on 04-10-2021 08:56 AM
I need some assistance with a talktalk.net email address that for some reason has become inaccessible please. I am receiving a 'Password Incorrect' error when using either an email client (Outlook) or attempting to log in via webmail. As far as I am aware there have been no changes made to the password so don't quite understand what's happened?
The reset password route is problematic as the 1st recovery email address is the one that I can't access and the 2nd is a legacy onetel.com email address that I no longer use.
I spent some time yesterday with online support trying to resolve the issue but unfortunately have not managed to do so. We managed to register for 'My Account' but have not been successful in adding the talktalk.net email address to the account as that requires the password to be entered which again results in a 'Password Incorrect' error.
I think I have added all the relevant details to my profile and would be grateful if somebody could assist with the password recovery so I can access my email account again.
on 06-10-2021 10:05 AM
Hi votocopy, sorry for the delay in getting back to you. I've sent you a personal message to obtain more information.
on 04-10-2021 11:54 AM
I'll let TalkTalk know that the password recovery options aren't available because they're out of date. A TalkTalk Support member will need to verify you as the registered email user and set up your password recovery new 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:
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.
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.
Let us know if you need more guidance.