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Onetel email password reset - compomised account

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Message 14 of 14

Hi, I use a legacy Onetel email account which I've had in place for some years.  It has been compromised and I'm receiving threatening emails (from other posts, it appears others have had the same experience).  I don't take the threats seriously but I do now need to change the password on my email account and I have no means of doing that myself.


I've reported this to TalkTalk as a scam, but please could you advise me how to change the password?  Or could you take this a password change request?




Message 1 of 14

Ok, then it seems likely that someone else has accessed the account and changed the password.  This is now a full-on security breach, could you treat it with some urgency?  How can I up the priority of the ticket?


If you cannot change the password on my behalf, then please close down the email account completely.


Thank you.


Message 2 of 14

Hi Paul, 


The ticket is still open with them, they will contact you when the password has been changed.


Stephen, Community Manager

Message 3 of 14

Hello again.  I can now no longer access Onetel email either through WebMail or my local mail client, getting an authentication error.  Has the password been changed, if so shouldn't I expect to be notified? 


Message 4 of 14

What other topic?  This is the only thread I have open.

Message 5 of 14



Your request was raised with the support team on your other topic. 


Stephen, Community Manager

Message 6 of 14

Hi - I provided information as requested, but there still doesn't appear to be any action.  I know ity's a legacy email system, but this is a security breach and people are attempting criminal activity using the compromised account information.  Thanks


Message 7 of 14

Hey Paul, 


Ive just sent you a private message, if you could ignore the first one and reply to the 2nd please once we have the info we need we can get this sorted for you. 




Stephen, Community Manager

Message 8 of 14

OK thanks


Message 9 of 14

Hi Paul_T1 


I noted yesterday that TalkTalk Staff picked up a topic in this forum dated 18 April. Yours is dated 27 April.


So my estimate would have to be that it'll be another week waiting time. I have no visibility of the TalkTalk workflow or who is allocated this topic or when it'll be actioned. 

GondolaVolunteer 2017-2021

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Message 10 of 14

Hello - another follow-up.  Is anything happening please?


Message 11 of 14

Hi Paul


You're in the queue for a password change.


All TalkTalk Consumer managed legacy email addresses including the onetel family are due to be upgraded to the TalkTalk Mail platform.


About TalkTalk Mail Plus 

TalkTalk Mail Support Hub - see not migrated yet

GondolaVolunteer 2017-2021

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Message 12 of 14

Hi,  I have received another threatening email this morning.  Please could you proceed ASAP with the password reset?


There is mention in the response about moving to TalkTalk email, could you explain what you mean and what's involved in that?


Many thanks


Community Star
Message 13 of 14

Hi Paul


Password change request it is. Here's how it works, beause there is no password change option on the legacy onetel mailzone dashboard.


just quick double-check that your Community Profile includes in Personal Information (Click here) your name, current landline 'phone number and an alternate number (mobile recommended) and address with postcode (location). Then scroll down to Private notes to add the onetel email address with any relevant other notes and finally save changes.


TalkTalk will need to verify you are the registered onetel mail user and then authorise the securing of the mailbox and a password change. You'll get an initial response from a TalkTalk (TT Staff) team member here.


You'll then receive via Community Personal Messaging (the envelope icon by your avatar top right of this page when signed in to Community), a data verification request prior to authorising the password change.


You'll then get a call on your mobile and a team member will run a security check and give you the new password.


When the onetel mailbox is migrated to the TalkTalk Mail platform and you have a MyAccount as a MailPlus or Broadband customer then you'll be able to manage the password change there or set up Reset Details for when you forget the password and need to reset it.


Hugely grateful, as you've received a phishing or criminal demand via email quoting a onetel password whether correct or not, for reporting that email to TalkTalk security.


Report a phishing or spam email it helps to identify scammers.


I'd recommend scanning your email devices against virus and malware just to give you confidence that there's nothing capturing passwords.


If the password is current but is not unique to the onetel mailbox then do change other passwords asap. Also review any other online presence where you use the onetel email address. 


If there's a known data breach involving your onetel email address then it may be listed at If on entering your email address the page stays blue then ok. If it goes red, scroll down to see the reports. It may help you to identify any other linked accounts that may be compromised.

GondolaVolunteer 2017-2021

 Like below to appreciate my help . . . and to help others Best Answer