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Old email account hacked

First Timer
Message 4 of 4

I have a very old pre-Tiscali email address that has recently been hacked. I was under the impression from an email from TalkTalk  that this email would have been disabled as it is not linked to a TalkTalk account, but this turns out not to be the case.


When I try to reset my password and the system asks me where I want the reset link to be sent, I see my email address PLUS an unrecognized email address. Neither is any good because whoever it is has changed the password  so they will get the reset link - and of course, I don't have access to the second email they have set on the account.

As I do not have a TalkTalk account how can I get this fixed


Support Team
Message 1 of 4

Hi Igoth, I've sent you a personal message with a series of questions. Please answer ALL of the questions as I need all the information in order to verify your identity. 



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.

First Timer
Message 2 of 4

Thank you for the reply I have updated my profile.

Community Star
Message 3 of 4

Hi Igoth 


It's important that you regain control of the email account to prevent someone using your identity. TalkTalk Support right here on community can verify you via personal information as the registered user of the email address and either take your instructions for the Data Protection team to delete your email address or set up password recovery reset details so you can set and choose a new ultra-strong password whilst deciding what to do.  You do have the option of retaining the use of the email address as a subscriber to TalkTalk Mail Plus.


If you are not a TalkTalk Consumer (home broadband) customer your mailbox may get limited or restricted to webmail only access unless you've subscribed to   TalkTalk Mail Plus to retain the use of a TalkTalk Mail email address.


I'll let TalkTalk know that the password recovery options aren't available because the mailbox password has been discovered. 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 Mail Support by including in your Community Profile:

  • Your name, current home 'phone number (if available). An alternative (mobile preferred) contact number. Full address with postcode (Location)
  • Scroll down to Private notes to add the master email address needing recovery, other notes etc including alias addresses linked to the master address
  • After checking and updating, Save changes

Select here: Update your profile

A TalkTalk Support member will reply to this thread and then Community Personal 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.


For a compromised mailbox I'd always suggest scanning your email devices for viruses and malware before changing any password. And when you do get 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.


GondolaVolunteer 2017-2021

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