topic Re: Suspended Email Account in Email

Suspended Email Account

AlexBryant — Thu, 05 Oct 2023 20:52:56 GMT

I need some help to recover my suspended account. I am able to login to the account, change my password, but cannot receive any emails. I called customer service today and they're solution did not work, plus they hung up on me. I need to be able to receive emails in order to manage other accounts. Please can someone provide me with urgent assistance.

Re: Suspended Email Account

Gondola — Thu, 05 Oct 2023 20:59:49 GMT

When you say you cannot receive emails, is that no incoming emails at all appear in your Inbox? What happens when you use a non-TalkTalk mailbox, e.g. Gmail, to send your tiscali mailbox a message? Does that get sent and appear in the Inbox?

Heads up that currently, no mail from TalkTalk Mail mailboxes to other TalkTalk mailboxes is being received. There's a problem with on-platform email. The incident is being worked on and you can track it on the Service Status (Email) page.

Have you signed in to webmail and checked that your mailbox does not have an auto forward set or other filter rules that may be diverting emails from your Inbox?

Select here: Sign in to TalkTalk Mail

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

Re: Suspended Email Account

AlexBryant — Thu, 05 Oct 2023 21:02:13 GMT

Yes, no incoming emails appear in my inbox. The background to the matter is that I recently happened upon my login details for my email account and when I logged in it said that my account would be suspended on 18 September 2023. As I mentioned previously, I can access my email account and change my password, but am not receiving any emails. I assume that is because the account has been suspended. However, I need to recover this account and need to be able to receive emails.

Re: Suspended Email Account

AlexBryant — Thu, 05 Oct 2023 21:05:01 GMT

I have just sent an email from another non-TalkTalk account and, alas, no luck.

Re: Suspended Email Account

Gondola — Thu, 05 Oct 2023 21:07:54 GMT

If you can sign in to webmail and see your mailbox folders in your mailbox then it clearly hasn't been suspended.

So would you like to clarify exactly what happens when you sign in and what you see. Screenshots are useful so we can see what you see. Image edit to redact personal data before uploading here.

Re: Suspended Email Account

AlexBryant — Thu, 05 Oct 2023 21:06:45 GMT

That useful to know. How then do I resolve the non-receipt of emails issue?

Re: Suspended Email Account

Gondola — Thu, 05 Oct 2023 21:09:51 GMT

Screenshot so I can see which mail platform you're on and I'll tell you how to check for filter rules and mailbox security.

Re: Suspended Email Account

AlexBryant — Thu, 05 Oct 2023 21:14:26 GMT

Thank you for the assistance.

When I login, my inbox appears and I can access all the other folders.

I get no error message when I login.

My inbox contained an email from Talk Talk which reads as follows:

"We recently contacted you to let you know that after a review of your TalkTalk email account [...], we have identified that it has not been accessed or used for over 365 days. Under the Terms and Conditions that you were given when taking TalkTalk broadband, we have the right to close and delete email accounts that have not been accessed for a minimum of 180 days. Under these Terms we have made decision to suspend your email address on 19 August 2023, and all email content will be permanently deleted on 18 September 2023."

However, all of my email content is still in my inbox. The only thing I am unable to do is receive messages, which is the facility that I need.

Re: Suspended Email Account

Gondola — Thu, 05 Oct 2023 21:20:33 GMT

You're not giving me the answer to my question so let me approach this another way.

What happens if you enter your email address and complete the reCAPTCHA security at the verifalia.com website? Does that say Deliverable or Undeliverable when it does the verification check on your mailbox.

Re: Suspended Email Account

AlexBryant — Thu, 05 Oct 2023 21:35:10 GMT

Apologies. It says that it is undeliverable. What are my next steps?

What can I do if the account is 'Undeliverable'?

Re: Suspended Email Account

Gondola — Thu, 05 Oct 2023 21:34:47 GMT

OK, so that does mean the mailbox is likely to be suspended and not active on the mail platform. The mail you sent earlier would have received a bounceback error code also to advise that the address is not accepting mail.

It's up to TalkTalk now to decide whether to unsuspend the mailbox or not. It's obviously been flagged for deletion for some time so the system may delete it without further notice as the message from TalkTalk indicates.

If you wish to 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 customer email address and account number

Check and Save changes

Select here: Update your profile

I'll request TalkTalk Support take a look and see if it's possible to withdraw the full deletion process.

Re: Suspended Email Account

AlexBryant — Thu, 05 Oct 2023 21:39:33 GMT

Gondola,

Thank you very much. That is most helpful. Please do request TalkTalk assistance and I shall update my details.

Re: Suspended Email Account

AlexBryant — Fri, 06 Oct 2023 18:51:06 GMT

Dear Gondola and others on the community, I have not yet been contacted by TalkTalk technical support. When can I expect to be contacted and assisted?

Re: Suspended Email Account

Gondola — Fri, 06 Oct 2023 19:08:52 GMT

I had expected Ady-TalkTalk to be online today to pick up this topic. However, not seen him online at all so I'd expect you to be contacted from Monday onwards as there's no weekend support.

Re: Suspended Email Account

AlexBryant — Fri, 06 Oct 2023 20:34:18 GMT

Thanks Gondola.

Re: Suspended Email Account

Ady-TalkTalk — Mon, 09 Oct 2023 07:27:14 GMT

Hi AlexBryant, I've requested that your mailbox be restored to full service.

Ady

Re: Suspended Email Account

AlexBryant — Mon, 09 Oct 2023 18:45:03 GMT

Dear Ady,

Thanks for this. Do you know when my mailbox will be restored?

Alex

Re: Suspended Email Account

Ady-TalkTalk — Tue, 10 Oct 2023 05:39:48 GMT

Hi Alex, it was restored yesterday afternoon.

Ady

Re: Suspended Email Account

AlexBryant — Tue, 10 Oct 2023 22:23:25 GMT

Hello Ady,

I'm afraid that I'm still not recieving any emails in my inbox. Please could you help? Thanks

Re: Suspended Email Account

Gondola — Tue, 10 Oct 2023 22:38:34 GMT

Hi Alex

Check to make sure there is no Auto forward or other Rules that might be diverting mail from the Inbox.