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Email password change

Arnold Goad
First Timer
Message 5 of 5

I have 2 TalkTalk email addresses, one I use to login to My Account and that works OK. The second email address is for my emails that I have used for 15+ years. For some reason since Christmas I cannot log into my webmail (from several computers) as I am told "incorrect password" If I try to reset the password it eventually comes up with an option to send a reset password email to either the email address I cannot access or a second email address that is not mine. What can I do?

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4 REPLIES 4

Message 1 of 5

Hi Arnold Goad, I'm afraid some of the information you've provided doesn't match what's held on system. I've sent you a new link. This time please provide the email address registered to MyAccount and the last 4 digits of your payment method. 

 

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 2 of 5

Hi Arnold Goad, I've sent you a personal message to get more information.

 

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.


Arnold Goad
First Timer
Message 3 of 5

Thank you for your swift reply, I will do as you suggest.

Gondola
Community Star
Message 4 of 5

Hi Arnold Goad 

 

The symptoms you describe are of someone discovering your password, setting up their own email for a password change and then changing the password to lock you out.

 

I'll let TalkTalk know that the password recovery options aren't available. 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 Mail Support by including in your Community Profile:

  • Your name, current home 'phone number (if available). An alternative (mobile preferred) contact number. Full address with postcode (Location)
  • Scroll down to Private notes to add the email address needing recovery, other notes etc
  • After checking and updating, Save changes

Select here: Update your profile

A TalkTalk Support member will reply to this thread and then Community Personal Message you to confirm your customer account details and or details related to the original registration of the email address.

 

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. And when you do get access via the  TalkTalk Mail sign in check there's no Auto forward or Filter rule diverting your mail messages.

  • Select the Main Settings menu icon      triple line icon top right on the blue header
    (Mobile browser? use the desktop version)
  • Select Settings from the top of the menu
  • Select the inward facing arrowhead by Mail (or Email) in the left side panel
  • Select Filter Rules
    If you see There is no rule defined then you need go no further.
  • To delete a Filter rule including any Auto forward
    select the Dustbin icon    to the right of the rule
    The icon background will turn red   
  • To confirm you really want to delete this Filter rule
    Select the blue Delete button

Also check the Address Book for rogue email addresses left there, particularly in Distribution Lists. Let us know if you need more guidance.

 

GondolaVolunteer 2017-2022

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