No access to email

[DavidB9]

Since the 10th June I have had no access to my email either by Thurderbird or through webmail. I get msgs that my email pwd is incorrect but I have not altered it. Every time I go through the process the 'comedian' in the live chat assures me that after 24 hours I will get a reset link and have advsed more than once of an alternative email adr to send the link or even to my phone. I NEVER get the link. It is as if that the email has been comprimised but no one can assure me that it has not been. So before I raise a formal complaint does anyone have suggestions to fix this

[Billx]

Hi, @DavidB9 

The instructions that @sabelo-TT gave you on ‎2025-07-31, 12:13 PM  are incorrect and confusing.

There 2 ways you can change your email recovery details

It can be done either by

1. logging into TalkTalk Mailbox Manager at https://apps.talktalk.co.uk/myaccount/#/mailbox-manager

or

2. logging in to TalkTalk webmail at https://apps.talktalk.co.uk/appsuite/

@sabelo-TT tried to describe the 2nd way

So, via your browser, go to https://apps.talktalk.co.uk/appsuite/ and log in.

At the far right of the webmail window, you will see your email profile button, which has your initials.

(It is not the the burger menu or the cogwheel button)

So,

1. click on your email profile button

2. click on 'Update your reset details'

3 in the new window, change your mobile phone and/or change your alternate email address

By the way, this has nothing to do with 'MyAccount', which is the place to deal with your broadband account.

Bill

[Philile-TT]

@DavidB9 you have no access using only third party clients? 

[DavidB9]

Thant's fine except I do NOT see any option to 'Reset Recovery Details'. So as it stands your instruction is as useless as all that have gone before. I do apologise if I sound ungrateful but I see absolutely NO progress. Why can you not do what I ask and implement the changes yourself ? Surely if I have no access I also have no access to these settings.

[sabelo-TT]

I hear your concerns @DavidB9. I have just removed the alternative email address from our conversation as this will be sensitive information. However, I will need for you to conduct the change of password on your end and with this being said, I will provide the steps on my end to you and you must attempt to update your recovery details via your MyAccount. 

Adding & updating your recovery details

1. Log into your TalkTalk mail via Webmail
2. From the burger menu (3 stacked lines) on the right of the screen or cog wheel if using mobile select Update your reset details
3. Add or change the  Mobile phone number
4. Add or change Alternative email address 
5. When complete, select Save

[DavidB9]

No other number. I can advise you of one other email addr which is not connected to either talktalk or gmail. It is the mail addr of my website = we******* If this is put in place and I still get no satisfaction I will give up. But I still wonder if my mail was stopped due to a flurry of activity on the day it 'went down' - I was getting a pile of mails from all sorts of places about pwd changes which I myself had not instigated. I did get a 'phishing mail' -not replied to- and the 'villain' who sent this could have spooked my whole service. I must leave now as I have an important meeting to attend. Maybe you can email me at the addr on my profile to advise of where I am now.

[sabelo-TT]

Thank you for this. Do you have an alternative number or email address you can insert for the recovery details upon you resetting the password of your email address?

[DavidB9]

I have a mobile - you should be able to see the no (ends with 3346) and was also advised that the reset link would also be sent there. But NOTHING. And that works since it was tested this very day when it was used to assist my log-in. No other device. But just a thought. Since I have changed my email on My Account, is it worth trying the log in proceedure once agin to see if I get a reset link to that (BTW that was also the recovery email addr). 

[sabelo-TT]

@DavidB9, if I may kindly ask, do you have an alternative device you can use as backup to resetting your email password?

[DavidB9]

Sure. This is the advice I always get and the recovery details NEVER work(no email received at the stated recovery email addr.). I know I am late in getting back(been away) but I am trying this new approach since I seem to simply waste my time through the live-chat. I get apologies but no definitive action. A pretty good way to treat a long-standing customer !!

[mandisa1-TT]

The agent submitted a form to update your recovery details and you were advised of the 24 hours SLA. This was on the 8th of July 2025

[DavidB9]

No The email I have an issue with ends with talktalk.net - my original email addr for many years (15+). I updated my profile just that I can actually receive emails. There are many emails I currently MUST receive on the original addr. I know that things are changing with talktalk mail but unless this issue is resolved there is NO way I will subscribe to the new service.

[mandisa1-TT]

Hi there @DavidB9 We apologize for the inconvenience caused to you. Just to confirm the email with an issue is the one you have updated on your profile?