on 05-10-2021 03:53 AM
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
on 06-10-2021 10:35 AM
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.
on 05-10-2021 09:05 AM
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 screaming.net 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:
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.
Let us know if you need more guidance.