topic Re: TalkTalk Mailbox Manager in Email

TalkTalk Mailbox Manager

nameunknown — Wed, 02 Jul 2025 11:02:18 GMT

On 17 June, I received an email from TalkTalk stating "We’ve continued to provide your TalkTalk email service free of charge for some time. However, as you’re no longer a TalkTalk broadband customer, we’re unable to continue offering it at no cost."

However, TalkTalk is my internet service provider, and therefore I should not have received this. I was informed by TalkTalk that a web form was submitted to deal with this.

Whilst I have not received any further emails, as of 1 July I see changes in the TalkTalk Mailbox Manager. After logging in I see:

The subscription charges shown, are what I was told I would have to pay as an email account user who is no longer a TalkTalk internet service customer.

I note that it says "Upgrade Your Email Experience".

Why has this appeared?

- Is it because in TalkTalk Mailbox Manager account, I am still identified as a an email account user who is no longer a TalkTalk internet service customer?

- Alternatively, has this appeared even though I am a TalkTalk internet service customer, with the service being ad free if I subscribe/upgrade?

Based on information I have received from another TalkTalk customer, it would appear to be the first of those two options.

I would like assurance from TalkTalk that I will not see any restrictions on use of the email accounts after 28 July, or complete loss of access to my email accounts on 8 September, as a result of any mix up at TalkTalk.

Some clear communications from TalkTalk on this matter would be helpful.

Upgrade with Everymail

Subscribe with Everymail

Re: TalkTalk Mailbox Manager

nameunknown — Wed, 02 Jul 2025 11:31:45 GMT

Having just logged in to an email account using webmail (rather than using my email app as I usually would), I see this:

Subscribe to TalkTalk Webmail

What it says in the red banner could not be clearer. I will no longer be able to send emails, if I do not subscribe by 28 July.

This means that TalkTalk/Everymail has not yet completed the process of identifying these email accounts as belonging to a an email account user who is a TalkTalk internet service customer.

Please sort this out, so I have no disruption to the email service for any of my 5 email accounts.

Re: TalkTalk Mailbox Manager

kanya-TT — Wed, 02 Jul 2025 11:56:47 GMT

Hi @nameunknown.

Just want to be clear, the email you are receiving this message is not the current email attached to your active TalkTalk broadband? secondly did you by any chance subscribe when you were prompted.

Kanya

Re: TalkTalk Mailbox Manager

nameunknown — Wed, 02 Jul 2025 13:14:03 GMT

@kanya-TT ,

Thank you for your prompt response.

I have not subscribed when prompted, because I have no intention of paying for the service.

The TalkTalk email address for the email account in which I received the email with the subject "Important information about changes to your TalkTalk Email" is not the email address I use for my current, active TalKTalk account. It is the TalkTalk email address for a previous TalkTalk account.

That is the short answer to your questions. What follows provides further details. I have redacted some details here, and sent you a copy without any redaction by private message.

I received the email with the subject "Important information about changes to your TalkTalk Email" in account **********@talktalk.net on 17 June.

The email address **********@talktalk.net is the login email address for account **********. My 5 TalkTalk email addresses were managed through this TalkTalk account using the Mailbox Manager in MyAccount. This was my TalkTalk account from April 2010, when Tiscali services migrated to TalkTalk, until May 2019 (when I switched to the Post Office, and received an internet service that used the TalkTalk network for less than TalkTalk wanted to charge. The Post Office internet service was subsequently migrated to Shell Energy, which also used the TalkTalk network).

I raised the issue about receiving the email on the TalkTalk Community, and received a message from nambuso-TT that says

"I can see that you have an active broadband account and you will not be affected by this. I will now fill in a webform for you so we can stop any further comms related to this movement going your way."

That does appear to have stopped further emails relating to subscribing to the email service, but it has not stopped the information about subscribing appearing in both the Mailbox Manager (now external to MyAccount) and in the red banners on TalkTalk Webmail.

Whilst Mailbox Manager was in TalkTalk MyAccount, I logged in to my current, active TalKTalk account (No. **********) with a non TalkTalk email address. It was not possible to use any of my 5 TalkTalk email addresses. When I tried, I got a message saying that it was linked to another account. Once Mailbox Manager was moved external to MyAccount, I was able to change the login email for MyAccount to a TalkTalk email address, which is now the way it is. The login email address for this account is **********@talktalk.net.

There is another TalkTalk account that was created when I was migrated from Shell Energy to TalkTalk in July 2024. The account number is **********. The login email address for that account is currently **********@talktalk.net.

As you can see from the above details, my internet service has been via the TalkTalk network since April 2010. If TalkTalk had been willing to agree to charge the same as the Post Office for the same service, then I would have had just my original TalkTalk account with the 5 email accounts linked to it, and the issue that is presently occurring with my emails accounts would not have arisen.

Re: TalkTalk Mailbox Manager

kanya-TT — Wed, 02 Jul 2025 13:30:59 GMT

I now fully understand that the email address in question is not associated with your current active TalkTalk broadband account. Since you still have an active broadband account, it's reasonable for you to question the charges for the other email account that was previously linked to TalkTalk or, as in your case, associated with your old account.

Ideally, we would have assisted you in linking all these email accounts to your current active TalkTalk broadband through MyAccount, but that option is no longer available. Due to the ongoing OX email migration, customers are currently unable to link existing TalkTalk email accounts in MyAccount. This issue is being addressed as a priority.

Kanya

Re: TalkTalk Mailbox Manager

nameunknown — Wed, 02 Jul 2025 14:35:11 GMT

@kanya-TT

Thank you for your response.

@kanya-TT wrote:
Due to the ongoing OX email migration, customers are currently unable to link existing TalkTalk email accounts in MyAccount. This issue is being addressed as a priority.

The TalkTalk Mailbox Manager is no longer accessed by logging in to MyAccount [https://auth.talktalk.co.uk/login/], instead it is accessed by logging in here https://apps.talktalk.co.uk/myaccount/#/login .

TalkTalk customers can no longer manage their email accounts via their TalkTalk MyAccount. The Mailbox Manager is now external to TalkTalk MyAccount (the account for a TalkTalk internet service). I would not expect that to change, either whilst the migration is ongoing, or after.

I am uncertain about how to interpret "This issue is being addressed as a priority".

I would expect there to be something like a flag in the TalkTalk Mailbox Manager account labelled 'active TalkTalk internet service' with possible values 'yes' or 'no' ('true' or 'false'). There must be something like that happening at the moment, because there are email account users who do not see the Subscribe tab (or the associated information about subscribing) in the Mailbox Manager, or the red banners in TalkTalk webmail advising users to subscribe or face restrictions (and subsequently lose all access).

I would like TalkTalk to provide me (and all other similarly affected TalkTalk customers) assurance by email that this issue will be resolved before 28 July (or the restrictions due to start on 28 July will be postponed), so that we do not face restrictions or lose access to email accounts. That is the least TalkTalk should be doing. I should not have to spend any further time chasing up TalkTalk on this issue.

Re: TalkTalk Mailbox Manager

kanya-TT — Wed, 02 Jul 2025 14:49:51 GMT

We again, apologize for this. We are waiting for further updates on how to rectify this. We will get back soon with an update.

Kanya

Re: TalkTalk Mailbox Manager

nameunknown — Thu, 10 Jul 2025 10:34:50 GMT

@kanya-TT

Is there no update yet?

I am still seeing this:

Red Warning Banner - Subscribe - Don't Wait

Re: TalkTalk Mailbox Manager

Mandisa-TT — Thu, 10 Jul 2025 11:12:20 GMT

Hi @nameunknown An escalation was made for you to be excluded from the moment. Could you please confirm whether you have received any additional emails regarding the moment since the first communication, or if you are only seeing the red banner when you log into your emails?

Re: TalkTalk Mailbox Manager

nameunknown — Thu, 10 Jul 2025 11:55:43 GMT

@Mandisa-TT

I assume that by 'moment' you are referring to the migration.

I confirm that I have not received any further emails relating to the migration since the one I received in mid June.

In addition to the red banner in my email accounts, I still see the subscribe information in mailbox manager, as described in my opening post.

Even though I am no longer receiving emails about the migration, the fact that I am seeing subscribe warnings both in the mailbox manager and in email accounts, makes it appear to me that the process of flagging me as a current customer of TalkTalk, who therefore does not need to pay for email, has not been fully completed.

As long as those warnings are there, it seems likely to me that restrictions will be imposed on 28 July, followed by loss of access to the email accounts, if nothing is done.

As I have informed TalkTalk of this situation well in advance of the deadline, I will hold TalkTalk wholly responsible for loss of use of the email accounts, if this issue is not resolved before 28 July.

Re: TalkTalk Mailbox Manager

sabelo-TT — Thu, 10 Jul 2025 12:17:42 GMT

@nameunknown, I do understand your concerns about this matter. Just to understand something. Is the email address you are referring to currently registered to your active TalkTalk broadband account?

Re: TalkTalk Mailbox Manager

nameunknown — Thu, 10 Jul 2025 13:12:31 GMT

@sabelo-TT

I am referring to all 5 of my TalkTalk email accounts, not just one. All 5 of the email accounts have the red warning banner.

My 5 TalkTalk email addresses were managed through a previous TalkTalk MyAccount using the Mailbox Manager, which was part of MyAccount at that time. One of those 5 TalkTalk email addresses is the login email address for that previous TalkTalk MyAccount. I also use one of those 5 TalkTalk email addresses as the login email address for my current TalkTalk My Account.

I have previously provided all of these details. See my post here:
https://community.talktalk.co.uk/t5/Email/TalkTalk-Mailbox-Manager/m-p/3117556?_gl=1*1efd3y1*_up*MQ..*_ga*MTM2NDYxMDcxOC4xNzUyMTUyNTQ1*_ga_88BDJ58K51*czE3NTIxNTI1NDUkbzEkZzAkdDE3NTIxNTI1NDUkajYwJGwwJGgw#M189783

I also sent kanya-TT a copy of that post with no redactions.

Re: TalkTalk Mailbox Manager

sabelo-TT — Thu, 10 Jul 2025 13:25:11 GMT

I hear as I do apologise for this. I will need for you to send over a private message to me which will include all emails you are referring to as I will need to further escalate this matter to our email team. 🙂

Re: TalkTalk Mailbox Manager

sabelo-TT — Thu, 10 Jul 2025 13:25:56 GMT

Please, do not post sensitive information publicly @nameunknown

Re: TalkTalk Mailbox Manager

nameunknown — Thu, 10 Jul 2025 13:55:41 GMT

@sabelo-TT

Private message sent.

Re: TalkTalk Mailbox Manager

sabelo-TT — Thu, 10 Jul 2025 13:56:32 GMT

@nameunknown, on it. 🙂

Re: TalkTalk Mailbox Manager

nameunknown — Fri, 18 Jul 2025 07:57:56 GMT

I first reported that TalkTalk informed me I would need to pay for the email service on 17 June in my post here:

https://community.talktalk.co.uk/t5/Email/Important-information-about-changes-to-your-TalkTalk-Email/m-p/3115338?_gl=1*1hvc8mn*_up*MQ..*_ga*MTkwMDE0NDE5NC4xNzUyODI0NzMw*_ga_88BDJ58K51*czE3NTI4MjQ3MjkkbzEkZzAkdDE3NTI4MjQ4NzMkajIzJGwwJGgw#M189029

That resulted in a webform being filled in.

A month on from that, whilst I have not received further emails from TalkTalk regarding the requirement to subscribe to Everymail, I am still seeing a red banner in my email accounts that state "Don't Wait - Subscribe to Everymail by 28 July 2025 or you'll lose the ability to send emails", and similar details in the TalkTalk Mailbox Manager.

The fact that the red banners are there in my email accounts, informing me of impending restrictions (eventually loss of access altogether), is not very reassuring. I do not understand how the webform to the back office has resulted in stopping emails from TalkTalk about subscribing, but has not led to the red banners being removed. In my opinion, a month on from raising the issue, all of the warnings about needing to subscribe should have been removed.

Meanwhile TalkTalk has left me (and other customers) wondering what will happen on 28 July, i.e. whether there will be any restrictions on the account or not. This is a totally unsatisfactory position for TalkTalk to leave their customers in.

It is now 8 days on from @sabelo-TT informing me "Thank you for this as I have escalated the information on your behalf to our email team who will need minor time to get this resolved for you".

How much time does TalkTalk need to put this right?

Re: TalkTalk Mailbox Manager

kanya-TT — Fri, 18 Jul 2025 08:36:48 GMT

Hey there, @nameunknown. Let me look into this for, I will have to investigate what forms were submitted on your behalf and if they were ever completed. Kanya

Re: TalkTalk Mailbox Manager

nameunknown — Mon, 21 Jul 2025 07:32:07 GMT

Since I first raised the issue on 17 June, TalkTalk has had 33 days to take down these erroneous warnings, and confirm that my email service will continue without restrictions from 28 July onwards. Now there are just 7 days until the 28 July deadline.

7 Days to go

Re: TalkTalk Mailbox Manager

kanya-TT — Mon, 21 Jul 2025 07:36:45 GMT

Hey there, @nameunknown. I was first investigating if we ever did submit the escalation on your behalf. But today we shall complete everything needed for you to avoid unnecessary changes. Do you have emails account that were previously associated with your TalkTalk broadband that you like us to link.

Kanya