Unable to reset password - talktalk.net

[MWarr9]

Hi All - I am trying to access my 'talktalk.net' e-mail account. 

I lost access to my e-mails on Jan 1st and have been trying to reset my password ever since. I spent 3 hours using 'Chat' on Friday, my daughter sat for 3 hours on chat on Saturday, and another 3 hours on Tuesday and I still cannot access my e-mail account. They say they can reset my password then nothing happens!

I have a mobile and recovery e-mail set up. During the wonderful 'Chat' sessions they sent a code to my mobile (security check!) and eventually sent a reset password e-mail to my recovery e-mail, but it reset 'My Account' password and not my e-mail password. When I use forgot your password, I am not receiving anything on my mobile or to my recovery e-mail address. I am checking Spam folders but nothing.

I am 85 so these technical things are not easy for me, but I am now without my e-mail for 8 days and no-one seems to be able to help me. I have tried using Edge not chrome and deleting cookies and browser pages. 

If anyone can help me please, I would appreciate it. 

Thanks Mike

[mandisa1-TT]

Hi there @MWarr9,  You are most welcome and thank you so much for updating us it was successful:)

 

[MWarr9]

Hi, just to let you know I am in my e-mail account. I got a reset password link to my recovery e-mail address and when I clicked the link, it took me to a different reset password screen. I was able to reset my password and now I am in. Thank you for your help.

[mandisa1-TT]

I understand and I am sorry you did not get the resolution you are looking for. However as this is a community forum another member might jump in with a possible solution while we still waiting for feedback on our end. 

[MWarr9]

I will let you know tomorrow morning if I can log into my email account or not.

I appreciate your help, but I am again no further forward.

[mandisa1-TT]

Occasionally it can take some time for our back end systems to sync with the updated password.

Please wait several hours then re-test again. Please let us know if the issue is still resolved after 12 hours, as I have also escalated this for you on my end, we will certainly assist you further if the issue is still not ressolved tomorrow.

I am unable to reset your Email password on my end, that would be a breach.

[MWarr9]

ok, so what do I do now? Can you not reset my password, or generate an e-mail to my recovery e-mail (although they did that on Tuesday and it resulted in My Account password being reset!). Can you reset my password and private message me?

[mandisa1-TT]

I understand and sincerely apologize for the inconvenience caused. The email account should not be blocked as it is linked to your broadband account. As you have also confirmed after completing the steps I provided to you, it did say the email password has been reset successfully so it should not have reset my account password, there is clearly a glitch somewhere. Hence I have flagged this for you.

[MWarr9]

I understand things can take time, but after doing the reset password, when I log into My Account, I have to use the new password I have just created, so why when I am clicking the links and changing my password is it changing My Account and not my e-mail?  

I have been trying to do this from January 1st - every one I chat to eventually says 'Oh wait for 24 hours and try again'.

I have waited for 8 days now. There must be something wrong with my e-mail account - has it been blocked or something because I am trying so many times to log in? 

[mandisa1-TT]

Occasionally it can take some time for our back end systems to sync with the updated password.

Please wait several hours then re-test again.

If the problem persists for more than 12 hours contact us again and we will escalate the issue.

I have also flagged this, as the rest should not be changing my account password.

[MWarr9]

So back on public as it keeps saying I have reached the amount of private messages allowed!

Hi again, ok, so let me recap that I have done.

https://myaccount.talktalk.co.uk/forgotdetails/index/webmailindex

I used this link, done the steps, using the code sent to my mobile. It says you have successfully changed your e-mail password, click here to login - that link takes me back to the My Account login screen - my new e-mail password I have just created was actually My Account password. I have deleted browsing data/cookies etc. but when I go to this login screen Sign in - Webmail - it says The Password is incorrect. If I use the forgot password link and enter my talktalk.net e-mail address, nothing is received on my mobile or recovery e-mail.

So it appears, every time I try to reset my e-mail password, it is resetting My Account - is there something wrong with my e-mail account, has it been blocked as I have tried to reset my password so many times?

[mandisa1-TT]

Thank you for confirming that. Please refer to your private messages as I need to confirm personal information.

[MWarr9]

No, I do not have any of these requirements. Please give me the step by step instructions on how to set up recovery details and get to reset my email password. Thanks Mike.

[mandisa1-TT]

I am going to guide you step by step to set up Email password recovery details, as I can see the steps completed previously only reset your online my account password. 

You have mentioned you are 85, I would like to make you aware TalkTalk offers Accessibility Services to our more vulnerable customers and these cater to those with permanent health issues or were they may be having a problem or illness for a short time.

These enable those customers with physical or cognitive disabilities
to make the most of the Phone, Broadband and TV services we offer. For example, Free directory enquiries enables a visually impaired or blind person who cannot read or hold a printed directory to get the same access as an able-bodied person at no additional cost. And there are more.

Please do let us know if you have any of the below accessibility requirements: 
Hearing?
Mobility?
Vision?
Cognitive?

[MWarr9]

Hi, so I did have a recovery e-mail and mobile number set up. When I was on Chat the person sent a code to my mobile which I received and they sent an e-mail to my recovery mail, but this only reset My Account and not my e-mail password. I obviously cannot access my e-mail account now to check everything is set up correctly. Is there another way of checking? Thanks Mike

[mandisa1-TT]

You are most welcome and just to confirm Mike, the issue is receiving the recovery link?
To change the email password you first set up password recovery options (Update your reset details) with an alternate email address and mobile number to receive the reset link or 6 digit code. Please make sure the number or email address you have entered is correct. 
 

[MWarr9]

Thank you. Let me know if you need any further details. Thanks Mike

[mandisa1-TT]

Hi there @MWarr9 We sincerely apologize for the inconvenience caused to you. I will be looking into this for you.