Deactivation

[ossettman]

Why have I been deactivated. When I try to log in to webmail I get the message 

"User is deactivated (AUTHORIZATION-0001)". I normally access my mail by using Mailwasher and eMail Client. These seem  to have been locked out of my account as well. Any ideas please

[Ady-TalkTalk]

I've added notes to your account hopefully it will be picked up. 

Ady

[Ady-TalkTalk]

I'm told complaints is now based off shore, but let me see if there's anything I can do.

Ady

[ossettman]

Hi Ady

Yesterday I received a call from "Mark" in TalkTalk Service Management - I'm assuming it is a somewhat belated response to my torturous near 2 hour chat experience last week regarding the unreasonable and inappropriate deactivation of my email (reactivated with your assistance, thanks).

I was unable to take the call when it came in from 03451720088. Mark left a message that he was calling from 03451720074, gave his office hours but no other info. Him leaving "his" number and office hours I assume was an invitation to return his call!

I have tried to ring him back - now that's a 29 minute experience that makes last weeks torturous chat seem pleasurable - but to no avail. The number mark gave me simply connected to a general menu. With perseverance I was able to eventually connect with humans in some off shore call centre but regretfully they seemed totally incapable of understanding that I was returning a call and wished to be connected to the department that called me.

Is it possible for you to get a message to either Mark or a UK based colleague of his and ask them to try and call me again please.

[Ady-TalkTalk]

You would probably be best served by raising a complaint. You'll find the complaint details at the bottom of every webpage. If you need more help please let me know. 

Ady

[ossettman]

Hi Ady

Yes, marked as not spam etc. I generally do not use webmail, preferring mailwasher and eMClient combination. These messages would normally have been picked up by my preferred method but - because the deactivation had locked both of them out the messages went to webmail when I reactivated it and before I could put my new password into mailwasher and eMClient. 

The question however is more fundamental than my mis-categorised messages. The webmail system is obviously mis-categorising legitimate incoming and outgoing messages as spam and then taking inappropriate measures of blocking sending and/or deactivating accounts to the great annoyance of and inconvenience to talktalk customers. This is evident from both forum posts and from my (torturous) near 2 hour online chat with a talktalk tech expert!! who confirmed to me that other customers are reporting the same concern regarding the error message that I have received.

This really does need escalating Ady, someone with knowledge and authority needs to get seriously involved so a early resolution is found. As a layman it would seem to me that the new fantastic email platform that was introduced a few weeks ago is probably to blame!!

[Ady-TalkTalk]

I'm sorry about this. Have you marked the emails as not spam and moved them to your allow list? Many people avoid using ISP operated email in favour of the likes of Gmail. 

Ady

[ossettman]

Hi Ady

This is weird. Having got email reactivated I went in to webmail, not something I do on a regular basis because I normally access messages using Mailwasher and eMClient, but what I found was that there were 14 messages in my Spam folder of which only four were Spam. Of the other 10 messages in there (bizarrely) three were from Royal Mail advising of the progress on the delivery of my new TalkTalk eero router. So in addition to falsely accusing me of using my email account to send out Spam your system is falsely categorising my legitimate incoming messages as Spam. 

I think TalkTalk have got a serious problem with whatever algorithm is being used to identify Spam in that they are not only unreasonably deactivating accounts based on obviously incorrect activity categorisation they are also unreasonably failing to deliver legitimate messages. Also looking through historical posts on the forum it is not a new problem - so when is it going to get sorted??

I am now regretting that last week I renewed my TalkTalk contract for another 2 years.      

[Ady-TalkTalk]

You're welcome.

Ady

[ossettman]

Hi Ady

Have just reset password again and I am now re-activated. Thank you for you help

[ossettman]

My account has NEVER sent out spam. The deactivation occurred after I replied to a message from Corgi regarding them coming to repair my central heating boiler. When I pressed send I got a notice pop up that the mail could not be sent because of something to do with the email body not being acceptable - whatever that meant.

Regarding password. I managed yesterday to change the password to one that I had never used before, but it made no difference I am still deactivated.

Can't someone just re-activate it, Please 

[Ady-TalkTalk]

I'm told the accounts have been disabled as they're sending out spam. are you able to reset your password? If you are please reset it to one you've never used before. I can't stress enough it has to be one that you've never used before.

Ady

[Ady-TalkTalk]

I'm told the accounts have been disabled as they're sending out spam. are you able to reset your password? If you are please reset it to one you've never used before. I can't stress enough it has to be one that you've never used before.

Ady

[ossettman]

An additional comment. I spent nearly 2 hours  (11.45 to 13.36) on line with Tech Support yesterday - total waste of time achieved absolutely nothing. I must be re-activated urgently, please

[ossettman]

Hi Ady

I  am absolutely desperate I am expecting some very important emails prior to leaving the country at the weekend.

I know the cause of the deactivation needs to be investigated to prevent further similar issues - have now read that I am not alone.

But could you please action the re-activation as a matter of urgency and do the investigation after.

If you could help I would be most grateful

Thanks

[Ady-TalkTalk]

Hi ossettman, I've raised an incident to have this issue investigated on behalf of those of you affected. Hopefully, it will be resolved quickly for you all.

Ady

[ossettman]

Adding a bit more to my earlier post. Last night I received email from Corgi about coming to repair my central heating boiler. When I tried to reply to it this morning I got a message that the reply had not been sent due to contents. I do not know what that meant, there was nothing inappropriate in the content It was just about my boiler repair. Is it possible that this blocking of my sending the message has triggered the deactivation on my email address. Does talktalk think I was sending inappropriate contents?