topic Re: As a Broadband fibre customer, why has my email account been blocked from sending? in Email

As a Broadband fibre customer, why has my email account been blocked from sending?

ajwhistler — Thu, 31 Jul 2025 11:01:48 GMT

Why am I being asked to subscribe to email when I am an existing broadband fibre customer?

Re: As a Broadband fibre customer, why has my email account been blocked from sending?

amahle-TT — Thu, 31 Jul 2025 11:11:50 GMT

Hi there @ajwhistler, thank you for reaching out. we apologize for the comms you received as you are our broadband customer. I will raise an escalation for you so no longer receive comms regarding the change, however before I do that please confirm if the email address you received the communication on is the same as the one registered on the account?

Re: As a Broadband fibre customer, why has my email account been blocked from sending?

ajwhistler — Thu, 31 Jul 2025 15:06:53 GMT

I have not received any comms from Talktalk about this! Only got the warning banner telling me to subscribe to Everymail, even though I am a broadband customer. Please fix this.

Re: As a Broadband fibre customer, why has my email account been blocked from sending?

amahle-TT — Thu, 31 Jul 2025 15:18:57 GMT

We are sorry for this, I have escalated this for you and a relevant team will contact you, kindly bear with us thanks.

Re: As a Broadband fibre customer, why has my email account been blocked from sending?

ajwhistler — Thu, 31 Jul 2025 15:38:34 GMT

How do I confirm my email addresses as. This is an open forum?

Re: As a Broadband fibre customer, why has my email account been blocked from sending?

mandisa1-TT — Thu, 31 Jul 2025 15:44:26 GMT

An escalation has been raised for you:)

Re: As a Broadband fibre customer, why has my email account been blocked from sending?

mandisa1-TT — Thu, 31 Jul 2025 15:51:12 GMT

There is a note on the account dated 29/07/2025 stating the email you received advising your email address will be deleted was an error and your email service will not be removed. We are currently investigating the issue being cut off from sending emails, this should be rectified soon.

Re: As a Broadband fibre customer, why has my email account been blocked from sending?

ajwhistler — Mon, 04 Aug 2025 16:14:20 GMT

… and it still hasn’t been fixed.

Re: As a Broadband fibre customer, why has my email account been blocked from sending?

ajwhistler — Mon, 04 Aug 2025 16:15:03 GMT

Nothing has been done!

Re: As a Broadband fibre customer, why has my email account been blocked from sending?

sabelo-TT — Mon, 04 Aug 2025 16:15:54 GMT

@ajwhistler, we will kindly ask for your patience with this process as communication will occur once everything has been sorted.

Re: As a Broadband fibre customer, why has my email account been blocked from sending?

ajwhistler — Mon, 04 Aug 2025 16:17:15 GMT

My profile: 11 posts, 0 solutions but I have got 3 badges!!!

Re: As a Broadband fibre customer, why has my email account been blocked from sending?

sabelo-TT — Mon, 04 Aug 2025 16:20:21 GMT

@ajwhistler, we will kindly ask for your patience with this process as communication will occur once everything has been sorted as this matter has now been escalated on your behalf.

Re: As a Broadband fibre customer, why has my email account been blocked from sending?

ajwhistler — Wed, 06 Aug 2025 09:05:37 GMT

I am being patient, but this has been going on for 9 days now and has not been resolved. Apart from being asked to be patient there is no communication from Talktalk to explain the problem and what is being done about it!!!

Re: As a Broadband fibre customer, why has my email account been blocked from sending?

sabelo-TT — Wed, 06 Aug 2025 09:12:21 GMT

As explained @ajwhistler, communication will be shared in due time.

Re: As a Broadband fibre customer, why has my email account been blocked from sending?

ajwhistler — Thu, 14 Aug 2025 09:57:07 GMT

Finally, it appears to have been sorted after I sent a complaint to the Complaints team in the CEO Office on Monday 11 August.
Send complaint to “Susie.Buckridge@talktalkplc.com”. They replied with a complaint number by SMS and followed up with a call to my mobile, apologising and escalating to the email team. Checked this morning and can now send email again. Happy days😊

Great response from CEO Complaints Team. Thank you

Re: As a Broadband fibre customer, why has my email account been blocked from sending?

Itsjon — Fri, 15 Aug 2025 10:32:11 GMT

Hi Andrew, I along with many others are in the same position that you were in. Would you mind sharing your email template you sent to the complaints team?

I'm on a third escalation of this issue and nothing gets done.

Thanks

Re: As a Broadband fibre customer, why has my email account been blocked from sending?

ajwhistler — Fri, 15 Aug 2025 11:05:44 GMT

This was the email that I sent to the Complaints Team. They responded by SMS with a Complaint number and also phoned me on my mobile.

Send to: “susie.buckridge@talktalkplc.com”

Please forward this complaint to the Complaints team in the CEO office.

As a result of your botched Talktalk/Everymail transition, I have been blocked from sending emails since 29 July. I have contacted your support staff via the Community hub and received many replies and 5 new badges!!! However, despite my requests to link my email addresses to my broadband account being escalated nothing has happened except being asked to be patient. I have been patient for 2 weeks and it is getting beyond a joke.

Now I can't even log in to my email account because "There was a technical error"!

Please, please, please sort it out.

Re: As a Broadband fibre customer, why has my email account been blocked from sending?

nomfezeko-TT — Mon, 18 Aug 2025 07:10:26 GMT

Hi there @ajwhistler, thank you for reaching out and sharing your concerns regarding the issues you've been experiencing with your TalkTalk/Every mail transition. I sincerely apologize for the inconvenience this has caused you. I understand how frustrating it must be to be unable to send emails since July 29 and to face ongoing difficulties with your account. Your patience during this time is greatly appreciated, and I assure you that we take your situation seriously. I will have a look into the account and assist you further.

Re: As a Broadband fibre customer, why has my email account been blocked from sending?

ajwhistler — Mon, 18 Aug 2025 08:26:12 GMT

Thank you for your reply. The problem has been resolved. I sent a complaint to the Complaints Team in the CEO office. They got it fixed in 3 days. I suggest that others with the same issue do the same.