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Lineone email problems invalid username & password

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16 REPLIES 16
kdp999
Conversation Starter

Same problem since 8am (ish) 7 March, support are totally clueless, and then ignore me, wrote to the CEO of talk-talk, support replied but still useless.

 

Who does one compalin to after talk-talk - is there a regulatory body or ombudsam to help ?

Gondola
Community Star

Hi @kdp999

 

The email system may detect a weak password* or compromised email account and change the password or lock the account for the security of customers.

 

Have you previously set up Password Recovery for the Lineone email address? You could use the Reset your Password option. Or if you're a TalkTalk broadband customer or recent customer you can change your email password in MyAccount > My Services > Webmail - Manage Webmail if the email is listed there.

 

If not, just double check that you've added to your Community Profile, Personal Information (Click here) all of the following in the Private Notes area at the bottom of the page:

 

Email address affected.

Your Full Name.

Date of Birth.

Phone number linked to the Lineone email address when first registered.

Full postal address linked to the Lineone email address when first registered.

 

Include your mobile contact number and times to call - daytimes when you'll be there in person to receive the password and speak to the email team (for your security they won't leave a message with the password and there's no number to call them). Don't forget to save changes.

 

The personal information is used to verify the details recorded for the owner of the email address.

 

This topic has been escalated to the TalkTalk Community support team and the email expert will respond to you right here to help you with account or password recovery.


* The General Data Protection Regulation (GDPR) (Regulation (EU) 2016/679) comes into force on 25 May 2018. The GDPR is a regulation intended to strengthen data protection for all individuals within the European Union (EU). Password strength is crucially important in order to help secure and protect personal data.

 

GondolaVolunteer 2017-2021

 Give Likes below to appreciate my help . . . and to help others Best Answer

kdp999
Conversation Starter

Thanks for the reply, I have put all the personal info in the private area of my profile. Sadly the password recovery screen uses work email and mobile, and I did not update it when I moved jobs, so cannot access it.

Gondola
Community Star

...I anticipate that you'll have a new ultra-strong password directly from a TalkTalk team member by the end of the week if the ownership verification is ok.  There is a bit of a wait due to the Easter holiday but I'd expect a TalkTalk response here on Wednesday.

 

For security, I think we should highlight to the email expert OCE that the current recovery details for the account are not accessible and should be unlinked from the email account.

GondolaVolunteer 2017-2021

 Give Likes below to appreciate my help . . . and to help others Best Answer

kdp999
Conversation Starter

Week is over and stil nothing, but I have been out of contact a bit the last week, if the support people can email me at the Sky email address, used for this forum, with a 2-3 hour time window next week, I can make sure I can be contacted.

Gondola
Community Star

Hi @kdp999

 

I see that this request for password recovery hasn't been picked up by the TalkTalk email expert so I've re-escalated a request into the OCE workflow in the hope that it'll be picked up on Monday.  (OCE support working hours are weekdays 8am-4pm).

 

Upon successful ownership verification a Networks colleague will get a support ticket, unlink the old recovery details and set a new password.  If it's possible to put the time window in your Community profile, Private Notes box, ready to be put on the support ticket then you'll get a call on your mobile at that time.

GondolaVolunteer 2017-2021

 Give Likes below to appreciate my help . . . and to help others Best Answer

OCE_Ady
Community Team - TT Staff

Hi kdp999, can you add a mobile number that we can reach you on in the private notes section once you have I'll get your password reset 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.


kdp999
Conversation Starter

Will do.

OCE_Ady
Community Team - TT Staff

Thanks, I've raised the fault ticket for you. You'll get a call soon with your new password. Please let us 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.


kdp999
Conversation Starter

Apart from a text saying we are working on it, nothing, which is exactly what happended when I first raised the issue with support, 5 weeks ago ! Are we sure something is going to be done ?

OCE_Ady
Community Team - TT Staff

kdp999, I've sent another chaser to my colleagues and will post back once I hear from them. I'm hoping you'll hear today.


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.


kdp999
Conversation Starter

Have just had a call, and have password reset for email, still cannot get into my account to update the reset email and phone number, this has been passed to another dept.

 

Many thanks for the help on this forum, shame it took 5 weeks after I raised it first with oneline support to get it fixed.

OCE_Ady
Community Team - TT Staff

If you need help with getting the email added to MyAccount let me know. If you don't have MyAccount access now then you won't be able to add the mailbox. If you do have access and this mail address was the login for a previous MyAccount then you also won't be able to add it. 


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.


kdp999
Conversation Starter

First many thanks for the offer of help, not sure if I fully understand your reply but here are the facts:

1 The email I was locked out of is the one I use to access my-account

2 When I was first locked out I could not access my-account, but if I chose the forgoten password option, it showed me a reset email and mobile number (with a few ** in I think), but I could tell they were old work ones I could not access.

3 If I try the forgoten email option now it does not recognise the email address.

 

I need access to my account to change the password given me yesterday by phone and most importantly to change the reset email and mobile number to ones I can access in case I have this problem again.

OCE_Ady
Community Team - TT Staff

Ok then you're not currently able to change the password or the reset details. That however will change with the launch of the new mail platform. In the meantime if you need another reset just give me a shout and I'll get it done 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.


kdp999
Conversation Starter
OK, and thanks for the help
OCE_Ady
Community Team - TT Staff

You're most welcome. If you keep an eye on the email forums you'll see any news as it's released and we'll be able to get you registered for Password Reset. 


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.