Unable to access email

[KarlPage]

Hi - for some reason my password (which has been in existence for years) is showing as invalid and I'm locked out of the email account. I can't reset the password via email because I can't access emails. Also  I can't reset it via my mobile, because the number linked to my account is out of date and I can't access the account to update my mobile no.

[Ady-TalkTalk]

Hi KarlPage, apologies for missing updates from you. I've requested the Password Reset Tool be updated for you. It will complete within 24 hours. You can check by going to the Password Reset Tool intermittently and you'll see when the details have been updated. 

Ady

[KarlPage]

thanks Gondola

[Gondola]

Your new post has been merged with your original topic to avoid duplication of responses. I'll give Ady a nudge via TalkTalk workflow.

[KarlPage]

Having to re-post this to the wider group, since it's been radio silence from the support team for the last couple of weeks. I'm waiting for a link to reset my webmail password; I believe everything should be in place for that now. Hoping someone else from the support team can pick this up, as I've been unable to access my emails for over 3 weeks now.

[KarlPage]

I've answered the questions again Ady, hopefully this time it works 

[Ady-TalkTalk]

Hi KarlPage, the information in your profile is great for reference, but for security information it has to be provided with the other answers.

I've resent the question link. 

Ady

[Gliwmaeden2]

If your bills are sent to another email address, you should see the account number in any of these notifications, @KarlPage, or simply log into My Account. 

[KarlPage]

Hi Ady - my landline no. is already in my community profile under personal details. I don't know my account no. I'm afraid 

[Ady-TalkTalk]

Hi KarlPage, your details don't include either an account number or landline number do you have one? If you do I'll resend the information request if not I'll change it but even on that we do require the landline that links to the email address. 

Ady

[KarlPage]

Thanks Gondola. I did reply to Ady's message and I did update my personal details. Hopefully I'll hear from Ady shortly and can get this sorted.

[Gondola]

Hi Karl

I've merged your new topic with your previous topic.  Just to be clear, Ady-TalkTalk did respond to your original topic here. Just as I said he would. Ady sent you a Private Message to get your personal details to verify that you were indeed the registered owner of the email address. You need to pick up that message pretty promptly to answer the questions as the link does expire as a security precaution.

So, I will request Ady re-send that PM. This will be next week. So look out for a notification that you have a Private Message, sign back in to Community, and go to Private Messaging that is under the user avatar top right and by selecting the envelope icon.

Answer all the questions and be sure of the answers as all must be correct to pass security verification. 

[KarlPage]

OK, thanks

[Gliwmaeden2]

Staff will reply during the week, @KarlPage. They won't be on here over the weekend. 

[KarlPage]

Re-activating my problem via a new post owing to the lack of attention to my previous post - I've been a week without access to webmail now. As requested by TalkTalk earlier in the week, I've added an alternative email address and mobile number to my community profile, and I'm waiting for a link to rest my password but the communication has gone dead. Please can a TalkTalk operative help reactive this case?

[Ady-TalkTalk]

Hi KarlPage, I've sent you a personal message to obtain more information. 

Ady

[KarlPage]

thanks Gondola

[Gondola]

A weak password or compromised email account can trigger a password reset or blocking of the mailbox to help secure customer data. You may need help to recover access. If the password hasn't been upgraded to meet the current requirements then bear in mind when setting a new password in due course that it must be a minimum of 8 characters (but I recommend 12-15) multicase letters and at least one number and one symbol.

I'll let TalkTalk know that the password recovery options haven't been kept up to date. A TalkTalk Support member will need to verify you as the registered email user and set up your password recovery 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 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 email address needing recovery

 Check and Save changes

Select here:  Update your profile

A TalkTalk Support member will reply to this thread and then Community Private Message you to confirm your customer account details and or details related to the original registration of the email address. Also requested will be the alternate email address and mobile number for password recovery Reset details.

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.

Let us know if you need more guidance, particularly if the lockout is not just because the password does not meet current security strength and there's a suspicion that the mailbox password has been discovered. There are then additional checks required.