End of contract

[alchemist]

Hi

Hope you can help.

For technical reasons we have needed to move from TT for our broadband and landline.

We have had some useful discussions with both your technical and sales team, so there is an understanding why the current TT full fibre offer just wouldn't work for us.

The last agent I spoke to, I imagine she from disconnections, was really helpful and said she would send an email to confirm our discussion and the actions needed, such as returning router etc.

During that conversation I indicated that we wanted to stay with TT mail and more than happy to pay the £50 a year subscription as we find the service really good. She indicated that she would be able to set that up there and then as you already have a DD authorisation.

Unfortunately, not had any email and no confirmation that the new contract for the webmail service has been set up.

As an aside, our move has not gone as planned!

Kind regards

[Mandisa-TT]

I understand and thank you for reaching out. It sounds like you've had quite the experience I'm glad to hear that your email is working fine now and that you still have access to your account and Mailbox Manager. It should be working until you are migrated to EveryMail or sent an email to subscribe. 

[alchemist]

Thanks Mandisa

This has been an interesting journey.

I called TT to discuss as I had signed up to TTMail Plus before moving to Vodafone. What was interesting is that while your systems showed me as 'subscribed' you had not taken the £50!

It would appear that the system does not actually activate for at least 60 days, which is strange but had to accept what I was informed.

The day after you sent this message to me I received a 'Welcome to TalkTalk Mail Plus', to each of the active email addresses on my account.

I have checked and I stuill have access to my TT account, and therefore through to Mailbox Manager so I can update passwords and delete unused email addresses.

For the moment email appears to be working fine, so thanks for asking.

Kind regards

[Mandisa-TT]

Hi @alchemist I have received feedback regarding your case from the EveryMail escalation team. They have indicated that your account was disconnected at the time they classified the email addresses for migration to EveryMail or signing up. As a result, you will receive separate communication later on, allowing you to sign up for EveryMail. In the meantime, your email address should be functioning properly. Could you please confirm whether your email is working correctly or if you are experiencing any restrictions?

[Mandisa-TT]

Hi @alchemist I have also noted on your account that you are in the process of returning the equipment and that the delay is due to not having received the returns bag.

TalkTalk has made changes with the email services for customer who are no longer talktalk customers. To keep your TalkTalk email address after leaving the service, you will need to subscribe to Everymail, which is the new email service provider for TalkTalk email users. Since you have advised that you have not received any email about signing up, I have escalated this for you and I will respond to your query as soon as I receive a reply.

Thank you for your patience regarding this matter.
 

[alchemist]

Thanks Mandisa

When I had a call from one of your agents on the 20th June, before migration, she said she would set up a DD for the annual subscription to TalkTalk mail and send confirmation emails. No emails.

I contacted TalkTalk again on the 5th July, which fits with when the request for return bags was actioned. That agent indicated that the DD had been set up but I cannot see anything in MyAccount to confirm and again the promised emails did not arrive, even though agent indicated he had sent to both my talktalk.net email and the email registered for MtAccount which is an old tiscali.co.uk one.

You will understand my concern because of the proposed change to Everymail I wanted to make sure I had an account in place.

Thanks again for your help. I'll leave the credit on MyAccount for now until I have been assured the mail issue has been sorted.

Is it possible to request a short extension to the return of the kit as I have not received the bags yet and t is two weeks on?

Tony

[Mandisa-TT]

Hi @alchemist I have looked into your account and will address your concerns as you’ve listed them.
 

I’m sorry to hear that your transition to the new ISP hasn’t been smooth; I hope things have improved since then.
 

1. The new provider did initiate a cease on your behalf, and your TalkTalk account was disconnected on June 30, 2025.
2. A request for a returns bag was created on July 5, 2025. I checked the status of the order placed on July 7, 2025, and it is currently in fulfillment (it should be shipped soon).
3. We are implementing some changes to our TalkTalk email service. As part of this update, active email users who are not broadband customers will be transitioned to EveryMail, an Open-Xchange (OX) email product. Please check your email, including your spam folder, for any messages regarding the sign-up process.
4. You were charged a month in advance, and you have been credited for the days you were charged without service (after disconnection). You can request a refund through your My Account, or I can assist you with that—just let me know if you need my help.
    

[Gliwmaeden2]

@alchemist, did you get this resolved by phoning in the end?

[alchemist]

Thanks for your input, demonstrates the value of community boards like these. I will check regularly and if a member of staff doesn't come back I will call the 0345 TT number again.

[Gliwmaeden2]

@alchemist, keep just posting on this thread and I'll try to steer staff in this direction for you.

[alchemist]

Thanks for your support.

Did post on the email forum as well, because there is a lot of discussion on the move to Everymail and that got me very worried abot not having continued access to our email addresses.

Unfortunately, the post appears but when I go back to check the post is not there... also concerning as my broadban contract has ended.

Tony

[Gliwmaeden2]

@alchemist 

Please just follow up for now on this thread. I am pasting in screenshots of your new one that duplicated much of the above.

Update only on here for the time being till staff have a chance to catch up with the issue. As mentioned above, you will not get a reply from staff over the weekend. 

 

 

[Gliwmaeden2]

@alchemist, staff won't be back on here before Monday now.

Are you sure your switch has taken place?

Full details of who to contact to check the cease went through etc are here:

https://community.talktalk.co.uk/t5/Articles/Cancel-your-TalkTalk-service/ta-p/2204737

Staff on the forum can send out returns bags if needed. Yes - it appears to now be just 28 days for returning equipment. 

Mailplus is in a state of transition now. Please read this:

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

So you should include that in your discussion on the phone / Chat for any clarification you might need.

When the switch has happened, any unused days are calculated from what you paid in advance and refunded in the next bill. Keep your Direct Debit details in place in My Account  - the money is credited to your My Account, not your bank.

You then need to claim it back using those same DD details in My Account. Don't remove the details until you have received a final bill for £0.00.

[alchemist]

Thanks for the response, I will miss the Community Forum as quick way of getting advice on issues

No, we are not taking TT broadband as we needed to move to full fibre but the router offering from you, which I am sure would be ideal for most people, simply won't work for us. This following discussions with the technical team.

We moved ISPs on Monday this week.... not great so far I have to say.

I spoke to an TT agent, probaby a couple of weeks ago max, to discuss what happens at the end of our TT contract and she said she would send an email to confirm everything discussed:

1) issues if transfer didn't take place

2) return of TT kit and length of time for return... 28 days from memory but we have not had any bags to send back or details of what you want back

3) our wish to continue to use TT webmail and pay the £50 a year.. she said she would set that up, but having had no confirmation we are not sure and there is nothing in MyAccount yet as an indicator

4) how to get refund on any service already paid for (as we have been out of contract for a few years)... as payment is month in advance

Hope this helps

[nambuso-TT]

Hi there I am very sorry to hear this. Just to confirm you wanted to take up a broadband contract and also use our email service.