Email Hacked

[Adesmith]

Hi

My email has been hacked too and i cant reset it via 'my account' as the hackers have changed the mobile number to send a text to and the alternative email address. I was away on holiday until today so technical could not help and could not even 'lock' my account to protect it. I am now back at home but it says technical is not available for calls today - is there any one on here that can help today please 

[Ady-TalkTalk]

Hi Adesmith, I've sent the request for your password recovery details to be updated. It will complete within 24 hours. You can check when it's been done by intermittently going to Password Recovery Tool.

Ady

[Gondola]

The request for TalkTalk Support here is made and will be actioned from Monday onwards.

[Adesmith]

Hi Gondola

Just to confirm the hackers have changed the password to my talktalk email and also the back up mobile number and back up email address - the mobile and landline numbers on my actual talktalk account are thankfully still correct

[Gondola]

I assume you cannot sign in to TalkTalk Mail webmail because the hackers have changed the password to lock you out? Just check to confirm.

Select here:  Sign in to TalkTalk Mail

Enter your full TalkTalk Mail email address, select Continue and enter the password, select Sign in.

Let me know if you get the Incorrect password message and I'll let TalkTalk know that the password recovery options aren't available because hackers have changed the details to change the password and lock you out. 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 during the week and then Community Private Message you to confirm your customer account details and or details related to the original registration of the email address. Also requested will be the alternate email address and mobile number for password recovery Reset details.

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. Hackers set up or modify Filter rules to spy on your emails.

• Select the Main settings menu cog icon      top right on the blue header
• Select All settings
• Select Mail and scroll down to Rules
  Select the chevron icon > to see all defined Rules
  If there's no rule defined, that's perfect
• To delete a Filter rule including any Auto forward
  select the X icon to the right of the rule
  The icon background will turn red  X
  
• To confirm you really want to delete this Filter rule
  Select the blue Delete button

Let us know if you need more guidance.