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Change of" my account login email address"

silverwill
Wise Owl
Message 25 of 25

On 20th april I contacted help line and requested a change in the Email address that I use for login to "my account". (Simples !) after an hours call I had made no progress.

Then I tried chat line and after a good hour or so the agent left the building(  I  presume) so I had to start new chat which was a waste of time(very unhelpful agent and snippy!! agent vanished again, so retried chat . This time i got a very helpful agent and eventually he assured me that it was all sorted out so he then departed, and I tried to login and surprise ! It failed to work.

Since then I have phoned and chatted with other agents(for hours) , none could help, but said its a technical problem but I should be able to log in again in 3 or 4 days time.

wullseas
24 REPLIES 24

Message 1 of 25

I really don't understand what they mean by fully resolved it's either working or not. The notes say they've talked you through resetting your passwords and it's working. If you provide the information in the PM I can just get this sorted for you. 


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


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silverwill
Wise Owl
Message 2 of 25

Hi Ady, what day was that note ? it was yesterday that he worked on it but left the remaining email address for today and tomorrow .

The way it has been left is only for a temp period.

for24/48 hours if needed by him.

 

Other than that I am in the dark, all that I did was phone in to ask what was happening about the problem and girl on phone checked and said it was signed off on Thurs, so the tel agent escalated it upstairs ? as it should not have been signed off, then a manager came on and set up my email and my account was secured to enable me to have positive access until it was fully resolved.............................

so as far as I know they are supposed to be on it emoticon.quiet.title

 

regards

Will

wullseas
0 Likes

Message 3 of 25

Will, I can't find any notes on the system that indicate anything other than everything's fixed. 


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


0 Likes

silverwill
Wise Owl
Message 4 of 25

Hi Ady, thanks for that, but the other support guy has set up the main address for email and my account yesterday, and asked me not to change password etc to enable me to access the above while he investigates the email address that appears to be the cause of all the problems..

 

cheers 

 

Will

wullseas
0 Likes

Message 5 of 25

Ok will I can change the login you want to use to login for MyAccount. We'll need to do security checks first. I'll send you another PM with the information I need. Once that's sorted I'll get the email that's not working fixed. All I ask is that you don't contact the other support teams to make sure that we're not working against each other. I'll get it all sorted in less than 2 days all being well and there's no reason to believe that all won't be well. 

 

Cheers

 

Ady


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


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silverwill
Wise Owl
Message 6 of 25

Hi again, Still unable to log in to webmail , every now and again I can get in ???  then next time I cannot access it.

Still quoting the alert message " wrong email address or wrong password entered"

Still nothing from call centre help line for the last 11 days !

wullseas
0 Likes

silverwill
Wise Owl
Message 7 of 25

Hi Ady,  The problem still ongoing, but only for webmail access.

I managed to get logged on yesterday(Sat) and into My Account, but this morning again as has been happening since Frid 20th, no webmail access.

On Frid 27th I was promised that someone from tech ??? would phone me with an update between 3pm and 6pm on( Sunday apr 29th), so like a numptie ! I stayed home all day today waiting for the word that the problem had been fixed or even found, or that work had been going to cure it.

I must be living in" cloud cuckoo land" to believe that.

 

9 days without reliable email facility ! never knowing what was going to work or not.

 Not a word from tech dept apart from change browser, change password, mind you, it may well be because of the language problem that has been going on anytime I phoned up last week, they do not appear to be the least bit interested, as they appear to use "a Tick Box" system and once boxes are ticked they are happy to sit back ,if its not on the list they are Confused.com !

.

"Bring back a UK based call centre"  

 

regards

Will

 

 

 

wullseas
0 Likes

silverwill
Wise Owl
Message 8 of 25

 Hi Ady,  yes and I appreciate your help, and the fact that you listen to the problem and then give good advice .

Not like  tech dept, all I seem to hear is try another browser , (frequently) then ask for my details to make sure I have not changed the "@talktalk.net" bit for example, or even my name !!!!! and all the time saying we will fix it for sure, every day for the last 7days, then they drop out of chat thus ending dialog, then starting all over again from the beginning,has happened frequently.

Then even after they escalate the problem !!!!! (4 times so far ) they never get back to say what if anything is happening.but someone will phone me emoticon.quiet.title not as yet ! have not heard a word.

Last instruction from yesterday , dont try your email  for next 2/3 days ? Maybe the fault is healing itself , so sshhhhh let it rest for a day or so.

 

Sorry, but thats my rant over for today, I feel brighter getting it off my chestemoticon.winkingface.title

 

So any advice is welcomed.

regards

Will

 

 

wullseas
0 Likes

Message 9 of 25

Will, I am in the UK and am keen to help you get this sorted. 


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


0 Likes

silverwill
Wise Owl
Message 10 of 25

Hi Ady, I think I should stop posting , as each time they/I  think it is sorted, Bang ! and I now have no email service again.

 

Service dept have run out of idea`s and have now escalated it for the 3/4th time ! and I am rather" browned off" putting it very mildly, thats No reliable email access, or "my account" service since frid 20th April.

 

What would help if we had a UK based tech dept, who can fully understand what is being said.

Sorry to put it so bluntly, bet we pay for a reliable service dept, which seems to be failing big time with this matter.

I expect to hear from them again on Sunday !emoticon.joytears.title

regards

Will

 

wullseas
0 Likes

Message 11 of 25

That's great Will, thanks for posting back to let us know it's sorted. 


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


0 Likes

silverwill
Wise Owl
Message 12 of 25

Thanks Ady, at long last my ducks are all in a row emoticon.clapping.title after a struggle with brain"deadness" and lack of knowledge from me.

 

much appreciated. (techies could not get to grips with it either) so Kudos to you.

 

regards

wullseas

Message 13 of 25

Let me know how you get on. 


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


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Message 14 of 25

Hi Ady, is that the page in my account , my problem is that the my account p/word has not beem changed, but my email p/word let me in, and dont want to confuse things any more than they already are.

but will give it a try

 

cheers

wullseas
0 Likes

Message 15 of 25

Have you tried changing the password? A quick password reset in these instances is usually all that's needed to clear the problem. 


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


0 Likes

silverwill
Wise Owl
Message 16 of 25

Hi Ady, I still have a small ?  problem, that I was going to bring up on Thusday when teckie manager comes back to me, but I think you would be the best person to run it by as by now I am confused!  (.com lol)

 

The email address that I use for Talktalk "my account" login allows me to log into my account, but for some reason I cannot log into "webmail",so I am unable to pickup emails.

 

regards

wullseas
0 Likes

Message 17 of 25

Glad to hear it's sorted. Thanks for posting back to let us know. 


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


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Message 18 of 25

Thanks Ady, have been on phone with a "teckie" for over an hour and a half, again driving each other round the bend due to language probs and other things and got nowhere he wanted to pass me on to a "pay for engineer" needless to say that was refused, then  I asked to speak with a manager/supervisor He was getting him to contact me within24 hrs, again I said surely there is a manager with you today ? eventually he put a manager on the line, he went over some things asked questions etc,asked me to try login to my account which I did with trepidation and lo and behold "logged in!!!!"emoticon.joytears.titleall within approx 20 minutes. may still have a very small problem, but he has booked me in for a catchup  on Thursday.

Thanks for your assistance, much appreciated.

 

wullseas

Ady-TalkTalk
Support Team
Message 19 of 25

Will, I can change the login address for you but I can't know your password. I've sent you a private message.


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


0 Likes

silverwill
Wise Owl
Message 20 of 25

Sorry Ady, meant to say that both my new emails can send and recieve mail.

wullseas
0 Likes