Cannot access email via phone or webmail

[Pipzanya1]

I’ve spent hours using the online chat but I am no further forward. Yesterday I lost access to my main talktalk email account via my phone and then found that I can’t login to my account or webmail either. I’ve checked my phone settings based on what people have said in other posts but they look ok. It is very frustrating as I don’t know what to do

[Ady-TalkTalk]

Hi Pipzanya1, the process I've followed is the correct process for getting your MyAccount sorted. Don't worry about hearing from customer services.

Ady

[Pipzanya1]

Thanks I am still waiting to hear from talktalk about the MyAccount access.  I was due to have a phone call today (confirmed by text twice) from customer services but no one called.  

[Ady-TalkTalk]

Hi Pipzanya1, I've had to escalate this to have it deregistered so that you can register again. I'd suggest using the gmail account when you do. It should take no more than 5 days for this to be deregistered.

Ady

[Pipzanya1]

That the email address is not currently registered with MyAccount but it definitely is.

[Ady-TalkTalk]

What error do you get when you try to login to MyAccount?

Ady

[Pipzanya1]

Hi Ady

the access to email issue has now been resolved by the service management team however, I am still locked out of my account. I also don’t really understand what happened. 
thank you

[Ady-TalkTalk]

Hi Pipzanya1, I've sent you a personal message to obtain more information.

Ady

[Pipzanya1]

Thank you - the best advice I’ve received so far. I will wait to hear about the reset

[Gondola]

So, what you're telling me is that either you've failed to set up a password recovery alternate email address and or mobile phone number or that your password has definitely been compromised and hackers have not only changed the password to lock you out of your primary email and customer MyAccount they've deleted the password recovery options.

I'll let TalkTalk Support here know that the password recovery options aren't available. A TalkTalk Support member will need to verify you as the registered email user and set up your password recovery alternate email address and mobile number (the Reset details) so you can send a password reset link or code to authenticate a password change.

Prepare for TalkTalk Support - include in the Community Profile (not in these public posts):

 Account holder name, TalkTalk home 'phone number (if not Data Only broadband)

 Alternative mobile contact number. Full address with postcode (in the Location box)

 Scroll down to Private notes to add the email address needing recovery

 Check and Save changes

Select here:  Update your profile

A TalkTalk Support member will reply to this thread and then Community Private Message you to confirm your customer account details and or details related to the original registration of the email address.

When verified the Reset details will be set up during a working week within 24 hours 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. Check via the  TalkTalk Mail sign in that you can access the mailbox.

For a compromised mailbox I'd always suggest scanning your email devices for viruses and malware before changing any password.

Use the new password to access via the  TalkTalk Mail sign in check there's no Auto forward or Filter rule diverting your mail messages because hackers often set those up to get all your mail messages.

• Select the Main Settings menu icon      triple line icon top right on the blue header
  (Mobile browser? use the desktop version)
• Select Settings from the top of the menu
• Select the inward facing arrowhead by Mail (or Email) in the left side panel
• Select Filter Rules
  If you see There is no rule defined then you need go no further.
• To delete a Filter rule including any Auto forward
  select the Dustbin icon    to the right of the rule
  The icon background will turn red   
• To confirm you really want to delete this Filter rule
  Select the blue Delete button

Let us know if you need more guidance.

[Pipzanya1]

My secondary accounts seem to be fine but I can’t access my main account

[Pipzanya1]

Thanks but I cannot access my email to do password recovery

[Gondola]

A weak password or compromised email account can trigger a password reset or blocking of the mailbox to help secure customer data. You may need help to recover access.

First see if you can upgrade the password with a password change.

The Reset password now button in the help article  Changing your email password will take you to password reset and recovery. 

If the email address is still active on the TalkTalk Mail platform and you have set up password recovery options, in advance, that you recognise from the *****hints, then you can send your alternate email address a link or your mobile a 6-digit code to authorise a password reset.

Let us know what you find.