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Email password text reminder not available?

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2 REPLIES 2
Highlighted
First Timer

Hi,

I've been locked out of my email account due to suspicious activity (it has been hacked).  The options to re-set my password are 1) email to be sent to the locked email address and 2) text to my mobile number.  I obviously choose the second and a message comes up informing me that there is a problem with this service at present.

I have contacted customer services by email and 'chat' but have so far not solved this.

I could really do with getting into this email account as it is used for billing for some utilities and the school uses it to contact me.  

Is the text re-set option permanently out of action and if so, can an actual person send me a re-set text?

Thanks in advance.

 

Highlighted
Community Star

Hi @underbite 

 

I have asked one of TalkTalk's OCEs to pick your thread up and investigate it for you.

The forum is not real-time 24/7 support, so depending on how busy they are & how many are working at any one time, this can take 24 - 48 hrs (excluding weekends & limited cover on Bank Holidays). Alternatively, you can call the call centre or use online chat. The posts are responded to in time/date order, oldest first. So the fewer entries you make on your thread now, the sooner they will pick it up.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please mark it as the Best Answer.
OCE's and Community Stars - Who are they? 

Highlighted
Community Team - TT Staff

Hi underbite, there's a fault affecting the sms reset. I've sent you a personal message to obtain the information I need to setup password recovery to include an alternate email address.


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.