on 13-05-2018 08:05 PM
I am trying to reset the password of my mums email address for her so I can set it up on her new iPhone as she has forgotten it. However I cannot reset it because we no longer have an account with talktalk so there is nowhere for me to go to reset it...this email is 15 years+ old and we haven’t been with talk talk for around 3 years.
on 17-05-2018 07:36 AM
on 15-05-2018 07:58 AM
Hi TomWhitworth, I've raised the fualt ticket for you. I was concerned about the DOB you added. Can you double check it for me and if you have to modify it let me know as soon as possible then I can correct the ticket.
on 14-05-2018 04:12 PM
Ady will advise tomorrow. What happens is that the email ownership details are checked and verified and ticket is raised for a new ultra-strong password which is then passed directly to your mum on her mobile contact number. A Networks team member will run through a security check with your mum, give her the password, and, if possible, try to make sure that the password is working ok.
A heads-up that the password isn't going to be particularly memorable so give your mum advance information to have a pen and paper handy to write down the password.
on 14-05-2018 10:26 AM
Hi TomWhitworth, once you've followed Gondola's advice post back to let us know if you still need help.
on 13-05-2018 09:50 PM
If not, she'll need to prove legal ownership of the email. Double check that you've added to your Community Profile, Personal Information (Click here) all of the following in the Private Notes area at the bottom of the page:
Email address affected.
Her Full Name.
Her Date of Birth.
Phone number linked to the email address when she first registered.
Full postal address linked to the email address when first registered.
Include her mobile contact number and times to call - daytimes when she'll be there in person to receive the password and speak to the email team (for security they won't leave a message with the password and there's no number to call them). Don't forget to save changes.
The personal information is used to verify the details recorded for the owner of the email address.
This topic has been escalated to the TalkTalk Community support team and the email expert will respond to you, right here, to help you with the setting of a new ultra-strong password.