topic Re: Have lost access to my Address Book and all other apps on the new platform. in Email

Have lost access to my Address Book and all other apps on the new platform.

ZXJohn — Thu, 14 Sep 2023 09:27:30 GMT

Since receiving the new platform I have lost access to my Address Book and to all the other sub apps within the platform (ie Calendar, Tasks, Portal). When I click on any of them I get the message, “Failed to start application. Maybe you have connection problems. Please try again.”

I have found no resolution to this.

So much for “TalkTalk Mail is a sleek, modern email platform. It has an incredibly easy-to-use design, and access to additional applications (calendar, reminders, address book, task manager) that help you make blah blah”

Re: Have lost access to my Address Book and all other apps on the new platform.

Gondola — Thu, 14 Sep 2023 11:36:30 GMT

I'll ask TalkTalk Support to pick up this topic and to raise a fault ticket for you.

If you wish to prepare for TalkTalk Support - include in the Community Profile (not in these public posts):

Account holder name, TalkTalk home 'phone number (if not Data Only broadband)

Alternative mobile contact number. Full address with postcode (in the Location box)

Scroll down to Private notes to add the customer email address and the affected mailbox address if different ( say which one needs looking at)

Check and Save changes

Select here: Update your profile

Re: Have lost access to my Address Book and all other apps on the new platform.

ZXJohn — Thu, 14 Sep 2023 12:58:46 GMT

Thank you, Gondola, for your quick reply.

I appreciate the time and unpaid effort that you put into your Community Star role but I'm sure I'm not the only rather dim customer who takes endless blind alleys even trying to reach this stage of seeking assistance! So could you please explain what you mean by "If you wish to prepare for TalkTalk Support - include in the Community Profile (not in these public posts)".

Where do I find something called "the Community Profile"?

And what am I to "include"?

And why do I have to "prepare" for TalkTalk Support when I'm obviously asking for it?!

I'm afraid ordinary users who simply want email from TalkTalk to work just want an ultra simple idiot's guide to how to get into TalkTalk's grotesquely complex system for seeking help. Your familiarity with the system no doubt makes you unaware of how bafflingly difficult it appears to a newcomer. Sorry, but that's how it is.

Re: Have lost access to my Address Book and all other apps on the new platform.

Gondola — Thu, 14 Sep 2023 13:08:36 GMT

There's a big blue button to press in my post to access your Community profile. And I've detailed the steps to take and the information to provide. How could I make it any simpler?

Or you can just wait until TalkTalk Support reply to this topic if you choose to do nothing to prepare. Your choice. I've escalated the topic into their workflow with a request to attend to you.

Re: Have lost access to my Address Book and all other apps on the new platform.

Ady-TalkTalk — Mon, 18 Sep 2023 06:17:27 GMT

Hi ZXJohn, it would really help us look into this for you if you could provide your Operating System and version along with you browser and version anything else you feel would be relevant include the full error message. Once you've provided that I'll send it over to the project team for further investigation.

Ady

Re: Have lost access to my Address Book and all other apps on the new platform.

ZXJohn — Wed, 27 Sep 2023 08:57:32 GMT

It's more than a week since I sent all the details requested in order to sort this out and still no reply from the "Support Team" staff member. Is there a problem? Have I failed (again) to respond in the way required by TalkTalk to get my email platform functioning properly? I still have no access to my Address Book and I cannot create new folders or move emails.

Re: Have lost access to my Address Book and all other apps on the new platform.

Gondola — Wed, 27 Sep 2023 09:03:31 GMT

I've asked TalkTalk Support to give you an update for your report. How did you get the details requested to Ady? We don't see the details in this topic.

Re: Have lost access to my Address Book and all other apps on the new platform.

ZXJohn — Wed, 27 Sep 2023 09:29:30 GMT

Many thanks Gondola. I received an email from Ady in my Inbox and replied to that. Is that the wrong way of doing it?

Re: Have lost access to my Address Book and all other apps on the new platform.

Gliwmaeden2 — Wed, 27 Sep 2023 09:29:34 GMT

@ZXJohn, if you have simply replied to notification emails, staff won't receive them. These are from a No Reply email address.

Simple replies should be posted in the thread. Sensitive information should be sent by PM if staff request that or added in Private Notes in your profile details.

Re: Have lost access to my Address Book and all other apps on the new platform.

ZXJohn — Wed, 27 Sep 2023 09:32:52 GMT

OK thanks.

I'll add a post with all the details.

Re: Have lost access to my Address Book and all other apps on the new platform.

Gondola — Wed, 27 Sep 2023 09:37:06 GMT

If you've replied to a 'no-reply' email address (no-reply@community-notifications.talktalk.co.uk) then that's just the Community Notification email that Ady has replied here in Community. So Ady will not have seen that nor will anyone else.

So, do you think you could provide the requested information as a reply to this topic please. Don't include any personally identifiable information though.

Thanks

Re: Have lost access to my Address Book and all other apps on the new platform.

ZXJohn — Wed, 27 Sep 2023 09:40:55 GMT

Thanks Gliwmaeden2 !

Re: Have lost access to my Address Book and all other apps on the new platform.

Gondola — Wed, 27 Sep 2023 09:45:03 GMT

I saw a reply here, very briefly, with all the details. Did you then delete that post?

Re: Have lost access to my Address Book and all other apps on the new platform.

ZXJohn — Wed, 27 Sep 2023 09:51:21 GMT

Haven't deleted a post consciously!

Will post it again!

Re: Have lost access to my Address Book and all other apps on the new platform.

ZXJohn — Wed, 27 Sep 2023 10:37:34 GMT

I've posted my reply 5 times here this morning and every time it simply vanishes!

Each time I've done it by cutting and pasting the text from my original email reply to Ady into the same Post box that I'm typing into now.

What's the problem?!

Re: Have lost access to my Address Book and all other apps on the new platform.

Gondola — Wed, 27 Sep 2023 10:47:41 GMT

ZXJohn wrote: I've posted my reply 5 times here this morning and every time it simply vanishes!

I certainly saw the first post, as I mentioned. The Comment Spam filtering is picking up the post because of the email content.

So, just paste the details into Notebook. Omit everything but the Operating System and version along with your browser and version. Then copy and paste that into a Reply here. It ought to be accepted as plain text from Notebook.

Re: Have lost access to my Address Book and all other apps on the new platform.

ZXJohn — Wed, 27 Sep 2023 10:57:17 GMT

Hi Ady,

Here are the details requested.

OS Windows 11 Home 64 bit.

Version 21H2.

OS build 22000.2416.

Browser Google Chrome.

Version 117.0.593889 [Updated 18th of September but with the same problem as originally reported.]

The problem remains that, although I have e-mail functionality, all the sub apps ( Calendar, Address book, Portal, Tasks) fail to load. All are visible from the three bar drop down menu, but clicking on each one results in the following message:

"Failed to start application. Maybe you have connection problems. Please try again."

It is also impossible to copy or move or add new folders, and impossible to copy or move emails. I was able to freely do these before the update. Is it possible for me to go back to the old version until these issues are fixed?

Regards

ZXJohn

Re: Have lost access to my Address Book and all other apps on the new platform.

ZXJohn — Wed, 27 Sep 2023 10:59:01 GMT

At last!

Re: Have lost access to my Address Book and all other apps on the new platform.

Gondola — Wed, 27 Sep 2023 11:00:01 GMT

OK, that seems to have been successful. Ady will be able to pass that info on to the Mail team for investigation.

Re: Have lost access to my Address Book and all other apps on the new platform.

rccatnap — Fri, 29 Sep 2023 14:00:53 GMT

I'm with you, as I have the same problem. It would be interesting to find out the outcome.

rccatnap