Forgotten email password

[Geo123]

Similar to some user users, my son has forgotten the password to his email account, and the only option to reset it is to have a reset link sent to.... his email account, which he can't access, so that's useless. So we need to create a different recovery option and I understand that a Community administrator will be able to help. I'm the account administrator so I'm hoping you can help me with this. Many thanks.

[Gondola]

Hi @Geo123 

As the self-help password change / recovery options aren't effective I'll alert the TalkTalk Community team for you. They'll need to verify you as the registered email user, secure your mailbox and set up Reset details so you can get the password changed.

In the meantime, I can see your Community profile is 60% complete, so just update as required Personal Information (Click here) to include your name, current contact 'phone numbers and address with postcode (location) then scroll down to Private notes and add the email address and Save changes.

A TalkTalk Community Team member prefixed with OCE_ will reply to this thread and then Community Personal Message you to verify the registered email user details; so be prepared to provide on request to an OCE_ only:

• Email address affected
• Your Full Name
• Date of Birth
• Landline 'phone number and Full postal address linked to the email address when first registered
• Include Reset details - an active alternate email address and (optionally) your mobile contact number for the team to set up Reset details for you so you can reset and choose your own password.

When verified, the password will be changed and Reset details set up 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.

[Geo123]

Thank you very much for this quick reply, Gondola. I have included all the information you mentioned in my profile and will for a TalkTalk Community Team member to contact me.

[Geo123]

Hi @Gondola,

Just to let you know that, over a week later, I haven't yet heard back from the TalkTalk Community team. I know it's Easter now and I realise there may be a backlog of cases to work through. Is there a timeframe during which I can expect to be contacted by the Community team? Many thanks,

Georg

[Gondola]

Hi Geo123 

I'm only too aware that we haven't had TalkTalk support for email and webmail for 2 weeks now.

The UK support team that we can normally rely on for support during weekday office hours has been redeployed to help vulnerable and key workers remain connected to broadband and phone services. That team is now working 7 days a week from early morning to late evening.

I have no visibility of TalkTalk team workflow, availability or priorities but I have asked for some help here.

[StephenF]

Hey , 

Sorry for the delayed reply, we're doing our best in these unprecedented circumstances due to the Corona virus to answer everyone as quickly as possible. We can setup recovery for you, could you reply to the private message im sending you now with some extra questions/ info we need to progress. 

Thanks