topic Re: Email stopped working. in Email

Email stopped working.

daveross — Thu, 16 Oct 2025 10:40:56 GMT

My wife's talktalk email account stopped working yesterday. She has been paying talktalk £5 a month for this service since they decided to charge non talktalk customers an annual fee for use of talktalk email services. She's had no notification from talktalk about any changes or stopping of their service but today she has noticed that her monthly £5 direct debit payment has not been collected since August. Is there anything she can do to get this service back ?

Secondly I also have a talktalk email account and pay a one off annual fee of £50 every November and am now also concerned that I might lose access to my talktalk email account. Can anyone advise or help please as I don't really want to lose my talktalk email account ?

Re: Email stopped working.

siphosethu-TT — Thu, 16 Oct 2025 11:37:27 GMT

Hi there @daveross, I take it since you mentioned you and your wife pay a fee of 5 pounds every month y'all are both TalkTalk Mail Plus customers. On July 29,2025 we sent notification to most our paying Mail Plus customers on how ownership of the service will be transferred to Everymail (OX's email service). Your email service is already managed by OX for us and customer relationship will move from us to OX. You shouldn't worry though if you are paying for the service as direct debit details will be transferred by us.

Re: Email stopped working.

siphosethu-TT — Thu, 16 Oct 2025 11:41:41 GMT

Please ask your wife to contact us so they can have a look into this for her, if she wasn't paying for her email services, I'm afraid she might lose them as in that case she probably wasn't sent notification and perhaps her details weren't transferred to OX. Thanks

Re: Email stopped working.

Gliwmaeden2 — Thu, 16 Oct 2025 12:20:10 GMT

@siphosethu-TT , the OP has specifically said that his wife was paying £5 monthly.

This was in addition to his own £50 fee.

So that is odd in itself, unless they had originally had separate Broadband accounts in the past.

@daveross, can you clarify why you've both paid?

Re: Email stopped working.

daveross — Thu, 16 Oct 2025 12:46:48 GMT

We were talktalk broadband customers (one home account) but when we cancelled we kept our talktalk email accounts and we both had to pay for our owe separate email addresses. My wife paid monthly and i paid annually. Mine is currently still working as the annual DD is not until November. Today however my wife now has recovered her talktalk email address by subscribing to an everymail plan at £50 a year but so far I have not done so.

Re: Email stopped working.

daveross — Thu, 16 Oct 2025 12:48:17 GMT

As stated in my original post she was paying £5 a month for the last few years but today however my wife now has recovered her talktalk email address by subscribing to an everymail plan at £50 a year but so far I have not done so.

Re: Email stopped working.

daveross — Thu, 16 Oct 2025 12:49:20 GMT

My wife has now has recovered her talktalk email address by subscribing to an everymail plan at £50 a year and cancelled her talktalk DD..

Re: Email stopped working.

Gliwmaeden2 — Thu, 16 Oct 2025 12:56:10 GMT

@daveross, normally a single subscription to Mailplus could have included up to 5 email addresses.

So one or other of you has paid unnecessarily over the years.

It may not be possible to get redress for this, but I am flagging it for staff to look into.

Re: Email stopped working.

daveross — Thu, 16 Oct 2025 13:09:12 GMT

Thank you. I don't think we were ever able to set both email addresses under the one account plus we were both emailed separately by talktalk when asked to pay for the account

Re: Email stopped working.

Gliwmaeden2 — Thu, 16 Oct 2025 13:10:20 GMT

Very odd, @daveross.

Re: Email stopped working.

daveross — Thu, 16 Oct 2025 14:25:24 GMT

Except the £5 DD wasn't transferred and was last drawn in August 2025 and yesterday her email account stopped working. She had to manually set up a subscription today with Everymail in order to recover her talktalk email account but has received no notification on how to do this. She has since cancelled her previous talktalk DD.

Re: Email stopped working.

Gliwmaeden2 — Thu, 16 Oct 2025 14:47:35 GMT

My point is that both Mailplus and Everymail allow up to 5 addresses associated with the one original broadband account, for continued support after you leave Talktalk.

So something wasn't right in the first place if you couldn't include both addresses under one subscription.

Possibly no chance of sorting that now. Worth waiting to see what staff have to say about it.

Please wait for staff to reply, @daveross

Re: Email stopped working.

Mandisa-TT — Fri, 17 Oct 2025 15:23:44 GMT

Hi @daveross I will look into this for you.

Re: Email stopped working.

Mandisa-TT — Fri, 17 Oct 2025 15:49:15 GMT

Hi @daveross I have managed to locate your TalkTalk mail plus account, and I am unable to locate your disconnected broadband account to check if your wife's email was ever linked to that account, could you please confirm if the broadband account was under your wife's account or was it under your name?

Re: Email stopped working.

Gliwmaeden2 — Fri, 17 Oct 2025 20:21:22 GMT

@daveross, it is worth putting the details of the old account number in the Private Notes section of your community profile.

Also the name and address of the account holder.

Go via your avatar; settings; open up the Personal Information menu and scroll down a bit further to Private Notes. SAVE CHANGES.

Staff will follow up after the weekend.

Re: Email stopped working.

daveross — Mon, 20 Oct 2025 10:51:55 GMT

My old broadband account was xxxxxxxxx (I think). My wife’s email is xxxxx and mine yyyyyy and they were both on the same account which was in my name.

Re: Email stopped working.

daveross — Fri, 17 Oct 2025 21:00:32 GMT

Think I’ve managed to do that. My name is the same as my email name.

Re: Email stopped working.

Gliwmaeden2 — Fri, 17 Oct 2025 21:12:46 GMT

@daveross, I have removed all the personal information details from your reply!

Please never post any information like that in the public thread. It should always be only in the profile.

Please confirm once done, and staff will respond after the weekend.

Re: Email stopped working.

amahle-TT — Mon, 20 Oct 2025 07:59:49 GMT

Hi there, please do confirm when you are done so we can look into this for you, thanks

Re: Email stopped working.

daveross — Mon, 20 Oct 2025 08:11:56 GMT

Sorry 'please do confirm' what ?