If either you haven't set up password recovery options to use an alternate email address and or mobile number OR those options have been deleted by a hacker after changing the password to lock you out then TalkTalk will need to verify you are the registered user of the email address and set up new password recovery options.
I'll let TalkTalk know that the password recovery options aren't available.
Prepare for TalkTalk Support - include in the Community Profile (not in these public posts):
Account holder name, TalkTalk home 'phone number (if not Data Only broadband)
Alternative mobile contact number. Full address with postcode (in the Location box)
Scroll down to Private notes to add the email address needing recovery
Check and Save changes
Select here: Update your profile
A TalkTalk Support member will reply to this thread and then Community Private Message you to confirm your customer account details and or details related to the original registration of the email address. Also requested will be the alternate email address and mobile number for password recovery Reset details.
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.
Use the new password to access via the TalkTalk Mail sign in check there's no Auto forward or Filter rule diverting your mail messages. Hackers set up or modify Filter rules to spy on your emails.
- Select the Main settings menu cog icon top right on the blue header
(Unmigrated mailboxes - use a triple line icon and if using a Mobile browser - use the desktop version)
- Select All settings... or Settings from the top of the menu
- Select Mail
(Unmigrated mailboxes - select the inward facing arrowhead by Mail (or Email) in the left side panel and select Filter rules)
- Scroll down to Rules
If you see There is no rule defined then you need go no further.
- Select the Chevron icon > to expand the Rules section and to delete a Filter rule including any Auto forward
select the X icon (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
For migrated mailboxes there's also a security option to sign out from all of your devices to make sure no hacker is still signed in to your mailbox.
Let us know if you need more guidance.
