Lineone Email issue

[DeeTed71]

I have had a lineone email account for around 20 years. not associated with talk talk other than they own the group which looks after the email domain. On Monday my email stopped working, quoting password issues, and when i try to reset the password, the only option is via email, but i am not receiving any emails, so i can never get the reset email.

I had an historic talk talk tv account which was closed around 2021, and there was a small balance sold on, however i've spoken to the company looking after that and they have nothing do with with a non talk talk matter. The email on my old talk talk tv account was not the email i'm having issues with, the lineone email im having issues with is a webmail account, after reading online, i possibly need to purchase the mail plus from talk talk, but after spending almost 2 hours chatting yesterday with advisors, they advised there is nothing they can do and as my TV account was disconnected. My email has nothing to do with my TV account. To make matters worse, I am currently dealing with the estate of my mother, and am (or was) getting emails on a daily basis in relation to this, which is causing me even more worry. Within my outlook app on mobile and on laptop, it's asking for my password, which hasn't been changed in a number of years, but it's not accepting it, and as mentioned above the only option of resetting it is via an email link, which will not deliver to my email as i can't get into my emails. I'm in desperate need of help to get this fixed as soon as possible.

[Ady-TalkTalk]

Hi AlliH92, please start your own thread and we'll be happy to help. 

Ady

[AlliH92]

I have exactly the same issue with my account as DeeTed71. I have had the old lineone account for years and use it a lot. I have had an online chat and been through all of the security checks and am awaiting the sending of an email to an alternative email address so that I can potentially access these emails again but I haven’t received anything as yet. Can anyone help at all? Thank you.

[Ady-TalkTalk]

Hi DeeTed71, I can put the request through for you, but it won't be changed at the moment due to an incident. I don't have a timescale for it to be fixed, but hte team are working on it. I've sent you a personal message to obtain the information.

Ady

[Gondola]

There are two issues here.

1. Mailbox password changes may not be taking place due to a fault condition
   TalkTalk were awaiting confirmation of a fix by the TalkTalk Mail platform vendor
2. But the key issue is you haven't set up any password change options for your lineone.net email address
   To start a password change you need to set up Reset details in TalkTalk Mail webmail so there's the options of an alternative email address or a mobile number for you to collect the password change link or code

I'll let TalkTalk Support know that the password change options aren't available. 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):

 Alternative mobile contact number. Full address with postcode (in the Location box)

 Scroll down to Private notes to add the lineone.net email address needing password change options setting up

 Check and Save changes

Select here:  Update your profile

A TalkTalk Support member will reply to this thread 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.

Let us know if you need more guidance.