Tiscali email hacked

[Claire831]

My tiscali email has been hacked and the recovery email and mobile has been changed so I'm unable to do anything.

Please can anyone help reset the password and recovery details.

[Gondola]

Hi Claire831 

Deletion is probably the best choice for an email address that's known to hackers and has has a password discovered at least twice.

You can create and manage up to 5 talktalk.net email addresses via a standard customer MyAccount.  Do ensure that for each one the password is ultra-strong and unique and never used anywhere else. Keep the Internet security scanning active on your email devices to protect against password keyloggers and never allow anyone to take control of your devices via remote access software. Keeping Scam Protection active as part of TalkTalk Homesafe will help to keep your devices secure.

[Claire831]

I give up, I've deleted my email address completely 

[Claire831]

They have changed my current password and recovery details so I can't change it from  my account?

[Karl-TalkTalk]

Hi Claire

Are you aware that the email address in question is linked to your account and can be managed online via logging into My Account.  You can change the password from their to gain access.

Thanks  

Karl. 

[Gondola]

Any clue as to how the password is being discovered again?

It is essential to scan all your email devices to see if they're carrying password grabbers downloaded by virus, trojan or other malware. Scan with anti-virus and anti malware programs and do keep the scanning active for day to day protection.

There's a new Blog on  Boosting your safety online and that includes a checker from F-Secure to see if your email address features in any online data breaches.

[Claire831]

Yes it was resolved back then but its now happened again 

[Gondola]

In reviewing your previous posts I see this is  the same issue as reported in September 2021

Did you respond to a Community Personal Message that Ady-TalkTalk said he'd sent you? I'm just wondering if that message got overlooked / forgotten?

I've sent you a test message. It'll appear as a white number over a red circle on your avatar top right when signed in to Community. Select the avatar and then the envelope icon to read and reply to PM's.

[Gondola]

Hi Claire831 

I'll let TalkTalk know that the password recovery options aren't available for you because the hacker has changed them to lock you out. A TalkTalk Support member will need to verify you as the registered email user, secure the account and then authorise the set up of 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 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 from Monday onwards 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.

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.

• 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.