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Need to reset my onetel email password

First Timer
Message 7 of 7

I’ve had a onetel email address for a long time and instead of completely removing it, decided it would be best to leave it and access occasionally via the new (!) talktalk system. 

But it now won’t accept what I thought was my current password. I’ve now set up a tt account and as a previous person was advised, put my email address and phone details into the private notes area. 

Can a tt support person contact me via phone or email to get the process running ?

Many thanks,



Message 1 of 7

OK, that's promising as it means that right now the mailbox is active on the TalkTalk Mail platform. So, we just need to get your password recovery reset details set up so you can set a new strong password and recover webmail access. It'll likely be webmail only access and you may well find an email in the Inbox from TalkTalk giving you an estimated timescale for you to consider subscribing to TalkTalk Mail to retain the use of the mailbox at least in the short term, as a MailPlus subscriber.


If you are not a TalkTalk Consumer (home broadband) customer your mailbox may get limited or restricted to webmail only access unless you've subscribed to   TalkTalk Mail Plus to retain the use of a TalkTalk Mail email address.


If you have a mail message from TalkTalk about limited access or deletion of your TalkTalk managed email address and mailbox then you must add your TalkTalk mailbox address to a TalkTalk Consumer home broadband or MailPlus MyAccount* to avoid deletion after 180 days. After 60 days from the first mail message notification from TalkTalk the mailbox is limited or restricted to webmail only access.


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.


GondolaVolunteer 2017-2022

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First Timer
Message 2 of 7

Thanks again. Ok, so :

1. Just tried sending a msg to the onetel mailbox, and it hasn't errored.

2. The external website says: "deliverable".

3. Using the "reset password now" button from webmail gives me the option (only) to send the password to my onetel address. 😞


I did leave my contact details in the private notes section if thats possible to try ?



Message 3 of 7

Hi enyawh 


First we need to determine if the email address still exists.


Mailboxes are flagged for deletion if the user doesn't sign in at least once every 180 days. The help page  Deleted Email error message explains more.


So first you'd check if the email address is still active. Send the email address a mail message and see if you get an immediate bounceback error message saying 'Undeliverable' that means the mailbox isn't active.


Then  enter the email address at Verifalia, an external website that verifies if an email address exists. Enter the email address, complete the reCAPTCHA and select the Validate button. Does the top line response say 'Deliverable' or something else?


Finally, use the Reset password now button in the Help page  Changing your email password to see if you get a deleted or no domain error message or if you actually do have password recovery options saved.


Let us know the outcome in each case.

GondolaVolunteer 2017-2022

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First Timer
Message 4 of 7

Thanks for the quick responses ! I'm not a talktalk broadband customer, but did try and set up an account in order to ask this question on the community site. Unfortunately I cant sign in to talktalk mail (as used to be able to a while back), as the password I try is not accepted.


How to move on ... ?


Support Team
Message 5 of 7

Hi enyawh, as Gondola has asked do you have a TalkTalk account?



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.

Community Star
Message 6 of 7

Hi Wayne


Heads up that orphan email addresses, that's TalkTalk Mail addresses, including addresses, that are not added to an active TalkTalk Consumer customer MyAccount, are being limited to Internet browser webmail access and flagged for deletion if no action is taken*. TalkTalk email notifications are being sent.


Are you a TalkTalk Consumer home broadband or MailPlus, mail only, subscriber customer and if so is the TalkTalk Mail email address ending in added to your customer MyAccount?  Let us know your customer status and if you're taking a full-fibre home broadband service from TalkTalk. Manage TalkTalk Mail options are not yet included in the full-fibre MyAccount management. 


 Email not showing in My Account


Select here: Sign in to TalkTalk Mail


Enter your email address and password, select Sign in. If you know the current email password you'll get signed in via this webmail access.


* The action to take to restore email access on supported devices is:

  • Add the email address to an active TalkTalk Consumer customer MyAccount
  • If not a customer, rejoin TalkTalk for home broadband or subscribe to  TalkTalk MailPlus

 About TalkTalk MailPlus

GondolaVolunteer 2017-2022

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