topic Re: New email system - cannot subscribe not matter how hard I try in Email

New email system - cannot subscribe not matter how hard I try

MikeHutton — Fri, 08 Aug 2025 20:33:14 GMT

I've been using talktalk's email system for years. I stopped using TT broadband using lockdown as I couldn't get any kind of line speed, or any tech support, and I work from home.

Since then I've been continuing to use my old email address, spending £50/year as required. I last paid this on 17th July last. I have an email confirmation of this.

The following day the bill arrived by email, and I presumed this would not be an issue.

I logged into my account, and apparently the £50 bill is still outstanding.

I also receive a pop-up invitation to subscribe to the new Everymail system. When I click on the subscribe button and try to log into my account using my email settings, I get the following error:

You are not allowed to sign in.

caused by:

ValidationError: You are not allowed to sign in. key=username
RequestError: 401 ERROR_LOGIN_NOT_ALLOWED (Authentication failed) details=missing context administrator role

I have spent over an hour on the phone with one of the customer service people, who was trying to liaise with the technical team. She said that she would call me back. She has not.

Can someone look into this for me please? I don't want to lose access to an email account I've already paid a year's subscription for.

Re: New email system - cannot subscribe not matter how hard I try

fr8ys — Fri, 08 Aug 2025 20:35:52 GMT

Please see here for information.

https://community.talktalk.co.uk/t5/Email/Important-information-about-changes-to-your-TalkTalk-Email-What/m-p/3115859#M189171

Please post back once you have completed the required information so support staff can action for you.

Thank you

Re: New email system - cannot subscribe not matter how hard I try

MikeHutton — Fri, 08 Aug 2025 20:41:59 GMT

I have updated my account details. Would it help if I added additional details about my account?

Re: New email system - cannot subscribe not matter how hard I try

fr8ys — Fri, 08 Aug 2025 20:45:12 GMT

Yes, there is a field for this.

Re: New email system - cannot subscribe not matter how hard I try

MikeHutton — Fri, 08 Aug 2025 20:51:04 GMT

I've added some details. Are you able to look and see if there is information you need?

Re: New email system - cannot subscribe not matter how hard I try

fr8ys — Fri, 08 Aug 2025 21:06:52 GMT

No, I'm a customer like you. Only support staff can see yiur profile information.

They are back Monday and will pick up then.

Re: New email system - cannot subscribe not matter how hard I try

MikeHutton — Fri, 08 Aug 2025 21:07:59 GMT

Ok. Thanks for letting me know. Have a good weekend.

Re: New email system - cannot subscribe not matter how hard I try

Gliwmaeden2 — Fri, 08 Aug 2025 21:15:52 GMT

@MikeHutton, have you checked that the money actually left your bank account?

Were you paying by direct debit or a one off card payment [they have been having glitches with the latter in the past couple of months]?

As a Mailplus user, the switch to Everymail was supposed to be totally automatic - you are not supposed to be having to do anything different from usual.

That's the idea, anyway....

Re: New email system - cannot subscribe not matter how hard I try

Gliwmaeden2 — Fri, 08 Aug 2025 21:43:51 GMT

@MikeHutton, see also:

https://community.talktalk.co.uk/t5/Articles/Email-Transition-FAQs/ta-p/3114888

Re: New email system - cannot subscribe not matter how hard I try

MikeHutton — Fri, 08 Aug 2025 21:52:03 GMT

Thanks for responding. I paid by one-off card payment.

Everymail sounds like a distinct improvement on the current system. I've had repeated problems with lag using the webmail site until about three months ago. The lack of adverts is probably going to help the reliability issues they've had as well.

Talktalk seem to have a problem deaiing with legacy email addresses. I have three, only one of which I currently use. When it came round to setting up the Mailplus side of things it took a month for them to sort everything out, largely because it appears that no one person gets access to all the functions needed to fix problems like this.

The annoying thing is that I wouldn't have this problem if I'd been able to use Talktalk broadband during lockdown. I was effectively forced to change providers, and it's caused nothing but trouble on the email side ever since.

Re: New email system - cannot subscribe not matter how hard I try

Philile-TT — Mon, 11 Aug 2025 07:12:24 GMT

Good morning @MikeHutton did you receive an email advising you to subscribe to EveryMail?

Re: New email system - cannot subscribe not matter how hard I try

MikeHutton — Wed, 13 Aug 2025 08:20:42 GMT

Thanks for getting in contact.

I did receive an email. I get a pop-up whenever I go into webmail.

I'm already subscribed to mail plus anyway, and paid for that subscription on 17th July.

The problem is that I can't get the subscription to Everymail to work, because I get an error when I try to log in to my account.

Re: New email system - cannot subscribe not matter how hard I try

Philile-TT — Wed, 13 Aug 2025 08:22:59 GMT

@MikeHutton Please do not subscribe to everymail, I will look into your account and escalate this issue.

Re: New email system - cannot subscribe not matter how hard I try

Gliwmaeden2 — Wed, 13 Aug 2025 08:39:31 GMT

@MikeHutton, did you see the image in my post #9 on Friday?

Read it carefully: it says DO NOT DO ANYTHING if you already subscribe to Mailplus. Also the examples given for when next payments are due.

What matters is that Talktalk tracks down the payment you already made.

You have not confirmed whether you checked the money cleared from your bank account though!

Re: New email system - cannot subscribe not matter how hard I try

MikeHutton — Wed, 13 Aug 2025 08:42:55 GMT

The money went out of my bank account. Talktalk have my money.

Re: New email system - cannot subscribe not matter how hard I try

Philile-TT — Wed, 13 Aug 2025 08:43:59 GMT

@MikeHutton I am currently looking into your account and I will get back to you.

Re: New email system - cannot subscribe not matter how hard I try

Philile-TT — Wed, 13 Aug 2025 09:26:51 GMT

@MikeHutton are you able to use the email services?

Re: New email system - cannot subscribe not matter how hard I try

MikeHutton — Wed, 13 Aug 2025 10:08:22 GMT

I can receive emails but not send them.

Re: New email system - cannot subscribe not matter how hard I try

Philile-TT — Wed, 13 Aug 2025 10:09:32 GMT

Thank you for the confimation, please bear with me.

Re: New email system - cannot subscribe not matter how hard I try

Philile-TT — Wed, 13 Aug 2025 15:21:09 GMT

@MikeHutton I have escalated this issue for you, please allow 48 working hours.