Tiscali email has been hacked, and can no longer access

[Shirleywright2022]

Hello. I have a tiscali email address that I have used for a number of years, and recently my Facebook was hacked, along with the email. All of my emails are through the Tiscali, and they have changed the settings so I cannot even request a password reset. I tried speaking to somebody through the chat portal, but all I got was a link to the page that tells me how to reset the password, which I cannot do, as I do not have a talk talk account, and the hackers have changed the email address for the recovery option. Can anybody help?.... thanks

[Ady-TalkTalk]

Hi Shirley, thanks for confirming the security information. I've raised the request to have your password reset details updated. The process will complete within the next 24 hours. You can check by going to Password Reset Tool intermittently and you'll see when the update has been done.

Ady

[Ady-TalkTalk]

Hi Shirleywright2022, please provide ALL of the following information:
 

• Email address affected
• Full Name
• Date of Birth
• Mobile contact number
• Phone number linked to the email address
• Full postal address the email is linked to
• Alternate Email Address for password reset.
   

Thanks 

[Ady-TalkTalk]

I've sent you another personal message to obtain more information from you. 

Ady

[Ady-TalkTalk]

Hi Shirleywright2022,  I've sent you a personal message to get more information. 

Ady

[Gondola]

Hi Shirleywright2022 

I'll let TalkTalk know that the password recovery options aren't available to you because they have been changed. 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 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 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. Probably not until next Tuesday as it's a Bank Holiday Monday. 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.