Cant get in to my talktalk email even after hour long online help chat

[LeeDugdale]

Hi, I've been trying to get into an old email account and I spoke to someone on the engine chat this morning and I was sold the plan to be able to access my old account. To do this I also changed my email address to a Gmail one and my mobile number so that I would be able to reset my talktalk.net email password and access my emails. I was assured this would work after 30 mins but I'm still unable to reset my talktalk.net password as it sends the reset email to my talktalk.net email address which I can't get into.

Can someone help me please. All I want to do is be able to reset an old Dropbox account password that is registered to this old email address.

[Ady-TalkTalk]

Hi LeeDugdale, I've sent you a private message to obtain the information needed. 

Ady

[Gondola]

OK, if you answered all of Ady's security questions satisfactorily he should have this covered and I'll therefore push a reminder to Ady to chase the setting up of the Reset details.

[LeeDugdale]

No they haven't been set up. 

[Gondola]

OK, so now I understand what "sold the plan" means - you're not a TalkTalk Consumer customer for broadband so Customer Service have opened a TalkTalk Mail Plus subscription account because that's the only way that ex TalkTalk customers can continue the use of a TalkTalk Mail address. The cost is £5 per month and you can call Customer Service to cancel that subscription and you'll then have two years of webmail only access before the mailbox is deleted. 

The MailPlus MyAccount is not normally set up using a non-TalkTalk address, but disregarding that, can you access the MailPlus MyAccount using your Gmail address as the login? And by selecting the link here Manage email can you see your TalkTalk email address and the ability to Change the password?

If not then what Ady was doing for you was to verify your personal details via your Private Message reply to his security questions.  When those replies check out ok he would authorise the setting up of your Gmail address and mobile number as the password recovery alternative options that you should see in addition to the talktalk email address you're trying to recover access to.

What I'm asking you is to use the Forgotten password link and tell me if those alternative options have been set up or not.

[LeeDugdale]

Can you get my account closed immediately and the charge removed. 

[LeeDugdale]

Talktalk charged me and set up an account on my Gmail. When I try to reset my talktak password  it says if you don't have access to this email you can change the password via my talktalk account which is registered as my gmail account.  When I've tried to do this just now after speaking to support again, it now says it won't do it as I don't have talktalk broadband.  

I just need my talktalk change yourpassword email to be sent to my Gmail account so I can reset my talktalk password.

An I don't want to be charged for this

[Gondola]

Have you set your own password via the Forgotten your password journey? Or have TalkTalk not yet set up the alternative email address and mobile number?

[LeeDugdale]

Hi I still can't do this

[Ady-TalkTalk]

Hi LeeDugdale, I've sent you a personal message to verify the security information.

Ady

[LeeDugdale]

 OK thanks I'll wait to hear form support then

[Gondola]

If you cannot see the password recovery options of your alternate email address and or mobile number then those will need to be set up by TalkTalk Support for you.

I'll let TalkTalk know that the password recovery options aren't present. 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.

Let us know if you need more guidance.