope the new password is stronger but I still don't know how it was hacked......?

[SimonCelsa]

Just as an aside, I can't really fault the TalkTalk customer service, they were reachable (to a fashion) and it was usually possible to speak to a human after a short wait. 

[SimonCelsa]

And the Final Update................

It's dead, deceased, gone, ceased to be, an ex email, bereft of life, pushing up the daisies.........I hope it rests in peace.

My tiscali.co.uk email cannot be located. I still can't see how the bar stewards hacked it in the first place, maybe something to do with me still using Windows 10 operating system (which Microsoft no longer provides updates for?)

Well, worse things happen in life, at least my bank account hasn't been emptied, yet!!

[Philile-TT]

@SimonCelsa thank you for keeping us updated. 

[SimonCelsa]

Further update for Thursday.

Received a call from TalkTalk higher management this evening. No real progress as yet. Apparently my tiscali.co.uk email cannot be located at this time. I should get a call on Saturday, hopefully advising whether it has been lost for good or can be rekindled. Doesn't sound promising.....!! Wait and see.

[nambuso-TT]

I am very sorry to hear this @SimonCelsa. Please wait for the call back as promised and do let us know how it goes.

[SimonCelsa]

Another update:

Despite being advised that I would receive a 'callback' from TalkTalk' between certain times, this was not forthcoming. Thus I phoned them again and now have been advised that they are placing great emphasis on getting this sorted, and that I should expect a call within the next 48 hours. 

Wait and see!!

[nambuso-TT]

Hi there

@Gliwmaeden2 Thank you very much for advising.

[Gliwmaeden2]

@SimonCelsa, people with legacy accounts need to ask forum staff to complete a webform so that old addresses can be linked to current broadband services with Talktalk. 

Otherwise you'd be encouraged by Everymail to sign up for their services.

Unless your email address is actually linked to your Talktalk account that password reset page isn't going to work for you.

See what the callback brings tomorrow  - you probably won't be able to post back on here or get a reply from forum staff before Thursday as the community won't be reachable on Wednesday. 

[SimonCelsa]

OK, I received an email from 'abuse-reports' containing a link to 'changing your email password'.

I followed this link and entered the tiscali email address to which I wished to change the password. Unfortunately, there is some block on the webpage and 'This site can't be reached' is displayed. Tried on a laptop and mobile phone several times.

I believe it has something to do with the fact that the tiscali email is not registered to my talktalk account - it wasn't possible to ever do this. 

So, back on the phone and now awaiting a callback tomorrow evening to try and resolve this issue.

Hohum, nothing is ever simple. I wonder how the perpetrator managed to hack my account, I'm usually pretty quick to spot a scam and do not click on stuff that I'm not expecting, especially dodgy links. 

[nambuso-TT]

Thank you very much for that @Gliwmaeden2 

[Gliwmaeden2]

@harris87, just follow up on the topic you started last week  - no need to start a new one. 😊

@nambuso-TT, harris87's topic is here and already has some staff replies:

https://community.talktalk.co.uk/t5/Email/loss-of-email-login/td-p/3143670#M198948

[nambuso-TT]

Hi there @SimonCelsa I am very sorry to hear this. Please refer to the below link to know more about hacked emails. Compromised or spoofed accounts - TalkTalk Help & Support

@harris87 I am very sorry to hear that you also experienced the same issue with your email address. Please do start your own thread so that we can look into this for yo. Thanks.