To link this topic to your TalkTalk Mail service, in preparation for direct help from TalkTalk support, please check your Community Profile includes in Personal Information (Click here):
Your name, current TalkTalk landline 'phone and alternate number (mobile preferred). Add your full address with postcode (location). Then scroll down to Private notes to add email address(es), notes and references etc and then save changes.
Can you still sign in to TalkTalk Mail (webmail)?
If your mailbox password has been compromised then one of the things hackers do is set up an Auto forward to obtain all your mail and not leave a copy on the server.
Or there could be a Filter rule that's diverting your mail.
Or there's an email app set up as a POP3 account to download and delete all mail messages.
Check Spam and Trash folders for mail messages that may have been diverted from the Inbox.
Compose and send the same mailbox a mail message. Check that the message sends without error, is copied into the Sent objects folder and arrives and stays in the Inbox. Mail not reaching the Inbox could mean there's a Filter rule, including Auto forwarding which is a special filter rule, that's diverting, discarding or blocking mail.
Disable filter rules.
Let us know of any error message, or if mail does not arrive in the Inbox or disappears from the Inbox.
If using email software or mobile email apps, check for software updates and if the email account is set for IMAP or POP3. Collecting mail messages with a POP3 mail account may be deleting those messages from the online Inbox.
Email Settings are listed for TalkTalk managed email addresses.
If you find any unauthorised settings then consider your mailbox has been compromised and you'll be best advised to scan devices to remove any possible password grabbing malware and then set about changing your email password.
Hi andrew57, Gondola has given you all the relevant information. Please let us know how you get on. I'd guess that your account/ devices have been hacked and you should also run AntiVirus and malware checks on all your devices.
I've completed the Personal Information section......... so what now?
I can still sign in to Talktalk webmail
There are no Filters Rules
There is no Autoforward setting
A Gmail account was set up for the talktalk email on my wife's Chromebook (could this be the cause of the problem)
Mail does reach the inbox then disappears at some point
The mail disappearing from the Inbox means that mail is being collected and then deleted from the Inbox.
Gmail does collect mail as a POP3 account and the default action for this is to collect, download and delete. You need to select the option in GMail to leave a copy of retrieved message on the server if you don't want the Inbox content deleted.
Go to Gmail Settings (cog icon) and select see all settings
Select Accounts and Import from the Settings header
Scroll down to the section check email from other accounts
Select Edit info
You'll see a screen just like the screenshot I showed you
Tick leave a copy...
Gmail will now not delete your emails from the server allowing you to view them in webmail or in another IMAP email client.
Tip: your emails are in the gmail app Inbox.