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Deleted Email Account

Danny Ward
Chatterbox
Message 18 of 18

My daughter has had her email account deleted as she was using it via her phone and as such it wasn’t registering as being used?

she has lost absolutely everything, concert tickets, really important emails regarding rearranged work abroad that was postponed due to COVID and us expecting news regarding a job interview and many personal emails.

As you can imagine she is distraught and has been told upon phoning that there is nothing they can do?

surely this can’t be right, how can a company delete someone’s life like this?

I think it’s disgraceful.

has anyone else had experience of this?

 Thanks 

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17 REPLIES 17

Message 1 of 18

Hi Danny Ward, it's always nice to be able to help.

 

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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Message 2 of 18

Nice one Danny.

We appreciate you taking time out to let us know the outcome.

GondolaVolunteer 2017-2021

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Danny Ward
Chatterbox
Message 3 of 18

Amazing, thank you so much to everyone who helped me to make this happen.

A very happy daughter now!

Message 4 of 18

Hi DannyWard, normally I'd have to insist on the account holder contacting us. However, you've provided the security information and I'm pleased to say that the account along with it's mail should be available again shortly. 

 

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.


Message 5 of 18

Hi Danny Ward, I need to obtain more information to process this further. 

 

I've sent you a personal message. 

 

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.


Message 6 of 18

OK, The error message "This email address and mailbox has been permanently deleted on your request." does mean, in connection with the other reports that indicate the same, that the email address and contents have been permanently deleted from the TalkTalk Mail platform.

 

The unwelcome news is that there is nothing that can be done about the contents of the mailbox. Those messages and any contacts lists are permanently deleted.

 

The only hope of recovering the email address itself is if that email address is still listed in your customer MyAccount. I'm assuming it is your customer MyAccount that created the email address for your daughter? If it's still there then we can ask for it to be reinstated on the mail platform, a new password created and then your daughter can ask the senders of important mail messages to resend and in that way recover the important stuff.

 

So the final key is whether the email address is shown in your customer MyAccount, My Mailboxes list. 

GondolaVolunteer 2017-2021

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Message 7 of 18

thanks again, have just requested password reset and this message comes up….

This email address and mailbox has been permanently deleted on your request. You can create a new email address and mailbox here

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Message 8 of 18

Looking more and more like the address is deleted.

 

I'm seeing a TT506 error that indicates the email address no longer exists.

 

Does the Forgotten password link come up with an error message?  At this point I'm not convinced your partner has changed the password if the address does not exist on the platform so we do need to clarify what happens on the Forgotten password journey.

GondolaVolunteer 2017-2021

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Message 9 of 18

Thanks 

response to validate your email is…..

Validation summary

Input data: obscured for customer security
Classification:
Undeliverable
Status:
Invalid email address, the mailbox for the email address does not exist.
Status code:
MailboxDoesNotExist (What's this?)

Validation report

Syntax validation
The address is syntactically valid.
Address (without comments and folding white spaces)Local partDomain partASCII domain part
 
 
tiscali.co.uk
The domain part is not internationalized, no conversion to ASCII is necessary.
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Message 10 of 18

OK. I'm not hopeful about the User is deactivated message when signing in to the TalkTalk Mail platform.

 

Did your partner try the Forgotten your Password? (click here) option. Enter the email address, complete the reCAPTCHA security and select Continue.  What exactly happens there?

 

And a final check. What happens when entering the email address at this website: https://verifalia.com/validate-email Complete the reCaptcha and select Validate - does the site report Deliverable?  Or is the first response something else?

GondolaVolunteer 2017-2021

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Message 11 of 18

thanks for help.

my partner has managed to reset password but when signing in gets the message 

User is deactivated

(Authorisation - 0001)

(

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ferguson
Community Star
Message 12 of 18

Of course, carry on!  👍

Message 13 of 18

Yes, my first reply to Danny includes a sign in to TalkTalk Mail webmail to ensure that's working.

 

If the mailbox has been suspended then there's usually an error message to that effect. But if deleted then there's usually either a deleted message or a password error. The link to the Forgotten password will be key to seeing if recovery is possible. So, I await Danny's feedback.

GondolaVolunteer 2017-2021

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ferguson
Community Star
Message 14 of 18

@Gondola I hesitate to intrude in your specialist area, but the OP mentioned using the phone which presupposes a mail app. Have we checked regarding webmail? 

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Gondola
Community Star
Message 15 of 18

Hi Danny

 

I've had experience of both suspended and deleted mailboxes. A deleted mailbox is gone and nothing is recoverable or recreatable. It's always advised to make backup copies of wanted mail messages as TalkTalk don't offer a backup service. 

 

If you think the mailbox is suspended then telling what happens when you use the Forgotten Password link is the first step in recovery. 

GondolaVolunteer 2017-2021

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Message 16 of 18
  • Hi,
  •  thanks for reply .
  • my partner has been on the phone all afternoon with them and said they have tried all these steps.
  • The account is deactivated not deleted (my mistake in putting that) and they have told her there is no way of getting the emails back?
  • the only thing they are prepared to do is escalate the complaint and get in touch in 5 days?
  • Sorry to ask again but is this something you’ve come across before and is there any chance of getting the emails back?
  •  Thanks again 
  • Danny
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Gondola
Community Star
Message 17 of 18

Hi Danny

 

Are you sure it's deleted? 

 

Before there's a deletion there's always a mail message from TalkTalk.  If you/she have a mail message from TalkTalk about restriction or deletion of your TalkTalk managed email address and mailbox then add your TalkTalk mailbox address to a TalkTalk Consumer home broadband or MailPlus MyAccount to avoid deletion after 180 days. After 60 days the mailbox is restricted to webmail only access. 

 

Select here: Sign in to TalkTalk Mail

Enter the email address and password, select Sign in.

 

This is to check the password is working for the TalkTalk Mail webmail sign in.

 

If the mailbox has been suspended and requires a password change then Password Reset details should have been set up for the email address so that an alternate email address and or mobile number can receive a password reset link or 6 digit code. Please try the Forgotten your Password? option. Enter the email address, complete the reCAPTCHA security and select Continue.

 

Does this result in a message indicating the mailbox is deleted through non-use?

 

If there's an alternate email address or mobile number shown that you recognise from the hints, and have access to, then please select one of those to send a password reset. If you/she can sign in to TalkTalk Mail webmail then for routine password changes select the password reset to be sent to the account itself or, preferably, update Reset details via the TalkTalk Mail main settings menu then use the Forgotten Password journey.

 

Let us know the outcome and I'll advise accordingly.

GondolaVolunteer 2017-2021

 Like below to appreciate my help . . . Best answer is + Accept as Solution