kerryn20101
Level 4: Private Eye

How do I reset my Password on my 3rd email account.

I have a primary bigpond email account and a secondary bigpond email account. I also have a 3rd email account. I can login to the Telstra MyAccount using the primary account. I can read all emails on all 3 accounts.

I use Thunderbird.

I know all the passwords.

IT ALL WORKS.

I wish to change the password on the 3rd email account. I can login to Telstra and go to Manage the emails.

I select the email address I wish to change the password on.

I select "Change password"

I get a pop up window and can fill in the old password and the new password

I hit save and the windows disappears.

All good?.

Well no.....

The password has not been changed!

I think I talked on the phone for about 6 hours about 4 years ago and was told "Its a technical problem that is known and is due to be fixed shortly"

Now either my idea of "shortly" is wrong or Telstra have a vastly inflated "shortly" or Telstra is just incredibly arrogant or incompetent.

I repeat

I KNOW WHAT MY PASSWORD IS.

I WANT TO CHANGE IT.

TELSTRA HAS THE ONLINE SERVICE TO DO THIS.

IT JUST DOESN'T WORK.

Suggest a way forward apart from slicing my wrists taking medication.

Nope not interested

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
14 REPLIES 14
Level 22: Superhuman
Level 22: Superhuman

Re: How do I reset my Password on my 3rd email account.

I have just been able change my Bigpond email password via my Telstra My Account to a new password, test it then change it back to the old password with no issues. I'd recommend trying another browser such as Google Chrome or Firefox.
For Official Support start a Secure Chat , try the Online Troubleshooter, Outage Check or Complaint.

Full Disclosure as part of Telstras Social Media Code.

kerryn20101
Level 4: Private Eye

Re: How do I reset my Password on my 3rd email account.


@343GuiltySpark wrote:
I have just been able change my Bigpond email password via my Telstra My Account to a new password, test it then change it back to the old password with no issues. I'd recommend trying another browser such as Google Chrome or Firefox.

Thank you for your swift response.
I also can change my primary email account password.

I CANNOT change my third email account password.

I use Firefox but have tried in on Chrome. It appears to change my password (well the window goes away after save without an error message)

Nope not interested
kerryn20101
Level 4: Private Eye

Re: How do I reset my Password on my 3rd email account.

Well I haven't got any further with this. I didn't really expect to but I thought I would do a little more testing.

I set up a forth (4th) test email address called (removed for privacy reasons). (the name (removed for privacy reasons) was already taken...I wonder why?)

I can change the password on this account! So it would seem there is something not right about the setup of my third (3rd) account.

So I guess what I need to do is cancel my third account and use the 4th account as my third account.

I don't really want to do that as the name is somewhat derogatory to the Testro corporation.

I think its time I set aside yet another 6 hours or so and try the chat/phone method again only this time I will record everything and go to the communication ombudsman.

Nope not interested
Support Team
Support Team

Re: How do I reset my Password on my 3rd email account.

Hey Kerryn20101,

 

I'm sorry to hear of the issues with this email address not working and allowing the password to be altered and apologise for any inconvenience this has caused Smiley Sad 

 

I would recommend having this raised as an official complaint allowing us to have a specialised case manager assigned so we can have this investigated and resolved further for you. This can be raised via our secure form at 

 

https://tel.st/c643w

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

kerryn20101
Level 4: Private Eye

Re: How do I reset my Password on my 3rd email account.


@DingoDan wrote:

Hey Kerryn20101,

 

I'm sorry to hear of the issues with this email address not working and allowing the password to be altered and apologise for any inconvenience this has caused Smiley Sad 

 

I would recommend having this raised as an official complaint allowing us to have a specialised case manager assigned so we can have this investigated and resolved further for you. This can be raised via our secure form at 

 

https://tel.st/c643w


Thank you for your very quick reply.

I noticed you removed the email address from my post. There was no need as this was a temporary address and will be deleted very shortly.

I have put in a complaint as you suggested.

I will post the results (good or bad) here when the problem is resolved.

 

Nope not interested
kerryn20101
Level 4: Private Eye

Re: How do I reset my Password on my 3rd email account.

EUREKA!!!!!!!!

Its fixed.

I have not heard from Telstra at all as yet.

I have just been trying it every day or so.

I have to wonder at whether the "fix" was due to me setting up an email address called upyourstelstro (which the moderators deleted for privacy reasons) long since deleted or was it the the mention of the word "ombudsman" and the suggestion I would record my conversations as part of the that complaint.

I guess I will wait with baited breath to hear from Telstra and the story they will tell that it was somehow my fault, or at the very least it was not heir fault.

 

Nope not interested
kerryn20101
Level 4: Private Eye

Re: How do I reset my Password on my 3rd email account.

Well, I got a notification from Telstra on 25/62019 at 7.26pm.

 I thought it would be an apology and at least tell me what was done.

No

It was a, I suspect, personal script generated acknowledgement telling me I wanted my password changed on my third account. Well it was almost right, I wanted to be able to change my password.

It stated I had not contacted Telstra Technical support.

It   Recommending you contact our NBN Assurance team at 1800 834 273 option 4 so we can perform basic trouble shooting and fix issue on your email service.

Well that number is answered with "Welcome to Telstra... and asks a series of voice activated questions. Not sure how or what option 4 is.

Why is it called the NBN Assurance team? Is that to give the impression my complaint is somehow connected or caused by the NBN?

Somebody at Telstra did something to fix my account on 20/6/2019. But they didn't tell me.

I wonder why? Was it so that when I went through their horrible robot testing process yet again and finally got through to a technical person who could help me yet again there would be no fault found and any complaint to the ombudsman could be judged to be vexatious or facetious? Is that too cynical a view?

 

It also asked

If you’d like to talk more about this or accept this offer, please contact me on 1800 241 787* PIN 5349 or email complaintsresolutioncentre@team.telstra.com

Accept what offer?

This is obviously a generic notification  signed by a person purporting to be a Telstra employee and giving an employee number. I suspect its just a robot script.

Telstra, if you are going to indulge in personal communication, then at least make it seem like its personal.

I guess if it works for Apple, "Mark Zuckerburg tells congress: We will try to do better" every time there is a major problem (count is 6 times so far), Telstra can try it on.

Again I will wait to see if I get any reply from Telstra.

So if the problem is fixed why am I rabbiting on about it?

Some may infer that I have a set against Telstra. Not so. I have a set against incompetent or poor service.

The only way to improve Telstra support is to point out what they do wrong or poorly. For years Telstra has "educated" its users to think its our fault when things go wrong or to seek to blame others for their cheap and nasty approach to support. "Its the NBN not Telstra"

 

Telstra do a lot right. They should. They are probably the most expensive internet provider. They had a virtual monopoly for years before NBN. Now they seek to blame NBN for their shortcomings. They have sort profits by cutting support to the bare bones rather than reduce the number of managers and upper managers and looking for efficiency in their organization.

They have tried to apply band aid fixes to their shortcomings, rather than fix the inherent problems.

Look at their websites. Its a sprawling mess, where information is so spread out one needs to navigate lots & lots of pages perhaps for the purpose of adverted generated profits.

 

China has 350million people connected to the internet mostly at higher speeds than we enjoy for the equivalent of $90 PER YEAR.

 

 

 

 

 

Nope not interested
kerryn20101
Level 4: Private Eye

Re: How do I reset my Password on my 3rd email account.

The plot thickens. I got a second rely from Telstra, thanking me for my contact on 18-6-2019.

It was from notications@online.telstra.com.au, signed by the same person that the first notification was from. This one was much more appropriate and personal, although it was from notications@online.telstra.com.au, it did have a link for a reply. 

 

I had already replied earlier in the day to the original reply from Testra, which I am almost certain was automatically generated by a robot script.

 

Telstra if you are going to invest in personal support, do it properly.

 

Fire the web designer that thought it was OK to try and generate a reply that failed and only made me more irate, rather than something like "We received your complaint (number SR xxxxx )and  xxxxx will be in touch in the next 3 days"

Its not that hard! In fact its easy.

Make sure you follow up on it though.

Telstra, personal contact and support is not about how many times you contact me with rubbish, its about solving problems, whether they are yours or your customers.

Telstra, you bought a pup when you invested in the AI you use to generate those scripts. It doesn't work as a first line support and it   DEFINITELY does not substitute for personal contact. It doesn't need "tweaking" it needs to be shown the door along with the proponents of it.

 

I am eagerly awaiting the third and I hope final reply.

Nope not interested
Support Team
Support Team

Re: How do I reset my Password on my 3rd email account.

Keep us posted Kerryn20101, I'll pass your feedback along but I'm pleased to learn there has been some positive action Smiley Happy

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

kerryn20101
Level 4: Private Eye

Re: How do I reset my Password on my 3rd email account.

While I am in this somewhat pi55ed off state whats with the Accept a Solution tick box?

The tick box that looks like you need to un tick with a reply, but it just says I have found a solution.

Here is what Telstra is doing.

https://webtransparency.cs.princeton.edu/dark-patterns/

Lift your game Telstra.

Nope not interested
kerryn20101
Level 4: Private Eye

Re: How do I reset my Password on my 3rd email account.


@Big_Dan wrote:

Keep us posted Kerryn20101, I'll pass your feedback along but I'm pleased to learn there has been some positive action Smiley Happy


Thank you Big_Dan for taking the time to reply.

Nope not interested
Support Team
Support Team

Re: How do I reset my Password on my 3rd email account.

Great question kerryn20101,

The "Accept as Solution" checkbox was intended for threads where a customer has posted something like "I'm having a problem getting x to do y with z." When a solution is posted and marked as such, that post gets shifted to the number 2 spot on the page beneath the original post, so that anyone else having the same problem doesn't have to scroll through the entire thread, unless they want more context.

 

Hope this clears it up!

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

kerryn20101
Level 4: Private Eye

Re: How do I reset my Password on my 3rd email account.

Thank you for the quick reply.

I sorted that out on my own.

What I was questioning was why is a check box right next to the reply button? The checkbox is a fake, it doesn't do anything it just hides the fact that this is actually a button. Most people may well click on it thinking to uncheck the box and then their reply is moved in the manner you describe and marked as the accepted solution.

Nope not interested
kerryn20101
Level 4: Private Eye

Re: How do I reset my Password on my 3rd email account.

I think the 'Fix" for my password change problem did something else.

If you log into the My Account, the website asks for another DIFFERENT website address so the main account could be recovered should the details be lost. Fine, I did that ages ago. I used my rubbish address (its a gmail account I use for rubbish contacts)

Well I got a notification of my Telstra bill to that rubbish address.

I went into the account details and my contact details had been changed to the rubbish address.

My billing address was still at my Bigpond address. So.....the bill should go to my Bigpond address, but the notification then goes to the rubbish address...that can't be right can it? Apparently so.

So the "fix" to my email problems obviously did other things.

Poor Telstra, you can't catch a break.

I deleted my Rubbish account and will put up with Telstra asking for another email account.

Edit: I also forgot my account now has a business email address and its a required field. Not sure why.

 

Just a note: Google actively scan all your emails to/from your gmail account to derive profile & advertising information about you and whoever sent/received  the email.  Its hidden away in their terms and conditions. That is why I don't use google accounts for anything important.

 

Nope not interested

Telstra Smart Modem

Plug in and connect in minutes. Smart.

Find out more
Find out more about the Telstra 24x7 App ×
Manage your services and take advantage of offers while you’re out and about with the Telstra 24x7® App Download now
Earn points on our new rewards program and enjoy tier benefits like discounted movie tickets and moreFind out more

Need a hand or want to share your expertise?
Register for CrowdSupport and get involved

Register now