My very elderly aunt and uncle have somehow had their email address hacked into. They're obviously not all the tech-savvy, so they said they spent most of the day trying to jump through all the hoops on the 'Help' chat facility until they were eventually cut off.
I tried myself, but one customer trying to get help for another is absolutely impossible due to the rigid scripts that the operators keep to. They seem to pay absolutely no attention whatsoever to your answers and seem completely lost if you go 'off-piste'. I have to admit that I eventually lost my temper with them after being continually transferred to another operator who then started asking me the same questions all over again.
So how can you recover from a hacking? It's no good trying a password reset because the new password link will go straight to the hacker. The obvious answer would be for TalkTalk to change the password and then send the new default password to them by post. One problem is that this could take several days, and some of the characters used in default passwords, such as ] and } , can be quite difficult to differentiate when printed. Alternatively they could have sent the link to my email address instead of theirs, as the massive number of security checks should have verified that I was safe.
Incidentally, I started out with Freeserve, which was then taken over by a name I can't remember, then that was in turn taken over by Orange, which was then taken over by TalkTalk, so I must be in with a fair shout of being one of the most long-standing customers.
