It's likely that your mailbox password has been compromised and that an unauthorised auto forward or other filter rule has been set up to divert your mail messages.
So, the first thing is to scan your devices to remove any password loggers left by viruses, trojans or other malware.
Then 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 the impacted email address, notes and references etc
- After checking and updating, Save changes
Then 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, any auto forward or other filter rule 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. But so long as you don't have any password capturing malware on your devices and you upgraded the password then that will lock out unauthorised access so all that's needed is to clear up any filter rules and auto forward left by the hacker.
