Trying to access an old homecall email address

[OwlBright]

Hello there,

I am trying to access an old homecall email address *removed for security* so that I can reset a password but either I cannot recall the password for the email address or it has been hacked. I was wondering if anyone could advise me on how to regain access to it?

Thanks!
Alistair

[Ady-TalkTalk]

Hi OwlBright, I've raised the request to update your password reset details for the email address. The update will happen within the next 24 hours you can check when its done by intermittently going to Password Reset Tool. 

Ady

[Ady-TalkTalk]

Hi, 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 recovery.

Thanks 

[Ady-TalkTalk]

Hi OwlBright, please answer the questions in the below link to enable us to access your account and help with your questions:

https://smm.page.link/JpT6iYNdHvu7T9AKA 

If you don't have a Telephone Enquiry Password, follow our guide to create one or select the "I don’t have a password" link to answer some different questions. Setting up your telephone password
 

Thanks 

[Ady-TalkTalk]

Hi OwlBright, I've sent you another set of security questions. 

Ady

[Gondola]

Hi Alistair

The request is in to verify your personal details and set up new password recovery reset details so you can regain access. You'll need a currently active email address and preferably a mobile number so if you can have those ready for when TalkTalk respond to this thread.

[OwlBright]

Hi there,

no, that isn't an email address I know; as far as I remember the recovery was a gmail one thanks

[Gondola]

I see you're still logged in to Community, Alistair, but you're not replying in Community to this topic you started.  NB no replies by email!

For security I'm going to assume your homecall mailbox has been compromised and needs to be secured. The suddenlink.net domain is based in the USA. I see numerous suddenlink addresses implicated in forum spam so I'm taking the safe path and recommending your account is secured and the password recovery process started.

I'll let TalkTalk know that password recovery is suspected to be compromised.

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. 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.

[Gondola]

Hi OwlBright 

Do you recognise the password recovery email address having the domain 'suddenlink.net'?

If that's your email address then the Reset your password now button in the help article  Changing your email password will take you to password reset and recovery. 

You can send your alternate email address a link to authorise a password reset.

However, if that isn't your password recovery email address then we should treat the address as compromised. If the password recovery email address isn't accessible to you then let us know and we can start you off on the recovery journey.