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Unable to reset mail password at this time

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19 REPLIES 19
Highlighted
First Timer

None of my devices/pc would connect to my Tiscali Mail box so I went to use the webmail. First thing I got was a message to say my account had been blocked due to suspicious behaviour (if TalkTalk would allow me to block Spam that would help!!) so I had to reset my password. 

The password reset link came through and I proceeded to reset my password however I keep getting a “Password cannot be reset at this time” message.

 

I have been moving all emails off this account anyway as it’s unreliable and doesn’t filter Spam but I would like to keep access to it until that job is finished. Anyone any ideas how I can regain access to me Tiscali email address please? I’m not the account holder, my husband is, and he can’t phone them until the weekend.  

Josieb12
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Community Star

Hi @Josieb12 

 

The reset link sent to your alternative email address is usually good to recover a blocked mailbox but the password reset process does need to be carried out within 30 minutes of requesting the password reset link. 

 

I'd suggest another try at the Mailbox Password Reset.

 

Remember that if suspicious activity has been detected to check out your devices with anti-virus and anti-malware scans to make sure your new password isn't being discovered. And when you do get access to the mailbox do check to make sure there's no Auto forwarding or Filter rules active that might have been set up if the mailbox has been compromised.

 

Compromised or spoofed accounts 

 Gondola - Volunteer 2017-2020

To appreciate my help . . . If I offered a solution Best Answer

Highlighted
First Timer
I did do the reset within 30 minutes but i tried again today following your link. Same error message as yesterday "Unable to reset your password at the time. Please try again later". I tried phoning yesterday but got nowhere. Guess i've lost this email address completely now.
Josieb12
Highlighted
First Timer

Also the only thing suspicious on that email address is the fact that TalkTalk won't block spam, and its really bad on that email. I was getting naked porn pictures recently!

 

All my devices have up to date security as well.

 

The problems I've always had with my Tiscali email address has made me vow never to use an ISP email again. I'm happy to lose the email but I just would have preferred  to make sure it was empty first.

Josieb12
Highlighted
Community Star

Hi Josieb12 

 

It's possible the email address is on the suspended list which is why the password reset process cannot find the mailbox to change its password for you.  The email admins will need to unsuspend the mailbox so the password change will work.

 

If the mailbox had been deleted then you'd have got a message (as below) when trying to reset your password:

 

Reset your password 1 - tiscali mailbox permanently deleted.png

 

Using an ISP independent email address is recommended for resilience and especially now that some ISP's don't supply mail services and some don't let you continue to use the mail address when you leave them.

 

I'll alert the TalkTalk Community team for you if you do wish to recover access.

 

In the meantime, please update your Community Profile 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.

 

You can then report spam to TalkTalk - Report a phishing or spam email 

 Gondola - Volunteer 2017-2020

To appreciate my help . . . If I offered a solution Best Answer

First Timer

Yes I would like to recover the email address If possible, just so I can make sure we haven't missed moving someone off it. If they can look at the email address in my profile just ask them to substitue the end of it with tiscali.co.uk. Thank you

Josieb12
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Community Star

...no worries, will do.

 Gondola - Volunteer 2017-2020

To appreciate my help . . . If I offered a solution Best Answer

Highlighted
Community Team - TT Staff

Hi Josieb12, I've just checked and you've got recovery details and can reset via MyAccount. Are you getting the error when trying by both methods?

 

Ady

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First Timer
Yes. I still can’t reset my email password.
Josieb12
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Community Team - TT Staff

Ok thanks for confirming that you get the same error message on both sites. I need to raise a fault ticket for you, please add a mobile number to your community profile and I'lll get the fault ticket raised for you.

 

Ady

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First Timer
I’ll add a mobile number to my profile but this has already been raised under ticket REP-7047156. I just don’t understand what’s going on. In my opinion it’s complete incompetence on their part to blocked access to my email address and then refuse to allow me to gain access back. I’ve pretty much written off getting access back tbh.
Josieb12
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Community Team - TT Staff

If you've already got this in hand with Tech support I'll leave you in their capable hands. 

 

Ady

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First Timer

Thanks for trying to help. If I ever get access to my email I’ll post on here.

Josieb12
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Community Team - TT Staff

Hi Josieb12, there's been a change of plan. The ticket raised wasn't going to get the problem fixed. I've raised a new ticket and expect this to be sorted in 3-5 working days. If you've not heard anything by Thursday please post to chase this. 

 

Ady

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First Timer
Thank you Ady, much appreciated.
Josieb12
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Community Team - TT Staff

You're very welcome.

 

Ady

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First Timer
Hi Ady. Today is Thursday. I’ve heard nothing. I just tried to reset my password again and I still get the same error message. Nothing has changed.
Josieb12
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Community Team - TT Staff

I take it you still can't change the password using either system? I'm told an incident relating to this was closed.

 

Ady

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First Timer

Hi Ady, No. Nothing has changed and no one has contacted me. If they are emailing my Tiscali email then i'm obviously not getting the emails! I have again rang up TalkTalk customer service and again its been "escalated" but i'm not holding out any hope tbh. TalkTalk has been abysmal over this issue.

Josieb12
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Community Team - TT Staff

I've asked the team to chase this again for you now that the incident is closed. 

 

 

Ady