topic Re: Legacy email inaccessible in Email

Legacy email inaccessible

BevTalk62 — Wed, 20 Dec 2023 20:52:27 GMT

Posting on behalf of my dad 82. He cannot access his account or mail (on iPad) as he keeps getting messages saying email/password combinations are not recognised. The email was updated upon advice from TT during a phone chat on Monday. I sat with him and saw email confirmation of the change. The system timed him out as he was on the phone and subsequently he was in effect locked out.
None of the changes were made independently, they were all on verbal advice from TT colleagues on the phone. We asked was it the current email issue of the dashboard, customer service didn’t know. However today we have received advice from a Customer Service Manager that we should add a completely new email and link the old one in My account. But he couldn’t guarantee it would work!,

I am beginning to suspect that the left hand does not know what the right hand is doing, where Customer Service are concerned. Would the best course of action be to monitor the email issue and wait a few days? I feel I am being pushed to act, as a complaint is now active due to lack of progress in this matter.

I haven’t added dads detail in my profile info, as I really just want to know whether to simply wait a few more days or if the fix suggested is going to work. Conversation on this forum would suggest that a solution hasn’t yet been found.

Re: Legacy email inaccessible

Ady-TalkTalk — Thu, 21 Dec 2023 08:03:05 GMT

Hi BevTalk62, there has been an open incident for an issue with the password reset journey. I'm just waiting to see if it has been resolved yet. If it has another reset should sort the problem.

Ady

Re: Legacy email inaccessible

BevTalk62 — Thu, 21 Dec 2023 08:12:15 GMT

Thanks. In short, I think I will just hang on a little longer before trying to tie myself in knots.! Will keep watching the service centre dashboard.

Re: Legacy email inaccessible

Ady-TalkTalk — Thu, 21 Dec 2023 11:34:02 GMT

I've been unable to find out when the fix is expected due to the work required.

Ady

Re: Legacy email inaccessible

BevTalk62 — Thu, 21 Dec 2023 12:58:52 GMT

Again, thank you for the info. My common sense is telling me to wait till the issue is fixed before attempting to do anything requiring passwords/emails. Following all the updates with interest.

Re: Legacy email inaccessible

BevTalk62 — Fri, 22 Dec 2023 17:52:50 GMT

Not sure if this is the place, but I need to create a trail for this ongoing issue with Dads email. I do have a complaint reference but not sure who to contact. I was promised a call back between 14:00-16:00 today 22/12/23 from the Customer Service Manager allocated. It did not happen. I made a special trip to be at dads house which was a waste of time. As the wider issue with email is still ongoing according to Service Centre Dashboard, I am resigned to wait until it is before altering specific details of Dads account.

Re: Legacy email inaccessible

Gliwmaeden2 — Fri, 22 Dec 2023 18:42:11 GMT

Normal service on the community won't resume till after the New Year, @BevTalk62.

Customer support via Chat etc listed here:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Re: Legacy email inaccessible

BevTalk62 — Thu, 28 Dec 2023 10:18:57 GMT

Any update on this ongoing issue- 82 year old dad without email for over a week. A call is booked later,but wondered if the helpful community could give me some information to take to the conversation.

Dads details added to community profile notes.

Re: Emails

BevTalk62 — Thu, 28 Dec 2023 10:09:23 GMT

You state TalkTalk mail is operating as normal. The email issue is still amber on the status dashboard, my dad hasn’t received email since last week when his log in/password combination was not recognised despite it being set up a few minutes before with assistance from the customer services operator on the phone. Is the issue resolved? I ask as he is 83 and to have to make changes to his email (used for hospital, doctor, family) is quite a challenge for him.

Re: Emails

Gondola — Thu, 28 Dec 2023 10:22:04 GMT

Your post has been merged back to your own topic.

TalkTalk Mail is working normally for send and receive.

Yes, Service Status is still reporting a password reset issue impacting some customers and that issue was being investigated.

Re: Emails

BevTalk62 — Thu, 28 Dec 2023 10:48:14 GMT

Sorry to be a nuisance. Am I correct that until he can reset his password/login he can’t access his email? He was told to use webmail, (which is unfamiliar to him) but TT won’t recognise his login/password so he cannot do this, even with help. Just renewed a contract for two years so this ongoing issue is annoying and disappointing.

Re: Emails

Gondola — Thu, 28 Dec 2023 11:00:32 GMT

The normal process for a forgotten email password for a TalkTalk customer connected to the TalkTalk network is as follows:

The Reset password now button in the help article Changing your email password will take your father to password reset and recovery.

If he has set up password recovery options, in advance, that he recognises from the *****hints, then he can send the alternate email address a link or the mobile a 6-digit code to authorise a password reset.

Please confirm that your father has himself tried this password reset process.

Re: Emails

BevTalk62 — Thu, 28 Dec 2023 15:13:29 GMT

Sat with him, and under the direction of TT Customer Service Manager was talked step by step through the process before the Christmas break. We were unsuccessful several times. Told to wait 24 hours so as not to exceed login attempts. A promised call from TT was not received and that is rebooked for later. Despite giving my phone details as recovery contact the TT staffer said they were not visible, even though it was him I had set them up with the day before! So far unsuccessful at each attempt. Worrying for him and frustrating for me!

Re: Emails

Gondola — Thu, 28 Dec 2023 15:59:47 GMT

What I need to know is does your father see the hinted at password recovery options (or just the last digits of your 'phone number) when he enters his email address in the Changing your email password journey via the link to the help content that I gave in my previous post.

Re: Emails

BevTalk62 — Thu, 28 Dec 2023 16:14:11 GMT

Hopefully will update tomorrow when I am at his house. Thanks for keeping me informed.

Re: Emails

Ady-TalkTalk — Mon, 01 Jan 2024 08:26:38 GMT

Hi BevTalk62, how did you get on at dad's?

Ady

Re: Emails

BevTalk62 — Mon, 01 Jan 2024 13:45:04 GMT

Hi, thanks for asking. Spent over 2 hours on phone to TT, who confirmed dads email is registered to his account. His recovery info is my mobile and my alternate email address. Some conflict of information about how to get back into his account, but I have a call booked tomorrow so fingers crossed. Dads details are now in my community profile. Been given the run around as far as customer service is concerned, but have a complaint open which I will pursue once the account is open to dad again. Can I ask for a link for the email client settings for setting up his email on his iPad. It’s currently set, but want to check the settings are up to date. Thanks for your continued help.

Re: Emails

Ady-TalkTalk — Tue, 02 Jan 2024 07:47:05 GMT

Hi BevTalk62, I'm a little lost now. Does dad just need new password recovery details or is it that his email account isn't working at all? We can help on here and save you the trouble of the call.

Email Settings.

Ady

Re: Emails

BevTalk62 — Tue, 02 Jan 2024 10:23:33 GMT

@Ady-TalkTalk @So, if you are confused, imagine how an 82 year old and his 60 year old daughter feel 😂. He needs his password resetting, which in turn I think would mean he has to change this password in his email settings on his iPad. To me this seems a simple task. Am I wrong? The call is at 14:00 today Tuesday.

Recovery details, which contact either my mobile or email address are correct as per our conversation with TT at weekend.

Re: Emails

Ady-TalkTalk — Tue, 02 Jan 2024 12:53:26 GMT

Ok that makes sense. Password Reset appears to be working again now. Would you like me to get the password reset tool updated for you? If you do please add the affected email address, alternate email address and mobile number.

Ady