Changing Email for My Account Login

[SiHancox4]

Hi,

Long story short, because of using my email to receive billing information on two TalkTalk Accounts (one was my mom’s that was migrated from Shell Energy) I had login issues on my My Account…was therefore advised by @Arne-TalkTalk that email should be removed from those accounts and the My Account re-register process done again.

Was warned that when re-registering I would have to initially use another email, which eventually was successful…but I’m now trying to revert back to my original email but your system is telling me that email no longer exists (even though I’m still receiving email ok).

Pic 1

Note that when I try to access my TalkTalk Mailbox, to presumably check or add that email the following is given.

Pic 2

So I have no way at the moment to revert back to using my previous @dsl.pipex.com email for My Account login or for receiving billing information.

To add to the frustration, the My Account re-registration process has changed how I access this forum, I can no longer use that previous email and therefore retain all previous discussions…I’ve been forced to use the new email and hence I’m back as a newbie.

So, how can I revert My Account login back to my previous email.

Note @Arne-TalkTalk was the one dealing with this…hopefully this will reach him.

Regards,

Si.

[Michelle-TalkTalk]

Morning Si,

You too 🙂

Thanks

Michelle

[SiHancox4]

Thanks Arne, I’ll probably leave it as it is then…I don’t want to mess around with forwarding if it’s not absolutely essential.

Have a great rest of week and a good weekend,

Thanks,

Si.

[Arne-TalkTalk]

It will got to the iCloud address, but most email clients have a forwarding service, so you could possible do that. 

[SiHancox4]

Thanks for the update Arne, a shame because I’ve been using my Pipex email for a number of years with no issues…guess with all the migrations over time that got through the net so to speak.

Anyhow, thanks for spending the time on this.

Just one last question if I may, currently billing info is going to my iCloud email, is that fixed to My Account login or can that be user changed to go to another email address?

Regards,

Si.

[Arne-TalkTalk]

Hi SiHancox4

We do recommend not to use any TalkTalk email domain (including legacy domains ) for the login address to My Account and I think option has also been removed so you will have to continue using the icloud address.

Sorry

[SiHancox4]

Hi Arne,

Yes it does, see below.

Pic 1

That’s a change from when I started this discussion, if you look at that first post only the main email was present…now I have that and the one alias that was created back in Pipex days that is used for sending and receiving mail.

To clarify, my mail functions using that alias.

I note at top of TalkTalk Mailbox page it’s back to showing “backend maintenance” again.

All the best,

Si.

[Arne-TalkTalk]

Does your email address show in the list of associated addresses in My Account? 

[SiHancox4]

Hi @Ady-TalkTalk 

Could you please forward this to Arne.

I have now registered my mom’s TalkTalk account (she was migrated over from Shell Energy) using my sisters @outlook.com email which now works fine to access mom’s My Account.

But during that process your system still insisted on sending code to my legacy email…so I’m wondering if that is the reason why  your system believes it’s linked to two accounts.

Anyhow, my sister got the welcome email following My Account registration so her email is definitely being used for My Account access.

I did try again to change my My Account email over from @iCloud.com to @dsl.pipex.com but still no joy.

I’m wondering even though you removed my legacy email from mom’s account there may still be some part of it liked that is making your system believe it’s still associated with two accounts.

Anyhow,

Both of you have a great weekend and hopefully you can give update next week.

Regards,

Si.

[SiHancox4]

Thanks for the update Ady, it’s appreciated.

Just to add (@Arne-TalkTalk) when I attempt to change email login back to legacy the dialogue has changed…it’s gone from mentioning “backend work on going” to “email used for different account” (see below).

Pic 1

Needless to say I’m not aware of a “different” TalkTalk account, I’ve never set one up in other words, so might all of this be the result of previous TalkTalk system migrations, and for legacy users you are using two accounts, the old to maintain legacy email service and the new for My Account operations!

If your system has my legacy email associated with old account for email purposes that may be reason why I can’t use it on your new account system.

WHAT WE NEED TO ENSURE THOUGH BEFORE ANY FURTHER CHANGES ARE MADE, ESPECIALLY TO THAT LEGACY ACCOUNT…I DON’T LOSE ACCESS TO MY LEGACY PIPEX EMAIL!

In fact, if there is any danger of that happening I’d rather leave things as they are now.

Regards,

Si.

[Ady-TalkTalk]

It looks like Arne is working on this. 

Ady

[SiHancox4]

Many thanks.

[fr8ys]

@SiHancox4 I've re-escalated.

[SiHancox4]

Hi fr8ys,

Is it possible to chase the “escalation” with Support Staff, would really like the official line on whether it’s possible (or advisable) to make a legacy email address (@dsl.pipex.com in my case) login for My Account.

While everything is working using iCloud email as login it is rather disjointed now because firstly TalkTalk emails are not going to my default email, and I’m now accessing this forum under a new email and have lost access to all previous posts.

Regards,

Si.

[SiHancox4]

Thank you.

[fr8ys]

Good to know you now have access 

I've escalated for support staff to comment on your email issue .

[SiHancox4]

Hi fr8ys,

Thank you for talking time to reply, it’s appreciated.

I have had issues with login into My Account for a while now, I seem to recall it started when TT undertook a major change to “systems” which may have been 10 years ago now (although the exact period eludes me).

But I’ve always been able to access with my pipex email, but only via code…so never via password and not via mobile number/code…and it was the reason I couldn’t obtain a code via text that started this investigation in to why!

Using a none TT email or the Re-Registration has restored access to My Account using all the options again (ie. password, email and mobile codes)…but I still find it strange the system is reporting my pipex email address doesn’t exist in TalkTalk Mailbox (see that first pic) even though I’m still receiving email via that same address!

Anyhow, it would be nice to know what’s going on…so can any OCE’s please advise, it would be appreciated.

Regards,

Si.

[fr8ys]

Hi,

I think the issue may be that you cannot use legacy TalkTalk email addresses to login for security reasons.

Whether this extends to pipex ones I'm not sure but as you are having difficulties I suspect so.

This changed some years ago.