Changing ISP blocked me from my email account

I have a Google Gmail account

A few weeks ago I changed ISP from Plusnet to EE

Immediately after that, my account wouldn't let me log in

It kept saying it didn't recognise me as the account owner

I tried doing the recovery process, but that failed as it kept saying it didn't recognise me as the account owner

Why didn't anyone at Thinkbroadband and EE warn people that changing ISP would lead to people loosing their email account?

How can I get it back? Google doesn't have a telephone number or customer service department I can phone

I've already asked Citizens Advice but they said they can't do anything about it

https://i.imgur.com/E7YxFqR.png

https://i.imgur.com/CyBktX7.png

Changing ISP should not lead to your Gmail getting blocked as that is independent of the ISP, i.e. can check gmail from any location.

What you are seeing is the security measures Google has in place to try and stop third parties accessing your account. In short as your IP address has changed and you've probably only ever used the 1 IP address before it looks suspect.

Are you able to get the verification code sent to your phone?

I didn't make the account with a phone number provided

I was worried that if my account was hacked, the hackers would get my number and use it for identity theft

Alas this is firmly in the Google camp

https://support.google.com/accounts/answer/7299973
https://support.google.com/accounts/troubleshooter/2...

So I've lost my account forever?

Can you please add something to the Guides section then, to warn people that this will happen if they change ISP?

https://www.thinkbroadband.com/guides

I may well be wrong but feel that if people don't read or act on the advice given by their e-mail probvider they're hardly like to read and act on anything posted in a third party guide.

In reply to a post by zelly:

So I've lost my account forever?

Can you please add something to the Guides section then, to warn people that this will happen if they change ISP?

https://www.thinkbroadband.com/guides

Why would you want to change the guide for something that is just not true for most people. I have changed ISP twice over the last few years with no disruption at all to my Gmail access.

To try and resolve your situation, have you tried all of the measures laid out in the two links Mr. Saffron provided? Let us know in case anyone can come up with any more ideas to help.

This is the first time I remember anyone posting this here so is likely a pretty rare event. All of my family use Gmail and have changed ISPs a number of times and have never had an issue.

It is very unlikely that most people will read TBB guides before changing ISPs - generally most people come here after something has gone wrong rather than before.

if people don't read or act on the advice given by their e-mail probvider they're hardly like to read and act on anything posted in a third party guide

It isn't just guides this warning should be on, it should also be on the sales page of every ISP

The Advertising Standards Authority has a CAP code on adverts that applies to broadband websites and their phone number checker, broadband availability pages

https://www.asa.org.uk/type/non_broadcast/code_secti...

CAP 3.3 says
Marketing communications must not mislead the consumer by omitting material information. They must not mislead by hiding material information

Material information is information that the consumer needs to make informed decisions in relation to a product


ISPs should be warning people that if they change ISP, they could loose their email account

I agree it's not a common issue, Google ask on numerous occasions to enter recovery details....I can change ISP more than 5 times a day and still access my Gmail...I have NowTV and Virgin BB at home, I have Three and Sky as my mobile providers in dual sim phone, and if I go anywhere and use they're WiFi then that can be another ISP, no issue on any of them. Thay also know quite a lot about the device you use to login, they send emails when login on a new device telling you, maybe if never used before ISP and a new device being used for first time to access your Gmail they might ask for verification?