Hi Cathy
Please check the sign in to TalkTalk Mail. Tell us if there's an error message or if you can get signed in.
If you cannot get signed in then Password Reset details should have been set up for the email address so that an alternate email and or mobile number can receive a password reset. Please do try the Forgotten your Password option. If there's an alternate shown that you recognise from the hints, and have access to, then please reset the password.
If the self-help password change / recovery options aren't effective then I'll alert the TalkTalk Community team for you.
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.
@CathyB70 wrote:...I have done all this. The issue is with lineone.net and there is no password reset button.
Done all?
Sorry I don't see an answer to what happened when you tried to sign in to TalkTalk Mail (Click here)? Did you get signed in or not?
Or what happened when you tried the Forgotten your Password (Click here) option? Do you have Reset details set up - i.e. an alternative email address and or mobile number that you have access to?
You have a response right here...but I'll go away if you wish...your choice.
I've obscured your recovery email address for your protection. Don't want to see you spammed.
I have just checked that the TalkTalk Password Reset process to Yahoo Mail is working normally. It is.
When you select the Reset your password link to the recovery email address and select the Continue button you'll see this confirmation:
As the confirmation says, worth checking the Yahoo Mail Spam folder for the email from myaccount@talktalk.co.uk
That's a bit confusing...
@CathyB70 wrote:...I can only get reset your password if I try to add in a new account
I don't understand what you're saying about adding in a new account? Adding where?
The Reset your password recovery journey starts with Click this link Forgotten your Password and it should take you to:
You enter the lineone email address, select the I'm not a robot reCAPTCHA and press the Continue button. So long as you don't get a message saying the mailbox is deleted then it'll take you to:
And you select the bottom green button for the recovery email address so long as you recognise it from the hints and then select the Continue button.
The thing that can go wrong at this stage is if the recovery email address has been changed by a hacker so that it is different but the hinted at part appears like your recovery email address.
Assuming that the recovery email address is correct then selecting that and selecting the Continue button should send an email to the recovery email address.
I've checked that sending from TalkTalk to Yahoo Mail is working and specifically that the email recovery link is reaching the Yahoo mailbox that I have set up.
So, one final bit for you to check is that the Yahoo Mail account is not filtering or blocking TalkTalk.
In Yahoo Mail:
- Select the Settings icon (cog wheel) usually top right hand side of the screen
- Select the triple dot icon More Settings
- In the left panel inspect 'Security and privacy' for blocked addresses
make sure that talktalk.co.uk is not listed - And inspect 'Filters' for filtering of any talktalk mail
delete any suspect filters
Having done that you'll have done everything possible that I can think of to troubleshoot the issue.
I'll make sure that TalkTalk are alerted and you'll get a response here tomorrow, subject to workload, and the best thing then would be to set up new Reset details with a different email address and a mobile number so you have full recovery options going for you.
Hi Cathy
Reset details are set up by the customer from within the mailbox Settings.
If you cannot sign in to your lineone mailbox then the TalkTalk team will need to set up new Reset details for you. It looks like you have already followed the guidance I gave in post 2 in this thread as your profile is 80% complete.
The TalkTalk OCE Team will be back here giving us support from Monday onwards.
