An old friend of mine called me for help this week after he found he could not access his Talktalk email account which he has had for many years. He was getting the "incorrect password" message. He said he has not changed it and as I had a similar experience when I found the same thing happened to my email account last week I am confident that he didn't.
I have since discovered that if existing passwords do not contain the new accepted combination of uppercase and lowercase characters and numbers then the old password will not work forcing the customer to change it.
As I said I was able to reset my password with the reset email I had set up.
But my friend, being completely unaware of it's existence has never set up any Password Recovery, so the recovery email is going to the same email address that he cannot access. There is also a phone number option which shows the last four digits of a number '1111'. My aged friend has never had a mobile phone so he has no clue as to what that phone number is or who it belongs to so that option is of no use.
He has his home broadband and telephone through Talktalk and has contacted them in the past always by phone so he has all the account details and passwords necessary to pass customer service security.
Therefore my question is - Can anyone advise as to how he can reset his password if he has no recovery email or phone number set up? Is there a phone number he can ring or is it possible to get it resolved through this forum?
