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OneTel email login problem

First Timer
Message 4 of 4

I do not have a Talk Talk account and have never had one.  However I do have an two old Onetel email accounts which I use for all my online accounts and logins etc.

As of a couple of days ago I can no longer log into either account. I get a message saying the password is incorrect. I do get an option to get a reset link but this will be sent to the existing email address, which I cant access.

I have spoken to customer support but they are unable to help because I don’t have an account paid with Talk Talk. I need to get access to the email accounts because I need the information saved inside the created folders, passwords/insurance documents and so on.

I need to change the passwords immediately but cannot do it via the Horde login.  How can I reset these passwords urgetly please?

Kind Regards

Stay Well

Support Team
Message 1 of 4

Hi vanreet, did you get your issue resolved?



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.


First Timer
Message 2 of 4

Thanks for the info.  Profile has been fully updated and I await further contact.  

Kind Regards

Stay Well

Community Star
Message 3 of 4

Hi vanreet 


A weak password or compromised email account can trigger a password reset or blocking of the mailbox to help secure customer data. You may need help to recover access.  But the Horde login is no longer active.

All logins are via the  TalkTalk Mail sign in.


Heads up that as 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 that also includes legacy onetel mail domains.


Password Reset details should have been set up for the email address so that an alternate email address and or mobile number can receive a password reset link or 6 digit code via the Forgotten your password? option. Enter your email address, complete the reCAPTCHA security and select Continue.


But I'll let TalkTalk know that the password recovery (Reset details) 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 addresses 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 from Monday onwards and then Community Personal Message you to confirm details related to the original registration of the onetel email addresses.


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

Let us know if you need more guidance.


GondolaVolunteer 2017-2022

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