Trying to reset my password

[Foneman]

Hi Gondola,

I am trying to reset my dsl.pipex password with the link you show me in your post.

I have entered my Pipex master dsl email & alternatively my user email, but I get a popup that says. " "The email entered does not have a registered domain. "

As I haven't a TalkTalk registered account. Please advise how to resolve this.

[Foneman]

Thanks, Ady,

I have got a little further down the road, now with my TalkTalk Account number.

For a short time, the change of password was successful until you enter SAVE CHANGES then you get a technical error popup, try again later.

Not sure if this is just a local fault or again a block.

[Ady-TalkTalk]

You need to put a request in writing to the GDPR team in order to have this investigated fully for you. To your other point many customers have found themselves limited by having the incorrect settings.

Ady

[Foneman]

Hi Ady,

No joy with TalkTalk. No one I spoke to was clearly not familiar with a Master email address.

Considering TalkTalk aquired Pipex accounts possibly over 15 years ago, it would be difficult to locate this information.

I think this would be beneficial for TalkTalk to update their records so old Pipex customers can get access to new login details.

Hi Ady,

No joy with TalkTalk, anyone I spoke to was clearly not familiar with a Master email address. TalkTalk aquired Pipex over 15 years ago. There appears little chance of recovering this information. The problem is that a good number of Pipex email addresses will be lost due to the new login password requirements.

Due to these special circumstances could we not have our login details updated so we can get access to password changes?

[Foneman]

Thank you Ady,

I will give that a try.

I can't be the only ex-Pipex customer that is having this problem since TalkTalk revised their settings.

[Ady-TalkTalk]

The only thing I can suggest is that you contact the GDPR team who may be able to find a way to help you. You need to follow the steps in the Information We Hold On You help article. 

Ady

[Foneman]

Hi Ady,

I hear what you say but surely there must be a way to resolve a lost master email address.

I assume the master address was originally transmitted to me to my alias email address.

Unfortunately, I have no recollection of this due to the length of time TalkTalk acquired my Pipex account.

It is obviously important to me to keep my email address.

The information from TalkTalk could be sent securely to my webmail account.

I have the master email address from Pipex if this would help.

[Ady-TalkTalk]

Hi Foneman, I'm not permitted to tell you the master address. I can set up password reset information for it once you are able to identify it, but for obvious security reasons I'm not able to provide the address to you. 

Ady

[Foneman]

No problem

Again, many thanks for all your help.

Have a good weekend.

[Gondola]

Grateful thanks for looking. I'm sure Ady will be able to look up the master mailbox address.

Heads up that although Ady is signed in today I haven't seen him replying so it may well be that a response may not be until next week.

[Foneman]

Hi Gondola,

Portal only shows my Alias email, with no dropdown arrow as I only have one address.

Thank you for all your replies, it would appear that the answer is with the Master email address.

[Gondola]

I'll ask Ady to do a lookup for the master mailbox address.

I don't know if this will show the master address or not - If you sign in to webmail and then select Portal from the blue header to the right of the TalkTalk logo does that show you are signed in as your alias address or does it give the master address? 

Next, if you start to Compose a new email and select the downward facing arrowhead on the end of the From email address line does that give you the option of sending from other addresses? One being the master address?

[Foneman]

Hi Gondola,

yes, I  can sign out & sign back in with my current email & password for my webmail.

I had reset my details from the settings on my webmail page, but I need to update my password.

Unfortunately, I have no recollection of a master email from TalkTalk.

I am still able to receive emails from my iPhone, is it possible for TalkTalk to resend this master email address to my current email address?

[Gondola]

Just to add that if you're using your former pipex customer account login then that is not the master email mailbox address so that's why that would get a 'no domain' error message. When the pipex mailboxes were migrated to the TalkTalk Mail platform the users were sent an email from TalkTalk giving the master mailbox address and any linked aliases. Just in case this helps you to identify the address.

[Gondola]

If you enter an incorrect or an alias address in Password recovery you'll get the 'no domain' error message. The actual error message is "The email address entered does not have a TalkTalk domain. Please try again."

First check you can sign in to webmail to check the Reset details.

Select here:  Sign in to TalkTalk Mail

Enter your pipex email address and your email password, select Sign in. This can be either the master address or a linked alias address and if the alias address is linked it'll show the same mailbox. If you have multiple aliases for the same master mailbox they'll all be signed in to the master mailbox. You'll need to sign out of the mailbox to sign in with a different address.

Update your reset details is an option on the main settings menu (triple line icon on the top right header or cog icon on a mobile browser).

Check, update and Save the Reset details if needed, then use the Reset password now button in the help page  Changing your email password. But this must be a master mailbox address.

My recommendation is to exceed the minimum required and use a password of 12-15 multicase letters and numbers and a symbol. Created from multiple words gives an opportunity to memorise the password that, for security, needs to be unique to the mailbox. The Internet browser that you use for TalkTalk Mail may also offer to generate a secure password and can save the login for you.