Problems with a talk21.com email address

[davidmciver]

I am having problems with my mother's email - a few days ago her email was hacked and started sending out fake emails, pretending to be her. We reset the password and that seemed to sort out the problem. Today she has discovered that she can no longer receive emails to her account. She can send them, but cannot receive any emails back.

I have spoken to a number of support staff at BT, who are all unable to help, because my mother does not have a BT broadband account, she has her broadband provided by talktalk. However talktalk are unable to help because they do not host talk21.com email addresses, BT do. So I've got BT telling me it's talktalk's problem, and talktalk telling me it's BT's problem. 

Can anyone shed any light on this?

[Keith_Beddoe]

Unless she is paying for BT Premium mail, then the talk21 account would be deleted.

http://bt.custhelp.com/app/answers/detail/a_id/44885/~/what-is-bt-premium-mail-and-how-do-i-get-it%3...

[davidmciver]

I'm not sure if it is deleted though, because she can still send emails from that account, and up until 2 days ago she was receiving them as well. Would a potential fix to this problem be to purchase a BT Premium Mail account today?

[Keith_Beddoe]

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@davidmciver wrote:

I'm not sure if it is deleted though, because she can still send emails from that account, and up until 2 days ago she was receiving them as well. Would a potential fix to this problem be to purchase a BT Premium Mail account today?

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It may have already been deleted. How long ago did she move from BT Broadband to TalkTalk?

Also see http://bt.custhelp.com/app/answers/detail/a_id/59666/~/what-happens-to-my-email-address-when-my-bt-b...

Quote "IMPORTANT: after 60 days all the email addresses associated with your account will be permanently deleted without further notice. Once deleted, your email address and any personal data held in the mailbox can't be recovered. And you won't be able to place an order for BT Premium Mail. "

[davidmciver]

She says she moved from BT to talktalk at least 10 years ago. If the account had been deleted surely it wouldn't still be possible for her to send emails?

[Andy_N]

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@davidmciverwrote:

I'm not sure if it is deleted though, because she can still send emails from that account, and up until 2 days ago she was receiving them as well. Would a potential fix to this problem be to purchase a BT Premium Mail account today?

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Hi.

How are these emails being accessed, webmail or client?

If it was hacked, there is a possibility of forwarding set to a different email address - sending is unaffected, but receipt will go to the forwarded address. Forwarding is only available on BTMail, and is set in webmail.

[davidmciver]

I'm not too sure. I think client? She accesses her email by going onto the yahoo mail or bt.com websites. Is it possible for her to use webmail to access her email so that we can set up forwarding?

Just had  along conversation with BT on the phone, but they are unable to help me unless they can speak to my mum on the phone for security reasons, which is not possible as she is mute, and there is no provision in place for verification that is non-verbal.

[gg30340]

If you are no longer a BT Broadband account holder BT will not usually assist you as you are no longer their customer and TT will not assist because it has nothing to do with them.

If your mother accesses her email by using a web browser it means that she is using webmail.

If that is the case you need to log onto her email account and go into the settings and check to see if an false reply address has been set up.

I don't have talk21 account so I can not give you specific instructions but it should be similar to this.

Go to settings then look for the "reply to" setting and click on it to check it is the correct email account that is entered.

If it is not the correct account, take a note of it and then change it to the correct one and click save.

You should also check "filters" and ensure that there are no filters set up. If there are you should delete them.

It may be the case that the talk21 email account can still use the "forward" facility so you need to look for that setting and ensure that no forwarding address has been set up and if one has take a note of it then delete it.

If you have noted any email addresses that you did not add you should contact the Police at Action Fraud and inform them.