Please restore email access.

[Richy10]

Please restore email. See profile

[mandisa1-TT]

Thank you so much @Richy10 Please contact the full fibre team on 03451720074 - VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed. As on my end it is not allowing me to start checks for you to assist with the recovery link issue

[Richy10]

done

[mandisa1-TT]

My apologizes @Richy10 There was a glitch with my systems, I will be assisting you with this. Please clear your browser cookies and cache.

[Richy10]

Just checked. It's in the Private notes part that staff should be able to read. As below:

• Within your Profile there is a field for Private Notes, that only you and Staff Members can view. In this field list every TalkTalk and legacy email addresses you wish to be linked to your account.

[mandisa1-TT]

The email address is not listed on your profile. Please update your profile

[Richy10]

The live chat was on Monday afternoon. 72 hours ago. Please escalate it. The full lineone.net email address is in my profile. If it needs a password reset please send the link the the email address or phone used with my talktalk broadband account.

[mandisa1-TT]

I understand and sincerely apologize for the inconvenience caused to both you and your wife. I would advise please allow the 24 hours stated by the live chat and should the issue still not be resolved, please contact us, we will be able to assist you further and escalate this for you.

[Richy10]

No. If try to sign in on TalkTalk webmail the error message is "The password is incorrect". But this is a catch all error. Get the same with random email address.

[mandisa1-TT]

We sincerely apologize for the inconvenience caused to you, just to confirm does the Email show the Email has been deleted?

[Richy10]

Another 40+ minute Live Chat on Monday. No progress,
The agent said that she would add my phone number as recovery information to my wife's lineone.net email address within 24 hours. (so the forgot password link would send recovery info to my mobile). Again it has not happened.
I am disgusted that TalkTalk would mess around with this email address and will not or cannot restore it. She has had the email address for over 25 years and we have been with TalkTalk for around 20 years. Will be leaving as soon as current contract ends.

[nambuso-TT]

It sounds incredibly frustrating to deal with such technical issues, especially after spending 40 minutes on Live Chat without significant progress. It’s disappointing that your wife was initially informed that she needed to subscribe to a paid service to keep the email active, only for you to reveal later that you are the actual account holder. That must have been quite an ordeal. it's understandable to feel let down, particularly after being promised a password reset link within 24 hours, which hasn’t arrived. It’s certainly not ideal, and you both deserve a smoother and more efficient resolution. Please do contact them again regarding this as they might have an update as to why the password reset link was not sent to your wife.

[nambuso-TT]

I am very sorry to hear that @Richy10. Please bear with me while I check if there are any notes left on the account.

[Richy10]

After 40 minutes on Live Chat no progress.
My wife was told that she "must subscribe to a paid Everymail service to keep email active" as she is not the talktalk account holder.
After I told them that I was the TalkTalk broadband account holder and that my wife's email address is linked to it, they eventually took the problem seriously and said they would send the password reset link to my email address ( the one used for the broadband account) within 24 hours. 24 hours has passed and nothing.

Please ensure the reset email is sent.

[nambuso-TT]

You can ask the account holder which is your wife to contact us so that we can look further into this. You can use the live chat link https://community.talktalk.co.uk/t5/Articles/Our-live-chat-team/ta-p/2230529 or you can call in thanks: 03451720088

They are open Monday - Friday 9am- 7pm and Saturday 9am- 6pm

[nambuso-TT]

Allow me to look into this

[Richy10]

Thank you nambuso_TT for your response.
There is no way to choose where the reset link is sent.
The email address and mobile phone connected to the main TalkTalk broadband account are valid and working but the reset link was not sent to either.
It's my wife's legacy lineone.net email password that needs a reset. It is unclear where the reset link is sent. The only contact details TalkTalk have for this email address is the email address itself which she cannot access.

[nambuso-TT]

@Richy10 consider these alternatives: Alternate Email: If there's a secondary email on the account, try having the reset link sent there. SMS Verification: If a phone number is linked, verify that it's still valid and attempt the reset again.

[nambuso-TT]

Hi there @Gliwmaeden2 Thank you very much for sharing the above link.

[Gliwmaeden2]

@Richy10, staff will have clocked off at 5pm. They'll be back from 7am tomorrow. 

For further help today, try support via phone or Chat, as they may be able to help with the password reset:

https://help-centre.talktalk.co.uk/Billing_and_Payments/Something_else/How_to_contact_TalkTalk_Broad...

Also run antivirus checks on all devices. 

[Richy10]

The error message when log in with Webmail is:

The password is incorrect.

Her password has not been changed for years. Have just tried to reset password with the "Forgot your password" but have not received any reset link. Most likely her phone number and alternate email address are not known to TalkTalk.