Inbox e-mails after a short while are being transferred to "Delete" and then deleted

[Searcher9]

Was hacked last Saturday – 22 Nov 25. Nightmare.

Changed password and changed the hacker’s settings back to normal.

Lost some e-mails so had a Sky re-store [2950!].

Missing em-s not restored.

Then normal quantity of e-mails not received – virtually nil.

Contacted Sky – on telephone overseas for 3 hours yesterday – 26 Nov 25.

Sky had de-registered my e-mail a/c … so Skyman re-registered.

Skyman sent about 9 e-mails.

Saw a couple of e-mails disappear from web a/c and go to “Delete” then disappear completely.

Nothing in “Archive”.

Skyman said would probably take several days to settle down.

Still have situation of e-mails being transferred to Delete then disappearing !

Can anyone come up with an answer ? Trying by phone is such hard work !

Thanks in anticipation. Fingers crossed.

[Mark39]

@Searcher9 typically a hacker will set up a filter to divert incoming emails to your Deleted or Spam folder. You'll need to delete it. While you're there, look for anything else you didn't set up.

Go to Settings, More Settings, then Filters. Use a desktop or laptop PC or a mobile device in desktop mode to see the options.

I believe also that if you're using Basic email, you'll need to switch to the Advanced format.

[Searcher9]

Thanks for reply Mark 

... . but I have done all that after password change and checked and re-checked including when talkingto Skyman.

Regards

Searcher9

[Mark39]

@Searcher9 unless the hacker still has control of your account, I don't know of any other reason for this. I'd suggest re-checking for Filters (I'm quite surprised that a Sky adviser would have such detailed knowledge, to be honest).

[Searcher9]

Mark hello

Thanks for feedback.

Have just re-checked filters. Zero : 0 out of 500 available !

Maybe I just have to wait for a/c to settle as Skyman suggested ?! Not confident.

Regards

Searcher9

[jayach]

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@Searcher9 wrote:

Saw a couple of e-mails disappear from web a/c and go to “Delete” then disappear completely.

Nothing in “Archive”.

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If you mean they went into the inbox, and then moved to deleted items, it's unlikely to  be a filter as if it was, they shouldn't get into the inbox at all.

It does sound like someone still has access to your account. If they had set up a generated app password changing your password would not deny access that way. Unfortunately Sky have removed our ability to delete unwanted app passwords, possibly Sky could still do it if you asked them, but finding someone who would understand what you want won't be easy.

[Searcher9]

jayach hello

Thanks for response.

So maybe I am not losing my marbles - even if I am losing e-mails !

Finding someone at Sky  ...... know what you mean !  Communication has been really hard work.  

In then first place the hacker set up a filter around "@" to redirect to "Detected Items" - which I then removed.

My current probelm seems to indicate the problem being  at Sky servers.

My other problem of course is the humongous amount of time this is all taking !

Thanks again

Regards

Searcher9 

[Mark39]

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@jayach wrote:

If they had set up a generated app password changing your password would not deny access that way. Unfortunately Sky have removed our ability to delete unwanted app passwords, possibly Sky could still do it if you asked them, but finding someone who would understand what you want won't be easy.

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@Searcher9 I agree with @jayach that use of a generated app password is the likely cause - something I had completely overlooked.

An app password, used to authenticate your login via an email app, completely bypasses your normal login password so resetting it won't stop a hacker. 

[Searcher9]

Mark and all 

Thanks for feedback.

Now feel that I am getting out of my depth !

So what is the best way forward ?

Scrubbing my Sky Yahoo a/c comes to mind but that will involve a great deal of contact work afterwards.

Wait for any bright ideas.

Am pretty exhausted  right now ! ☹️  

[Mark39]

@Searcher9 all you can do is as @jayach suggested - call Sky (again, I'm afraid) and see if they can disable or delete any app passwords created for your account. That will stop the unauthorised access. It might be a bit of an endeavour finding a Sky adviser who knows what you're talking about, so be prepared!

As you've reset your Sky ID password, the hacker won't be able to generate a new app password (providing your new password is a strong one!), but you will.

[jayach]

@Searcher9 

As Sky doesn't give us a way to manage our app passwords, try logging into Yahoo here, using your Sky credentials:

https://login.yahoo.com/myaccount/security/

And see if you can see anything suspicious. Scrolling down to "Recent account activity" should show if an app password was created recently.

If there is an app password created, and it wasn't by you, scroll back up to "External connections" and there is an option to delete them. I wasn't expecting it to work, but I deleted one, and now my Outlook login isn't working so it did work.

Do let us know what you find.

[Searcher9]

Mark hello

Thanks for reply. Yes that is the conclusion that I had come to.  

I am obliged to be out most of tomorrow so I am spending time preparing a report on the events - this will be more effective and less hassle when communicating online. 

I have used Co-pilot several times for minor problems in past months  and found it brilliant.

Also I have a readily accessible Computer man - altho not always lightning in return.

It all takes extremely valuable time  so I am easing my addled brain by writing things down and preparing for the communication

exercise(s). Will return to the fray Friday evening and Saturday by contacting Sky. Wish they would change the tape on the magic robot answering service !

Many thanks to you and all for your posts.    

[Searcher9]

@jayach

Many thanks . That sounds great - altho not being able to use your Outlook login makes me very nervous !

How would I overcome  the resultant possible/probable problem ?!

[jayach]

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@Searcher9 wrote:

@jayach

Many thanks . That sounds great - altho not being able to use your Outlook login makes me very nervous !

How would I overcome  the resultant possible/probable problem ?!

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Just create a new generated password. https://www.sky.com/sky-yahoo-mail/manage-apps that's what I've done.

Do you use Outlook, and if so which one? Are you using generated passwords at all?

[Searcher9]

@jayach 

Thanks again ! Will have a bash  .....  but tomorrow  as have an obligatory event tomorrow and must leave PC shortly.

Will be back in touch in due course - Fri/Sat.