TalkTalk Deregistered the email address for MyAccount

[Anonymous]

TalkTalk created a new problem for me today by deregistering the email address for MyAccount without any notification. I only discovered this when trying to log in to the Community, and seeing a response stating "Sorry, your email address is not recognised".

After a tedious time in chat sessions, I eventually got access to MyAccount again. The agent could not register the email address that was previously registered, so I had to create a new email account especially for MyAccount. Once I had access to MyAccount, I changed the email address back to what it was before TalkTalk de-registered the email address.

I have no idea why TalkTalk de-registered the email address, and so don't know whether it will happen again.

Usually, whilst logged into MyAccount, it is possible to access my TalkTalk Community account without having to go through the login process, but that is not the case for me today, so I went through the login process, using the same email address that I previously used for the Community (the same one I am/was using for MyAccount) to obtain a secure access code.

Having entered the code, as I suspected, I am being treated as a new user. If I try to link my existing community account user name 'nameunknown', the response is "The account has been linked already.", hence I have (I hope) temporarily created a new community user name 'nameunknown0'.

Can you sort this out, so that I can continue using my previous account user name 'nameunknown'?

[nameunknown_]

@nomfezeko-TT 

In a private message on 4 August you said "Thank you, kindly give me a moment as I consult on my end. " I have received no further response yet.

Earlier this morning, I had the idea of switching off my TalkTalk modm/router for 20 minutes, in order to get a different IP address, in case for reasons unknown to me TalkTalk was preventing me from accessing the Community using the IP address I had. It's annoying that TalkTalk technical support did not think of that, instead wasting an hour of my time with tests I knew would not resolve anything.

Changing the IP address has resolved the Community log in issue. I have successfully logged in using my email address and an access code.

I would have liked to use my nameunknown Community account instead of the one I am currently using nameunknown_, but it's not that big an issue, so let's just leave as is.

[nameunknown_]

@nomfezeko-TT 

You have correctly understood what I am asking. Thank you for that.

With regard to the email address I am using, I am absolutely certain that I am using the correct email address. I will send you the email address by private message.

[nomfezeko-TT]

Hi@nameunknown_Thank you for reaching out to us regarding your TalkTalk Community account access issue. I understand how frustrating it can be to have to go through multiple steps just to log in.

To clarify, you would like us to link your nameunknown Community account to your existing Community login, rather than the nameunknown_ Community account. Additionally, it seems that you're encountering a problem where your email address is not being recognized, preventing you from receiving a code to log in directly.
 

Here’s how we can assist you:

Email Verification: Regarding the issue with your email address not being recognized, I recommend double-checking that the email you are entering is the one associated with your Community account. If it is correct and still not working, we can investigate further.

Next Steps: Please provide me with the email address you are trying to use, and I will ensure that our team looks into this issue promptly.

Once we have this information, we can work towards a resolution and get you back to a more convenient login process. Thank you for your understanding, and we look forward to looking into this. 

[nameunknown_]

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@kanya-TT wrote:

Regarding the first issue, @Gliwmaeden2 has provided a thorough response, and there's nothing more we can do beyond that.

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On ‎02-08-2025 03:03 PM

@Gliwmaeden2 wrote:

You can only hang onto one Community ID at a time, @nameunknown_

I am not asking to have access to more than one Community account.  Instead, I am asking  TalkTalk to link my nameunknown Community account to my Community login rather than the nameunknown_ Community account.

@Lorrainef  or @StephenF  may be able to assist on how to do this.

On the 2nd issue, I should be able to log in using:

Community Login

After entering the email address, and clicking on Continue, this pops up briefly:

Authenticating

Then it appears to not recognise the email address as being valid, and so returns to the login page again, instead of sending a code, and proceeding to the code entry page.

As a result I am currently left with a far less convenient, indirect way of accessing my TalkTalk Community account, which involves opening the TalkTalk MyAccount login page https://auth.talktalk.co.uk/login/, entering my email address and password, solving the reCAPTCHA, waiting whilst MyAccount loads, and then returning to the TalkTalk Community page to access my TalkTalk Community account.

I would like TalkTalk to resolve the issue that is preventing me from logging in to my Community account using my email address and a code.

I don't think I can make the issue that I want TalkTalk to resolve any clearer than that.

[kanya-TT]

Regarding the first issue, @Gliwmaeden2 has provided a thorough response, and there's nothing more we can do beyond that.

As for the second issue, it's something we cannot modify on our end. Logging in first to Myaccount is essential for verification, as it confirms that the individual on this page is either a verified account holder, a nominated user, or an authorized user.

Kanya

[nameunknown_]

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@kanya-TT wrote:

Thank you for the clarification. Just to confirm my understanding, the current issue is with accessing the TalkTalk community page after logging into your MyAccount, correct?

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That is an incorrect understanding.

There are two issues.

The first issue is that I do not have access to the nameunknown (https://community.talktalk.co.uk/t5/user/viewprofilepage/user-id/764753) TalkTalk Community account, which I was using before TalkTalk de-registered MyAccount the first time. I would like to use the nameunknown Community account, instead of the new one I had to create, nameunknown_, in particular, so that I can regain access to my private messages. Please can you link my nameunknown Community account to my Community login rather than the nameunknown_ Community account.

The second issue is that I cannot access my TalkTalk Community account without first logging in to MyAccount. I would like to use the more convenient method of obtaining a code via email for logging into my TalkTalk Community account. When I attempt to do that, after entering my email address (the one I use to log into MyAccount), and click on Continue, the page simply refreshes with my email address stll in the email address box. I would like that sorted out.

[kanya-TT]

Thank you for the clarification. Just to confirm my understanding, the current issue is with accessing the TalkTalk community page after logging into your MyAccount, correct?

Kanya

[nameunknown_]

@kanya-TT 

I responded to your earlier question, referring to my previous post where it says "It is re-registered again now."

Subsequently you have sent me a private message stating "Your mayccount [sic] shows as registered here on our end."

Please refer to this post again:

https://community.talktalk.co.uk/t5/Billing/TalkTalk-Deregistered-the-email-address-for-MyAccount/m-...

It is the two issues with my TalkTalk Community account, which I have described after writing "However, after each re-registering of MyAccount, there have been issues with accessing my TalkTalk Community account.", that I would like resolved.

[nameunknown_]

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@kanya-TT wrote:

Thanks, @Anonymous. Please keep your paragraphs short, it makes it easier to understand and get you the help you need. 

---

My posts/paragraphs need to be as long as required to explain the issue.

In my last post, I took the trouble to provide a summary of events that have taken place since the last response from Community staff. It is a very clear summary that explains what is still required.

In the 3rd paragraph, I wrote:

However, after each re-registering of MyAccount, there have been issues with accessing my TalkTalk Community account.

That is followed by:

The first issue is ....

and

The second issue is....

which describe the issues I would like resolved.

I also provided an update at 19:37 on Sunday about a call I had with technical support.

All of that looks very clear to me. If you have any difficulty with understanding what is required, please let me know.

[kanya-TT]

Thanks, @Anonymous. Please keep your paragraphs short, it makes it easier to understand and get you the help you need. 

Kanya

[nameunknown_]

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@kanya-TT wrote:

Hey there, @Anonymous. Can you please advise if your Myaccount is still de-registered? 

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This is the 2nd paragraph of my last post (on Saturday) on this thread:

@nameunknown_ wrote:

TalkTalk has de-registered my TalkTalk MyAccount twice in the last week. It is re-registered again now.

[kanya-TT]

Hey there, @Anonymous. Can you please advise if your Myaccount is still de-registered? 

Kanya

[Gliwmaeden2]

You can only hang onto one Community ID at a time, @nameunknown_, but can always access old posts by looking up the member name in search.

You can't reinstate the old name because it already exists as a used name. It can't be set up afresh because the system thinks the name is already taken. 

[nameunknown_]

So that the TalkTalk Community staff do not need to read through the many posts on this thread, I shall summarize what is required here.

TalkTalk has de-registered my TalkTalk MyAccount twice in the last week. It is re-registered again now.

However, after each re-registering of MyAccount, there have been issues with accessing my TalkTalk Community account.

The first issue is that I do not have access to my nameunknown (https://community.talktalk.co.uk/t5/user/viewprofilepage/user-id/764753) TalkTalk Community account, which I was using before TalkTalk de-registered MyAccount the first time. I would like to use that account, instead of the new one I have created, nameunknown_, in particular, so that I can regain access to my private messages.

Regarding this issue, on Tuesday 29 July

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@siphosethu-TT wrote:

Please allow me to look into this and come back to you with answers to all your questions. Thanks

---

The second issue is that I cannot access my TalkTalk Community account without first logging in to MyAccount. I would like to use the more convenient method of obtaining a code via email for logging into my TalkTalk Community account. When I attempt to do that, after entering my email address (the one I use to log into MyAccount), and click on Continue, the page simply refreshes with my email address stll in the email address box. I would like that sorted out.

update at 19:37

I called TalkTalk, and spoke with two technical support agents, but all I got from that was a headache.

I spent time carrying out all of their checks, different browsers, clearing cookies and cache, searching for the Community page using bing.com on Google Chrome, then opening the Community page by clicking the link to it in the search results, different devices, turning off antivirus software, turning Kids Safe on/off, etc, none of which resolved the issue, as I expected would be the case.

After entering the email address, and clicking on Continue, this pops up briefly:

authenticating

After that, it returns to the login page again, instead of sending a code, and proceeding to the code entry page

It seems clear to me that the system is failing to recognise the email address as being valid, but the second TalkTalk technical agent claimed that if the email address works for logging into MyAccount, then the issue must be something like a temporary malfunction of the TalkTalk Community login page. I disagree, because TalkTalk's systems are not always as straightforward as that.

I have not seen anyone else reporting the same issue. I doubt that all other users are accessing their TalkTalk Community account by first logging into their TalkTalk MyAccount, and therefore not encountering the issue I am seeing.

My suspicion is that something has been messed up as a result of the two recent occurrences of my TalkTalk MyAccount being de-registered.

[fr8ys]

I just wondered if you hit the same issue if you try logging onto the community from your phone for example.

I'm out of things that may be causing an issue other than trying the phone, so I will leave it to staff when back on Monday.

[nameunknown_]

@fr8ys 

I am using a laptop that I have been using to successfully log in to the TalkTalk Community for a long time. I do not believe the device is the issue.

I recall something that may be relevant.

When I called TalkTalk yesterday, TalkTalk customer services told me they could not gain access to my TalkTalk MyAccount by sending me a code via email because the email address was not showing as an option for this (although this is the method that was used many times prior to the first de-registering of my TalkTalk MyAccount on Sunday 27 July). Once they accessed my account (using characters from a telephone password) they confirmed there was an email address (for login in to MyAccount, and for TalkTalk to send communications) in the account details.

So, it seems that the email address is stored twice, once in account details, and again for verificatin/security checks.

I had to register again today. After the re-registration, I was not not having success using the passwordless option to access my account, in order to set a password. The agent on chat said something about MyAccount only be partially registered. Meanwhile, I selected Register (for MyAccount), and entered my email address, which resulted in a message stating that it was already registered, with an option to receive a code that I could use to reset my password. I used that method to successfully reset my password, and gain access to my Talkalk MyAccount.

I was about to conclude that logging in using a code sent via email is not working for MyAccount, but I have just checked and it is now working.

However, I still cannot access my TalkTalk Community account without first logging in to MyAccount. I would like that sorted out, because it is not the most convenient method.

I have said it before, and I shall say it again, TalkTalk's IT is terrible.

[fr8ys]

That's odd behaviour @nameunknown_ as I've reported almost the opposite, that still occurs, in that a code is sent to any input address that then fails as its not my registered email. I surprised that for you, it's not even accepting your email.

Do you have another device to try signing in from and does this work or exhibit the same symptoms? 

You may have answered this, so apologies if so, but what device are you trying to log in from?

[nameunknown_]

@fr8ys 

I have just closed my previous Community account, and created a new one.

That has resolved the issues that I mentioned I was having with the editor menus. However, I still cannot log in using my email address to obtain a code. The page simply refreshes after I enter my email address and click Continue. I can access my Community account by first logging into MyAccount. That's not ideal, but at least I can access my Community account, and use the editor menus.

[fr8ys]

Thanks. 

I asked because I wondered if previously associated forum IDs linked to your account might be causing a conflict, even though you closed them.

Once closed the become anonymous, but perhaps there is something lingering that is causing my account to react this way. I recall members who had 2 or more active profiles, in the days before they were linked to My Account, sometimes had issues.

Not that we can trace them to check, but staff may be able to, so if you don't mind sharing those IDs it may help rule out that possibility of a conflict.

[Anonymous]

@fr8ys 

I have had previous Community accounts, but subsequently closed them.

I shall be closing this one too in the near future, because it does not function properly. I have tried closing down and then re-opening the browser (which clears all stored data), and I have also tried other browsers, all of which makes no difference.

If I try to log in using the passcode method, then after entering my email address, and clicking on Continue, the page just refreshes with my email address still in the input box, rather than proceeding to the code entry page. I am currently gaining access by logging into MyAccount, and then clicking on the Community link at the top right of https://community.talktalk.co.uk .

In addition, when I use the editor to create a post, menus only appear momentarily, not allowing me to click on the menu option of my choice. I can work around this, but it is not particularly convenient, and I should not have to do that.

As I have said previously TalkTalk IT is terrible.