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Chris L.
Chris L., Support Specialist
Category: Computer
Satisfied Customers: 4864
Experience:  Certified Computer expert with over 10 years experience.
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I cannot receive emails after being hacked. I have followed

Resolved Question:

I cannot receive emails after being hacked. I have followed your instructions by going to Options etc., on POP access and forwarding Forwarding is selected and I cannot undo this. It says forwarding to [email protected] - is this who has hacked my account? JOan Summerell
Submitted: 3 years ago.
Category: Computer
Expert:  Jerry Hannell replied 3 years ago.

XXXXX XXXXXnell :

hello sir/madam

XXXXX XXXXXnell :

I would like to help you, please let me know when you are ready

Customer:

Now

XXXXX XXXXXnell :

hi,

XXXXX XXXXXnell :

are you unable to access your email?

Customer:

I can access but not receive, I have sent one email today and asked for a response if received

XXXXX XXXXXnell :

is it gmail?

XXXXX XXXXXnell :

(your email)

Customer:

BT yahoo mail

XXXXX XXXXXnell :

can you do this

XXXXX XXXXXnell :

Near the upper-right corner of the page, select More Options from the Options menu.

XXXXX XXXXXnell :

The General options page appears.

XXXXX XXXXXnell :

In the left column, select the POP & Forwarding option.

XXXXX XXXXXnell :

On the POP & Forwarding page, be sure that the Allow your Yahoo! Mail to be POPed option is selected.

XXXXX XXXXXnell :

On the POP & Forwarding page, make sure that the Forward your Yahoo! Mail option is selected.

XXXXX XXXXXnell :

do you see your own email here?

Customer:

will do may take few mins I have now clicked on the Access BT Yahoo Mail via POP

XXXXX XXXXXnell :

now can you go to

XXXXX XXXXXnell :

On the POP & Forwarding page, make sure that the Forward your Yahoo! Mail option is selected.


XXXXX XXXXXnell :

do you see any email addresses there?

Customer:

the Forward to another email address there is no email address there now

XXXXX XXXXXnell :

is it empty?

Customer:

yes

XXXXX XXXXXnell :

so there will be no problems. your incoming emails will not be redirected to any other email address

XXXXX XXXXXnell :

you can check it, can you send a message to your own email address. are you able to receive it?

Customer:

should they now come to me? was the address that was there the hacker? if so, should I report it to someone?

XXXXX XXXXXnell :

do you know who kvicic is?

Customer:

no idea

XXXXX XXXXXnell :

yes, they should come now.

XXXXX XXXXXnell :

it seems somebody accessed your email before.

XXXXX XXXXXnell :

emails will come now. but I recommend you to change your password XXXXX a stronger one

Customer:

do I put my name if the Forward to box? I have changed my password XXXXX week

XXXXX XXXXXnell :

no, you can keep the forward box empty

XXXXX XXXXXnell :

if it is empty, it means there will be no any redirection

XXXXX XXXXXnell :

so there will be no problems

Customer:

ok sending an email now

XXXXX XXXXXnell :

waiting

Customer:

nothing as yet, nothing in "sent" box

XXXXX XXXXXnell :

let's wait

XXXXX XXXXXnell :

it should arrive soon

Customer:

I'm not very patient!

XXXXX XXXXXnell :

can you refresh your inbox

XXXXX XXXXXnell :

you can press F5

Customer:

OK

Customer:

still nothing

XXXXX XXXXXnell :

are you using your bt email from another location? from your ipad or iPhone for example or any other device ? because if you are accessing your emails from another location, it deletes the message from the server

Customer:

I have no other device

XXXXX XXXXXnell :

can you go to POP & Forwarding page again

XXXXX XXXXXnell :

is there an option to "disable" the forwarding feature?

XXXXX XXXXXnell :

something like "do not use forwarding" option

Customer:

that other address appears in the box, only two options forward to another address and access BT via POP

XXXXX XXXXXnell :

can you change that address?

XXXXX XXXXXnell :

(type another email)

Customer:

will try

XXXXX XXXXXnell :

waiting

Customer:

I have put my own in

XXXXX XXXXXnell :

ok, can you save

XXXXX XXXXXnell :

and now can you try to send a message to your own email

XXXXX XXXXXnell :

and check if you are able to receive it

Customer:

not sure, it says store and forward, or a save box which seems to be near Access your BT mail elsewhere

XXXXX XXXXXnell :

can you press save

Customer:

Error invalid request

XXXXX XXXXXnell :

can you try again

Customer:

still error hope I am not doing something wrong - sorry for this

XXXXX XXXXXnell :

can you close bt page fully

XXXXX XXXXXnell :

and open your email again

XXXXX XXXXXnell :

and try again

Customer:

oh dear, same again, that other name was there, I have deleted and put mine, message says error, a ? says while forward is on you will not get emails in Yahoo box

XXXXX XXXXXnell :

can you disable the forwarding feature completely?

Customer:

only by clicking on to XXXXX via POP

XXXXX XXXXXnell :

can you go there

XXXXX XXXXXnell :

what are your options?

Customer:

yes, Dont download Spam mail, Download Spam with no special indicators, Download Spam, but prefix the word "Spam"

XXXXX XXXXXnell :

is there a checkbox that says: "access bt yahoo mail via POP" ?

XXXXX XXXXXnell :

is it checked or unchecked?

Customer:

I am checked into Access BT Yahoo mail via POP the choice "Dont load Spam mail"

XXXXX XXXXXnell :

can you uncheck it

XXXXX XXXXXnell :

(remove the tick)

XXXXX XXXXXnell :

and press SAVE

Customer:

I can only uncheck it by going on to For BT Yahoo mail to another email address, option store and forward, when I press save the error message comes up

Customer:

It is not a check box to tick, it is select the dot

XXXXX XXXXXnell :

can you send me a screenshot of the screen you are looking at now, so i can see how it looks like

Customer:

how do I do that?

XXXXX XXXXXnell :

can you press print screen button

XXXXX XXXXXnell :

do you see the prnscr key on your keyboard?

XXXXX XXXXXnell :

(at top)

Customer:

yes, then ?

XXXXX XXXXXnell :

can you press it

XXXXX XXXXXnell :

and then open word program (do you have word by the way?)

XXXXX XXXXXnell :

(microsoft office)

Customer:

yes I have pressed key

XXXXX XXXXXnell :

and then open word program (do you have word by the way?)





3:18 PM



(microsoft office)



Customer:

yes have opened word

XXXXX XXXXXnell :

can you press CTRL+V

XXXXX XXXXXnell :

you see the screenshot you took ?

Customer:

yes (never used that before)

XXXXX XXXXXnell :

now can you save your word document on your desktop

Customer:

have done

XXXXX XXXXXnell :

now can you go to www.wikisend.com and upload your document

XXXXX XXXXXnell :

it will give you a download link, can you give me the download link so i can download it and see the screenshot

Customer:

sorry not sure how to do this, message saying do I want to leave this page

XXXXX XXXXXnell :

can you open a new browser window

XXXXX XXXXXnell :

by pressing CTRL + N

Customer:

yes have put in the www address

XXXXX XXXXXnell :

are you in wikisend now?

Customer:

yes will go back to it when have your message

XXXXX XXXXXnell :

can you go to wikisend, and try to upload your document now

Customer:

hope4 I have sent it

XXXXX XXXXXnell :

did you see the download links ?

Customer:

yes

XXXXX XXXXXnell :

can you copy the download link and paste it here

Customer:

having a job pasting


 

XXXXX XXXXXnell :

can you copy the link and paste it here

Customer:

why can I not do this


 

XXXXX XXXXXnell :

remote assistance may be needed. let me opt out and open this question to other experts for remote assistance.


Customer:

sorry


 

Customer:

Access your BT Yahoo Mail elsewhere.


Save




Access BT Yahoo Mail via POP
Don't download spam email Download spam with no special indicators Download spam, but prefix the word "Spam"


Help


Forward BT Yahoo Mail to another email address:
email address

 





Customer:

Please tell me what is happening if anything

Expert:  Chris L. replied 3 years ago.

Hello my name is XXXXX XXXXX certified computer professional with over 10 years experience. I will be happy to help you.

I would like to connect to your computer to see if I can resolve this issue for you. Please let me know if you would like to try that.

 

I see you are offline at this time and I may be offline when you see this message so if you would like please leave me a time you will be available and we try to get it sorted for you.

Thanks

Customer: replied 3 years ago.

sorry I have had visitors, I would be most grateful if you could sort this out, I would have an hour now, then possibly not until tomorrow

Customer: replied 3 years ago.

Relist: Other. I am awaiting someone to link up with my computer, I am only free for an hour now. I am not very happy, this is the second time I have approached Just answer this week to a cost of £56 and problem still not sorted.

 

No point sending an email as this is the problem I cannot receive emails since being hacked this week

 

7.30pm I have just found my emails back - thank you very much - I hope all resolved Thanks, XXXXX XXXXX

Expert:  Chris L. replied 3 years ago.
Joan,

I am very sorry for any inconvenience, we kept missing each other because of time difference.

It sounds like you are all set now, but if it turns out you need more help please let me know.

I am located in EST time zone by the way. I will be off until tomorrow should you need me.

Thank you,
Chris
Customer: replied 3 years ago.

sorry but I am still not receiving my emails, the Mail Options still reads Forward Bt Yahoo mail to another address - [email protected] - is this the person who has hacked my emails? Please advise as to what I do now. Thank you

Expert:  Chris L. replied 3 years ago.

Hello,

Sorry for the delay. Many times when someone hacks an email account they add a forwarding address. The reason is, so no one can email you and tell you that you were hacked. It is not the hackers email address it is just a rubbish email address that likely doesn't lead anywhere. The purpose is to direct all messages out of your inbox so you don't get mail. They usually make the address look like your own except for maybe a 1 letter difference. That way you think it is meant to be there and leave it.

You need to delete the forwarding address and confirm that forwarding is turned off. The forwarding address box should be blank, nothing should be in there.

Once you remove it your mail should work again.
-Chris

Customer: replied 3 years ago.

Thanks will try that again.

Expert:  Chris L. replied 3 years ago.
Please do and let me know if you need help.

Thanks!
-Chris
Customer: replied 3 years ago.

I have done this and I am now receiving e mails and trusting the ones I have sent will be received. Thank you very much.

Expert:  Chris L. replied 3 years ago.
That is great news!

Yes you should be all set going forward.

If you have a moment please rate my service below, positive ratings are how I receive credit for assisting.

Thank you,
Chris
Chris L., Support Specialist
Category: Computer
Satisfied Customers: 4864
Experience: Certified Computer expert with over 10 years experience.
Chris L. and 3 other Computer Specialists are ready to help you