topic Re: "We can't reach you by email. Update your email address now to avoid a charge for paper bi in Billing

"We can't reach you by email. Update your email address now to avoid a charge for paper billing"

DBStirling — Fri, 05 May 2023 16:26:31 GMT

Hi

I've received a letter from TalkTalk with above message.

I've checked my e-mails and the last bill I received was on 17/02/2023

Mobile bill is coming through OK.

The letter suggests contacting my email provider. The provider is TalkTalk and the e-mail address is my talktalk.net address.

I can log into webmail with no problems and Thunderbird is also able to connect to the account and download any e-mails that I or anyone else sends to it. It seems to be just e-mails from the TalkTalk billing service that aren't getting to me.

Therefore, I can only conclude that the problem is with TalkTalk.

Looking to see if other people have had similar problems, I tried to follow advice I found, such as trying to change my billing e-mail address to something else, but the system doesn't appear to allow me to do so - I can get so far and then it fails, regardless of what e-mail address I try to change it to. eg. a gmail.com one. I only use the talktalk.net e-mail address to receive my bills, so am not particularly attached to it and don't mind if it has to be changed to be something else.

Does anyone have any other suggestions?

Thanks

David

Re: "We can't reach you by email. Update your email address now to avoid a charge for paper bi

ferguson — Fri, 05 May 2023 16:49:54 GMT

This is a common issue, but I do not understand why you have not been able to change the email address in My Account? You should be able to do so quite easily here:

https://www.talktalk.co.uk/my/accountdetails/login-details

Re: "We can't reach you by email. Update your email address now to avoid a charge for paper bi

DBStirling — Fri, 05 May 2023 17:14:38 GMT

Thanks for getting back to me.

It does look like it should be easy...

However, when I try to change the e-mail address to a brand new gmail one, I get:

"We’ve identified a TalkTalk email address

Updating your My Account login to this email address will automatically update your My Account password to the email address’ current password.

We recommend checking your email address’ password before saving changes."

You’re changing to a non TalkTalk email address

Updating your My Account login to this email address means you’ll also need to update your password for security reasons."

When I try to Save Changes, I get

"This email address doesn’t exist in your TalkTalk Mailbox. Either go back and review the email address or visit your TalkTalk Mailbox"

Re: "We can't reach you by email. Update your email address now to avoid a charge for paper bi

ferguson — Fri, 05 May 2023 18:10:30 GMT

OK, a bit more convoluted than I imagined! Hopefully the support team here can guide you through this, but bear in mind that they won't be back online until after the extended weekend.

Re: "We can't reach you by email. Update your email address now to avoid a charge for paper bi

DBStirling — Fri, 05 May 2023 18:37:00 GMT

Thanks for trying to help.

Re: "We can't reach you by email. Update your email address now to avoid a charge for paper bi

ferguson — Fri, 05 May 2023 19:38:52 GMT

No worries, hope you get it sorted.

Re: "We can't reach you by email. Update your email address now to avoid a charge for paper bi

Arne-TalkTalk — Thu, 11 May 2023 11:48:57 GMT

Do you get this message when you go to "Your mail boxs" under manage email? if you add your new 3rd party address to that section you will be able to make the change.

Re: "We can't reach you by email. Update your email address now to avoid a charge for paper bi

DBStirling — Thu, 18 May 2023 07:44:20 GMT

Hi Arne
Apologies for the delay. I thought I had replied to you, but can't find any record of it.

When I go to Manage TalkTalk Mail, I click "Add Mailbox".

Whether I select Create new mailbox or Add existing mailbox, it only allows me to add a talktalk.net address, or one from a list of ISPs (presumably ones TalkTalk own), but not gmail.

If I go to My Account Details and select Login Details, I select Change e-mail address.

If I enter a gmail address, it reports "We've identified a TalkTalk email address" and asks me to change the password. It then says "This email address doesn't exist in your TalkTalk Mailbox. Either go back and review the email address or visit your TalkTalk Mailbox."

As I said, my mobile bill comes through OK, so I assume the problem lies with TalkTalk's main billing system.

Thanks

David

Re: "We can't reach you by email. Update your email address now to avoid a charge for paper bi

DBStirling — Wed, 24 May 2023 15:09:23 GMT

This months bill arrived OK by e-mail, so whatever the problem was seems to have been resolved.

David

Re: "We can't reach you by email. Update your email address now to avoid a charge for paper bi

Arne-TalkTalk — Fri, 26 May 2023 07:13:37 GMT

Thanks for the update.