Cannot obtain password recovery because the recovery email is the same as the email I cannot access

[JMCD1]

Hi everyone

I cannot access my email (it is a tiscali address) I have used it for a long time, been a customer with Talktalk since they were Tiscali in the late 90s.

The password for my email is not recognised and I cannot change it nor obtain a recovery set because the email for recovery is by default the same email that I cannot access into.

Last Wednesday I spoke to a technician in the chat who said that in 24 hours the recovery email would be changed. Yesterday (Friday) I spent nearly 2 hours talking to another technician about the same problem because nothing happened. He would raise it again he said, after 2 hours holding the chat. This morning the recovery email remains the same, thus I cannot access nor receive a recovery set to change the password and access my email.

Any help will be appreciated.

Thanks.

J.

[Gondola]

Great to know you're back in control.

I appreciate your time to let us know. Thank you.

[JMCD1]

Just to confirm that I have now been given an alternative email and could recover the password.

There were no Rules I needed to delete in the affected email.

Thanks to everyone who help me, Gondola, Ady and Andy on the phone.

J.

[JMCD1]

Acknowledged, thanks again.

J.

[Gondola]

The advice I've given is all step by step.

So, yes, first Ady will verify you are the registered user of the email address, then set up your Reset details so that will then allow you to set a new upgraded password to then be able to sign in and inspect the mailbox to delete all Rules as a precaution. If you have inherited a Blocked Senders Filter Rule from the Mail platform that was in use prior to 2018 then it's inevitably way out of date anyway so deleting it will speed up your mailbox.

[JMCD1]

Hi Gondola

Thanks for your help, much appreciated.

What about the blocked senders filter option?

I think your advice is useful but obviously I cannot enter into the affected (blocked) email to do what you proposed. Once I get the recovery data I will, but before that it is not possible to clear the filters in that address.

Many thanks.

J.

[Ady-TalkTalk]

Hi JMCD1, please send me a private message with the affected email address, the alternate email address and a mobile number and I'll have your password reset details updated for you. 

Ady

[Gondola]

Hi J

I've requested help from TalkTalk Community Support and that will happen during the working week.

I've let them know that the password recovery options aren't available - either that you have not set up password recovery or that the recovery options have been deleted.  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. Also requested will be the alternate email address and mobile number for password recovery Reset details.

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. Hackers set up or modify Filter rules to spy on your emails.

• Select the Main settings menu cog icon      top right on the blue header
• Select All settings
• Select Mail and scroll down to Rules
  Select the chevron icon > to see all defined Rules
  If there's no rule defined, that's perfect
• To delete a Filter rule including any Auto forward
  select the X icon to the right of the rule
  The icon background will turn red  X
  
• To confirm you really want to delete this Filter rule
  Select the blue Delete button

Let us know if you need more guidance.