Need access to dormant email address

[Raintown]

Hi all, I need access to a dormant tiscali email address that I haven't used for more than a decade.  I've tried resetting the password but nothing is coming through to my recovery email or my phone. Any advice greatly appreciated, thank-you.

[Raintown]

Hi @kanya-TT 

OK, so I followed advice below and clicked into mail box manager. The email address I need to access is not listed. Is there any way of recovering an old email address?

Thank-you

[kanya-TT]

Hey @Raintown. We are waiting for your feedback.

Kanya

[nameunknown_]

@kanya-TT 

There are issues with the information on the Changing your email password page, which TalkTalk ought to put right, in order to make the information provided clearer and more helpful.

The black button labelled 'Reset password now' at the top under the first paragraph takes you to:

https://service.talktalk.co.uk/resetpassword/identify?journey=forgot

That is for resetting MyAccount password, as is the first link in the paragraph below it.

The second link in that paragraph is the correct link for resetting an email account password.

The information under 'Reset or forgotten your email password' provides a link to the Mailbox Manager. A forgotten password cannot be dealt with in the Mailbox Manager, because the change password option in the Mailbox Manager requires the current password too. The customer must have the email address and password for an email account with admin access rights in order to log in to the Mailbox Manager.

The heading 'Reset or forgotten your email password' should be changed to 'Change your email password'.

I provided similar information about this page 3 weeks ago, and requested that the information was forwarded to the appropriate team.

[kanya-TT]

Hey there, @Raintown. Below is a link that will guide on the steps you can take in recovering your details.

Changing your email password

Kanya

[nameunknown_]

@Raintown 

Mandisa-TT said you have two email accounts linked to your TalkTalk account.

Do you know the email address and password for your second email acccount?

You can change recovery details by logging into the Mailbox Manager, https://apps.talktalk.co.uk/myaccount/#/login. To do that you need to use one of your email addresses and the password for that email address. Once logged in, click on Mailbox Manager, then click on the arrow to the right of the email account that you want to modify.

According to:
https://help-centre.talktalk.co.uk/Email/Access_or_Check_my_email/Changing_your_email_password

"If you're unable to reset your password because you don't have recovery details or they are no longer correct you'll need to contact us to update these.", i.e. it says TalkTalk can update your recovery details for you.

[Raintown]

Hi @mandisa1-TT , can you advise how I do this please. Thank-you.

[mandisa1-TT]

Can you please try changing the email address that you updated to receive the recovery details on.

[mandisa1-TT]

Hi there @Raintown I will be looking into this for you.

[Raintown]

Yes. and when I try to reset the password it is going to my recovery email address and phone number but I am not receiving either 😞

[Philile-TT]

@Raintown when you trying to log in is it saying the password is wrong? 

[Raintown]

Hi @nambuso-TT when I tried to access the recovery email and mobile number were correct but I didn't receive any communication on either platforms.  I checked spam/junk too and nothing 😞

[nambuso-TT]

Hi there @Raintown Please double check if the recovery email and address and mobile number are correct as that could be the reason why the password is not coming through.

[Raintown]

Hi @Philile-TT not that I know of

[Philile-TT]

Are there any restrictions on your emails? 

[Raintown]

Hi @Mandisa-TT, it's ok, I found it and have added the email address. Thank-you.

[Raintown]

Hi @Mandisa-TT please could you advise how I find the private note...sorry if that's a daft question 🙈

[Mandisa-TT]

I have gained access to your account, and I do see that you have an active broadband account and there are 2 email addresses that are linked into your broadband account, can you please add the email address on your private note on your profile of the email address that you need help with.

[Mandisa-TT]

Hi @Raintown I will look into this for you.

[Gliwmaeden2]

Check in Spam, but if your address is not linked to a current broadband account with Talktalk, you may be too late to salvage it.

No staff are on here before Monday and Talktalk is divesting itself of legacy email addresses. The latest information is here:

https://community.talktalk.co.uk/t5/Articles/Email-Transition-FAQs/ta-p/3114888

Staff will let you know if they can help you with this, @Raintown. Add the address in Private Notes in the Personal Information area of your community profile for them to take a look. SAVE CHANGES.