Webmail password

[37ttcom]

I have been unable to access some of my email accounts since last Thursday.  Suddenly, around midday and not caused by any actions on my part,  Outlook was unable to access to 4 of my 5 email accounts with TalkTalk and neither was Gmail.  Went to Webmail and could not sign in to any of the accounts there either; none of the accounts said they were blocked and neither did my TalkTalk Account which I was also unable to access. 

This has happened on many occasions in the past and I am certain that the fault has always been with TalkTalk (although of course they never admit it) and it has usually corrected itself within 24 hours.  Four of my email addresses are legacy under Tinyworld or Tiscali as I have been a customer of TalkTalk and its predecessors for 30 years or more!  The problems seem to arise as a result of upgrades to systems not recognising these old addresses.

However, no change by Friday lunchtime, despite my trying everything I could think of or which was recommended on the internet, so gritted my teeth and rang Customer Services.   Of course, didn't get very far although they tried everything that I had already and with the same result.  Basically, in every case the only solution appeared to be to reset passwords, but in no case did I receive the messages with the necessary links either by text or recovery email.  I was told that before the problem could be escalated certain steps had to be taken at their end and it would be escalated if these hadn't resolved the position after 24 hours.  I was also told that the problems could only be rectified one account at a time with intervals of 24 hours in between, which would mean I was unlikely to be fully operational for a week!  I was promised a return call the following afternoon.  Guess what, that never happened?

So spent some hours on Friday evening and Saturday doing their job for them and as a result, for reasons  I do not fully understand, was eventually able to login to my TalkTalk Account with the original password.  Also all of the unreceived password change links flooded through, some by text, some by email and some by both, in relation to 2 of the 4 outstanding email accounts.   So when I eventually had to ring Customer Services again on Saturday afternoon I was only down 2 of my 5 email accounts, although unfortunately these are the 2 oldest and most used of the 5.

The initial automated message asked if I was ringing regarding the fault previously notified and when I said "Yes" it told me that it had been resolved!  Does fill one with confidence doesn't it?  Anyway, eventually got through to someone and asked to be put through to a technical manager, but apparently this is not permitted/possible.  Made no other progress other than to be assured the issue would now be escalated;  apparently this only means that I will be contacted within 3 days (hopefully calendar days not working days) and I will believe that if it happens.

Customer Services?  I am tempted to suggest to TalkTalk that it might be redesignated "Customer Servitude".  Help.

[ferguson]

Glad it’s sorted. So the problem arose on Thursday and at lunchtime on Friday you got in touch with them. By lunchtime today it was resolved, which is one working day. In fairness that doesn’t seem too bad to me.

[37ttcom]

TalkTalk rang at 12:30 today and all sorted in no time at all.  Why do they make it so difficult to speak to the right people?

[ferguson]

Ah OK, thanks for trying. And good luck.

[37ttcom]

Thank you for your response.  Yep, as with everything else, results in the message "The user name or password is incorrect."  Only TalkTalk can resolve this, as something in their systems have caused the problem and stopped me logging in.  I suspect that they need to check that the recovery mobile number or email  address are correct and have not been deleted or corrupted.  Hopefully I will  eventually  get to speak to someone who understands the problem and can resolve it. 

[ferguson]

@37ttcom 

Forgive me, but when you say you have "tried everything" does that include logging on here:

https://apps.talktalk.co.uk/myaccount/#/login

[fr8ys]

Whenever TalkTalk use the term days, it's usually working days.

As said help here is limited as if it requires the intervention of a TalkTalk engineer or technical department, you do need to contact them.

I hope you get it resolved soon.

[37ttcom]

Thank you for your prompt response.  Unfortunately, as you will probably have noted from my original post,  I have tried everything, probably in most cases many times.  I know that the email accounts are still there, but I can't access them.  I know that this can only be resolved by TalkTalk who caused the isue in the first place.  The point is that emails are 24/7 but TalkTalk support is not.  Is it fair or reasonable that TalkTalk cause me aproblem, but it will be 4 days at best and possibly 5 or 6 days before I can get them to sort it out?  Not in my universe.

[fr8ys]

Unfortunately, support staff are no longer available here and the only support is from fellow customers.

This will require you contact TalkTalk directly as the forum is now peer to peer and this is something we are, on this occasion, unable to help you with.
You will need to continue contacting TalkTalk direct to resolve.

Have you though tried accessing Mail Manager using the credentials of one of the emails you can access? Are all 5 addresses showing? If so then they are all still valid.

Have you tried sending and receiving via Webmail? Staff who were here always said they could not help with third part clients, only WebMail issues.

Sometimes deleting the email accounts from Outlook, closing the program and then re-adding them cures issues such as this. 

If none of this helps, or you have already tried these steps, then contacting TalkTalk via phone or chat is now your only option. They will reopen tomorrow.