Anyone who has lost access to their email

[NickCox99]

Just thought it may be worth me explaining what I've discovered... this is the story I can work out

Read these steps fully! So many people are saying 'I've changed my settings but it's still not working' ..... You need to read each step and action them, your account will not start working just by changing the settings!

1) Originally the email settings were not using encryption, which isn't great

2) Talk-Talk have decided to ensure email access uses encryption, this is a good move on their part

3) To encourage everyone doing this they have restricted any accounts to webmail only if they have not update to accessing email using encryption (the new settings), as per their email (I'm guilty of not doing this)

You need to Read these steps fully and....

1) Change your settings to the new setting on all devices, if any device is seen accessing your email using the old settings your account will be limited to webmail at some point

2) If you are too late, and you have already been restricted to webmail, you need to change all your settings asap, although this won't allow you to access your email yet, this will be in preparation for the next step... (so just change the settings and accept they don't work yet)

3) In this web page go to 'My Settings' top right of this screen, got to 'Personal Information' and put in the email addresses in the 'private notes', this will allow support to know what your email address is.

4) Raise a new topic/start a new thread on here asking the support guys (who are great by the way!), to reactivate your email.... If you don't start a new thread they won't see your new request. If you already have a thread just comment that you have changed all your settings and need your email reactivated.

5) Read these steps fully! Your account won't suddenly start working, it will take a few days for the guys to re-instate your account.

Hope that helps everyone. support guys, please update, change if this isn't correct.

[ovigalltd]

Thanks for that - very helpful. But is it true that the onetel email addresses are going to be discontinued in the near future?

If that happens, will they be replaced by a talk talk email address?

Thanks 

Mike

[Gondola]

Hi ttmp1 

Where did the email come from then and what was the reason for that email if she is not the TalkTalk customer account holder? There are phishing emails in circulation.

[ttmp1]

"Ensure that your wife's details are added in Private Notes in the Personal Information details. SAVE CHANGES". This was done a while ago before several offers to reactivate the account

My wife is not the TalkTalk customer account holder. Her email address is not used as the customer MyAccount login address / username?

Is there any truth in the email she received that @talktalk.net are now legacy email addresses and no longer supported ?

Why would this be a new thread when I have followed NickCox99 instructions in Post 52 of this thread?

[Gondola]

Hi ttmp1 

Is your wife the TalkTalk customer account holder or her email address used as the customer MyAccount login address / username? The normal reason for a genuine email from TalkTalk is that there's been a problem getting ebill notifications to the customer account holder's email address.

[Gliwmaeden2]

Please start a new thread for this issue, @ttmp1, as it's not the same as the others on this thread. 

Return to the message board and click on start a topic.

Ensure that your wife's details are added in Private Notes in the Personal Information details. SAVE CHANGES. 

[ttmp1]

I have done everything requested and been told my wife's account will be reactivated, but then she received an email saying "We have updated our systems over the years and now it does not allow us to use the aol/talktalk.net email addresses as they are now recognized as one of our legacy email address". Where has this sprung from? We have not been notified in advance and I have not seen it mentioned in any thread?

[Ady-TalkTalk]

Hi Marc, please start a new topic of your own and confirm that all mail clients are now configured to use the secure settings.

Ady

[Jeffm]

That's great... But I removed my email account on android phone app because it wasn't working (didn't see the email) and thought I'd re setup my email account all over again... Problem is it won't let me even if I use the suggested setting from the TT website!! HELP!!

[mlab54]

Hello there - following the instructions I hope. I have also lost access to email account, details in the Private Notes as instructed. Was working fine up to about 2 days ago, checked settings and all looks good (and I have 2 more similar addresses working without problems).

Please restore access as it is my wife's main email.

Many thanks,  Marc

[GeoffM2]

Thank you NickCox, that's a great help.  A time- and frustration-saver! You're a star!

[davidh1]

Since last week  all my devices suddenly were able to receive and send emails. This was a surprise as I didn’t seem to be getting anywhere in unlocking my mail accounts. Nevertheless  I am back where I want to be so I shall leave things as they are. Thanks.

David

[Ady-TalkTalk]

Ok, there are no issues with your mailboxes at this end. This means that the problem must be with the way your email is setup. You have been given advice on how to check and change your mail settings in your client. Have you followed those steps and ensured that you have the correct settings? You can also get more help in the Email Hub. 

Ady

[davidh1]

Hi Ady,

Please don’t take offence but I haven’t a clue about what you’re asking me to do. 
Recheck?

Mail settings?

Clients?

You’ll need to be more specific.

David

[Ady-TalkTalk]

Hi David, you need to recheck your mail settings on the clients you use for the emails. Both mailboxes are unrestricted. 

Ady

[Gliwmaeden2]

Please start your own thread, @arttaylor.

If you add to this one your case may get lost in the labyrinth of other messages, and some of them have yet to be resolved. 

It's much more helpful for staff if you can return to the message board and click on start a topic. 

[arttaylor]

Hi, all devices updated and my email address has been updated in the private notes. Can you please reactive the account?

Thanks. Art

[davidh1]

Hi Ady,

I am not getting any emails via the app on both my smartphone and Ipad so things are not back to normal yet.

David

[Ady-TalkTalk]

David, both of your mailboxes are already fully functional.

Ady

[davidh1]

Hi Ady,

No other mailbox. Once my mailbox is restored to normal function will I get access to my emails both on my smartphone and Ipad?

Thanks,

David

[Ady-TalkTalk]

Hi David, the other mailbox showing in your profile is fully functional. Is there another mailbox that needs attention.

Ady