Account help

[Da001]

Hi All

A friend has as me to held her sort out mess this my be a long and hard one

A the start of month had a electric black out in area after ont came on router just red light no internet, phoned talktalk did checks new router ordered 2,4 days no router after a week call to her house to have a look see told me rang TT again promised to send router again 2,3 day then I was away call to house on sat 26th still no router and had rang TT two more times promised router no show now nearly a month with out internet so borrowed router got her back online .

But the main problem is I have found out that she can not log on to my account as she can not remember password  went on to rest and says code will be send to email  we have email address but again can not remember that also phone as been put down as landline number.

So  problem no login to account or email TT does know her mobile number as TT have sent text

Just need to know which is the very best way to resolve both matters 

thanks Dave

[Da001]

Hi Ady-talktalk

All sorted with my friends account all sorted mixed up with emails and now all matched up looks like router 

   Will now be sorted as well

Thanks Dave

[Da001]

Hi Andy 

Have been on to TT and my have resolved this fingers crossed will let you know 

Thanks Dave

[Ady-TalkTalk]

Hi Dave, I'm sorry to hear of the woes of your friend. I'm afraid unless you have power of attorney we won't be able to help on the community. In order to help your friend they would need to be able to register and post on the community. She'll need to get a complaint raised and go through to the CEO team. 

Ady

[Da001]

Yes but the problem is the recovery email is the same email can not access and the phone number for text is land line

problem is the account was changed after her husband and my friend past away and I think it was not long after so did not write thinks down

Thanks

[ferguson]

I have just had another thought. Do they know their actual email address, just not the password? If so have they tried the forgotten password recovery procedure? 

[ferguson]

OK, let's see if the support team here can find a way around this conundrum when they are back online tomorrow. 

[Da001]

Hi Ferguson

Have tried this but because can not log into account or email  as said in post because you need to be logged into account are have to have a code sent to email for code not possible thought it would be long and hard

thanks Dave

[ferguson]

@Da001 

I think it will be best if you ask your friend to register on the community and start their own topic. There are major security issues at stake here and TalkTalk will need to be assured that they are dealing with the account holder.