topic Re: Not receiving email bill notifications in Billing

Not receiving email bill notifications

jbuchanangb — Tue, 25 Jun 2024 10:40:41 GMT

I have received a letter in the post to inform me that your email notifications to tell me my bill is ready are not reaching me. I was already aware of this. I also do not receive the verification code which is sent to log in to the community, but I gain access by logging on to My Account, thereby having some sort of authorisation cookie. I believe the blocking of my @talktalk.net email address is at the TalkTalk end, not my end.
The letter received tells me that if your bill notification email doesn't reach me for a third time you may stop sending such notifications.
I would appreciate it if the problem could be investigated at your end.

Re: Not receiving email bill notifications

Gliwmaeden2 — Tue, 25 Jun 2024 12:56:40 GMT

For many years, Talktalk has discouraged using Talktalk addresses for billing purposes.

Surprised that you have only just encountered the issue - it doesn't seem to happen using eg Hotmail, Gmail, so might be simplest if you just change the billing email address, @jbuchanangb.

Hopefully staff will reach your thread soon. It's in the queue for attention.

Re: Not receiving email bill notifications

jbuchanangb — Wed, 26 Jun 2024 09:22:53 GMT

I prefer not to touch any settings unless and until it has been demonstrated clearly that I have done something wrong and have to put it right. The following screenshot from November 2011 clearly shows that my @talktalk.net email address is set for use to log in to My Account and online billing. Nothing has been changed as far as I am aware. I will wait for one of the TalkTalk experts to find out what is broken at their end.Account email settings

Re: Not receiving email bill notifications

Ady-TalkTalk — Fri, 28 Jun 2024 08:01:25 GMT

I've raised an escalation for this as the online billing process means that the bill won't be resent to your TalkTalk.net mailbox. I've requested that it is.

Ady

Re: Not receiving email bill notifications

jbuchanangb — Fri, 28 Jun 2024 09:09:17 GMT

Thank you. Will that also fix the problem when accessing the community that I do not receive the verification code? I originally thought i had found the root cause of the problem because I auto-filled the email address from Lastpass without actually typing it in. I discovered that if I typed one character then auto-filled the rest, the verification came. That happened to me on another site as well. But that trick doesn't work any more, so, as today, I have logged onto My Account separately and then accessed the Community.

Re: Not receiving email bill notifications

Ady-TalkTalk — Mon, 01 Jul 2024 07:28:35 GMT

It won't affect the community notifications as they're not related to our billing systems. I'll ask Stephen to look at that for you.

Ady

Re: Not receiving email bill notifications

jbuchanangb — Mon, 08 Jul 2024 08:09:23 GMT

I connected to the community today to follow up on this, and I used the process to receive a verification code by email. This is working Ok now. remains to be seen whether the bill reminders are working. I expect that about a week from now. I will come back and update the board.

Re: Not receiving email bill notifications

Arne-TalkTalk — Mon, 08 Jul 2024 13:36:48 GMT

let us know if you get the notification this month.

Re: Not receiving email bill notifications

jbuchanangb — Wed, 17 Jul 2024 07:55:26 GMT

Billing email notification received OK.

Re: Not receiving email bill notifications

Arne-TalkTalk — Wed, 17 Jul 2024 11:21:32 GMT

Thanks for the update.