Unable to access Webmail - User Account Deactivated

[VJLUK]

Please can you tell me how this was resolved as I am having the same issue. 😞 thank you

[Ady-TalkTalk]

I've checked your account again, it is limited to webmail only but it's definitely not barred any longer.

Ady

[Ady-TalkTalk]

You should find your mailbox is working normally now.

Ady

[Chris-TalkTalk]

Hi VJLUK,

I've sent you a PM to confirm some details so that we can look into this further

Thanks

Chris

[VJLUK]

that is so helpful . 🙂 thank you sooooooooo much I can't tell you how much I appreciate your assistance. I'm a bit green on all this messaging stuff. thanks again and regards V

[Gondola]

OK, that tells me that the barring is not because of a security issue.  Which leaves barring in error or because the mailbox is flagged for deletion because it's not linked to an active customer MyAccount.

TalkTalk Support will pick up this topic from here and let you know what they find.

It may be tomorrow before you see a reply here and you may be asked to provide further details via Community personal messaging (PM) which is accessed via your avatar top right of this page when logged in to Community. When PM is active you'll see an envelope icon after selecting the avatar so select that envelope to see messages.

[VJLUK]

Thank you. I can and have reset the password twice using the auth code via my mobile number, but once the password is changed I get the same user is deactivated notification when I try and log in 😞 thank you for your help. V

[Gondola]

Yes, perfect sense, but as you're not a TalkTalk customer the mailbox may be deactivated after 6 months of webmail only access prior to deletion.

Or the mailbox may be deactivated by the barring process because the system has detected potential unauthorised activity.

Or the mailbox may have been barred in error.

So, the first thing to try is a password upgrade to see if that restores access.

The Reset your password now button in the help article  Changing your email password will take you to password reset and recovery. 

If the email address is still active on the TalkTalk Mail platform and you have set up password recovery options, in advance, that you recognise from the *****hints, then you can send your alternate email address a link or your mobile a 6-digit code to authorise a password reset.

Let us know if you see an error message and let us know what that indicates and let us know if you have been able to successfully upgrade the password or not.

[VJLUK]

Hi Gondola. thank you for your message. I was a talk talk customer until I moved house and talktalk wasn't available at the speeds I needed for work. I now access my email via webmail and it is this connection that isn't allowing me access to them. does that make sense? thank you and regards

V

[Gondola]

Are you a TalkTalk Consumer home broadband or MailPlus subscription customer and is your email address added to your customer MyAccount?

Prepare for TalkTalk Support - include in the Community Profile (not in these public posts):

 Account holder name, TalkTalk home 'phone number (if not Data Only broadband)

 Alternative mobile contact number. Full address with postcode (in the Location box)

 Scroll down to Private notes to add the customer email address and account number

 Check and Save changes

Select here:  Update your profile