Unable to send/receive emails on one of two addresses since 17th February.

[RichardLampitt]

I have two addresses associated with my account , one works perfectly the other does not. It does not work on a browser or Mail. Any help ?

[Ady-TalkTalk]

Hi RichardLampitt, I've raised the request for the password recovery tool to be updated for you. It will complete within 24 hours and you can check if its been done by intermittently visiting the Password Recovery Tool. 

Ady

[Gondola]

From Ady's reply he has authorised the fixing of your mailbox being limited to webmail only access because TalkTalk had detected the use of insecure email settings on email software. At this point we don't know if that was your email software or that of a hacker. Secure encryption settings stop your emails being intercepted and read and the password being discovered.

If Ady has not yet asked you for your alternative email address and mobile phone number he will be back next week and deal with the missing password recovery options. Did you ignore TalkTalk advice to set up password recovery options? That's one scenario. The other scenario is that your password has been discovered, your mailbox accessed by unknown third parties, the password changed and password recovery options deleted to lock you out. I've given you the checks you must make prior to and after changing and upgrading the password as soon as your new password recovery options are set up. That'll be next week.

Worth checking your other email address to see if that has password recovery options in place.

[RichardLampitt]

I am still in the same situation whereby it asks for the previous password ( which I don't know ) , click don't remember password and it sends the link to the email that I can't open.

[Ady-TalkTalk]

Hi RichardLampitt, thanks for confirming the security information. I've raised your secondary mailbox to be restored to full function.

Ady

[Ady-TalkTalk]

Hi RichardLampitt, I've sent you another PM with the security questions. 

Ady

[RichardLampitt]

I can legally datable  on my phone , have unlimited everything . Just no coverage . I have given just about everything in terms of security apart from the date I lost my virginity .

Community profile, Personal information, Private notes. Okay I am ready for this .

[Gondola]

Come on, don't make me laugh! Trying to be serious now... even though academics believe humour does make the world a better place.

I meant use mobile data on your mobile when you get to the Services or your destination or can use the mobile safely and legally.

But Ady will just have to ask the security questions in another way and get your answers in your Community profile, Personal information, Private notes.

[RichardLampitt]

In Herefordshire , I can't make a phone call and we have 30 miles of Motorway ! I work 5/6 days a week and my new hobby is this. Attempting to connect an account that I pay for .

[Gondola]

Ady sometimes starts at 07:00 some days and goes home at 16:00 or thereabouts. Any possibility to login to Community via your mobile?

[RichardLampitt]

At this point Humour is the one thing I sadly don't need. 

[Gondola]

Why, are you fascinated by watching blokes in a bath? PS it's not just any bloke. It's the Community Manager's bathroom you happened to open the door to.

[RichardLampitt]

I am away from home 0600 - 1700. The mails need to be in the period 1701-0599

[RichardLampitt]

Should I take a few days off work ?

[RichardLampitt]

Yes. I received that message and attempted reply , but ended up with bloke in a bath link

[Gondola]

Which means you didn't reply promptly and the link timed out. So, Ady will need to re-send the questions.

[RichardLampitt]

Unable to reply as the link broke and gave the  Ooops message . With an image of a chap in a bath .

[Gondola]

Ady sent you a Private Message to get some verification of who you are and proof that you are the registered user of the email address needing password recovery details setting up.

Did you get and reply to that message when it was sent yesterday?

[RichardLampitt]

I am unable to send or receive emails on one of two addresses sine 17 February . Advice given so far seems to rely on a password that isn't recognised and then sends me a broken link . Prior to going BT , is there anyway of mending this problem of updating a passwoird ?

[Ady-TalkTalk]

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

Ady

[Gondola]

A weak password or compromised email account can trigger a password reset or blocking of the mailbox to help secure customer data. You will need help from TalkTalk Support to recover access because either you have not set up password recovery reset details or a hacker has deleted them.

I'll let TalkTalk know that the password recovery options aren't available. 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.

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.

For a compromised mailbox I'd always suggest scanning your email devices for viruses and malware before changing any password.
Use the new password to access via the  TalkTalk Mail sign in check there's no Auto forward or Filter rule diverting your mail messages.

• Select the Main Settings menu icon      triple line icon top right on the blue header
  (Mobile browser? use the desktop version)
• Select Settings from the top of the menu
• Select the inward facing arrowhead by Mail (or Email) in the left side panel
• Select Filter Rules
  If you see There is no rule defined then you need go no further.
• To delete a Filter rule including any Auto forward
  select the Dustbin icon    to the right of the rule
  The icon background will turn red   
• To confirm you really want to delete this Filter rule
  Select the blue Delete button

Let us know if you need more guidance.