topic Re: Cannot access my talktalk email account since the new system went live in Email

Cannot access my talktalk email account since the new system went live

BG1956 — Sat, 02 Sep 2023 10:09:59 GMT

I use Mozilla Thunderbird as my email system and since the new Talktalk Mail service went live it refuses to recognise the password I have always used. The password recovery facility to send reset links to an alternate email address or to my mobile also seems to have disappeared for me so it just sends reset links to an email address I cannot access.

Will this need a phone call to be able to resolve this?

Re: Cannot access my talktalk email account since the new system went live

Gondola — Sat, 02 Sep 2023 10:49:43 GMT

Can you sign in to webmail?

Select here: Sign in to TalkTalk Mail

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

Via the cog icon top right you can see the main menu and Update your Reset details for password recovery.

Re: Cannot access my talktalk email account since the new system went live

BG1956 — Sat, 02 Sep 2023 14:28:24 GMT

The system will not accept any of my passwords so cannot get into my address@talktalk.net.

I can get into my other TalkTalk email address@homecall.co.uk and can see the 'update your reset details' you refer to and on this account all the necessary information is there. It obviously isn't for my address@talktalk email.

Do you think if I speak to someone at TalkTalk they would be able to copy across my reset details? Both email addresses are on their system.

Re: Cannot access my talktalk email account since the new system went live

Gondola — Sat, 02 Sep 2023 14:36:01 GMT

It's possible that TalkTalk Tech Support will be able to verify your account and send a reset link to your homecall address.

A weak password or compromised email account can trigger a password reset or blocking of the mailbox to help secure customer data.

I'll let TalkTalk know that the password recovery options aren't available. A Community 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 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 icon  triple line icon top right on the blue header
(Mobile browser? use the desktop version)
Select Settings from the top of the menu
Select the inward facing arrowhead by Mail (or Email) in the left side panel
Select Filter Rules
If you see There is no rule defined then you need go no further.
To delete a Filter rule including any Auto forward
select the Dustbin icon  to the right of the rule
The icon background will turn red 
To confirm you really want to delete this Filter rule
Select the blue Delete button

Let us know if you need more guidance.

Re: Cannot access my talktalk email account since the new system went live

BG1956 — Sun, 03 Sep 2023 07:51:53 GMT

Thanks for your help Gondola. I telephoned TalkTalk Customer Services yesterday and they said they would arrange for me to be sent a reset link to one of my other mailboxes or by text to my mobile. They said I would receive it in about 30 minutes. That was at 3.30pm yesterday and I am still waiting. Ho Hum!

Re: Cannot access my talktalk email account since the new system went live

Chris-TalkTalk — Mon, 04 Sep 2023 07:54:58 GMT

Hi BG1956,

How are you getting on, have you heard anything since your last post?

Chris

Re: Cannot access my talktalk email account since the new system went live

BG1956 — Mon, 04 Sep 2023 10:20:40 GMT

Hi Chris,

Still no email or text I'm afraid.

BG1956

Re: Cannot access my talktalk email account since the new system went live

Ady-TalkTalk — Tue, 05 Sep 2023 12:25:44 GMT

Hi BG1956, I've sent you a personal message to obtain more information.

Ady