Not receiving email bill notifications

[jbuchanangb]

I have received a letter in the post to inform me that your email notifications to tell me my bill is ready are not reaching me. I was already aware of this. I also do not receive the verification code which is sent to log in to the community, but I gain access by logging on to My Account, thereby having some sort of authorisation cookie. I believe the blocking of my @talktalk.net email address is at the TalkTalk end, not my end.
The letter received tells me that if your bill notification email doesn't reach me for a third time you may stop sending such notifications.
I would appreciate it if the problem could be investigated at your end.

[Arne-TalkTalk]

Thanks for the update.

[jbuchanangb]

Billing email notification received OK.

[Arne-TalkTalk]

let us know if you get the notification this month.

[jbuchanangb]

I connected to the community today to follow up on this, and I used the process to receive a verification code by email. This is working Ok now. remains to be seen whether the bill reminders are working. I expect that about a week from now. I will come back and update the board.

[Ady-TalkTalk]

It won't affect the community notifications as they're not related to our billing systems. I'll ask Stephen to look at that for you.

Ady

[jbuchanangb]

Thank you. Will that also fix the problem when accessing the community that I do not receive the verification code? I originally thought i had found the root cause of the problem because I auto-filled the email address from Lastpass without actually typing it in. I discovered that if I typed one character then auto-filled the rest, the verification came. That happened to me on another site as well. But that trick doesn't work any more, so, as today, I have logged onto My Account separately and then accessed the Community.

[Ady-TalkTalk]

I've raised an escalation for this as the online billing process means that the bill won't be resent to your TalkTalk.net mailbox. I've requested that it is. 

Ady

[jbuchanangb]

I prefer not to touch any settings unless and until it has been demonstrated clearly that I have done something wrong and have to put it right. The following screenshot from November 2011 clearly shows that my @talktalk.net email address is set for use to log in to My Account and online billing. Nothing has been changed as far as I am aware. I will wait for one of the TalkTalk experts to find out what is broken at their end.Account email settings

[Gliwmaeden2]

For many years, Talktalk has discouraged using Talktalk addresses for billing purposes. 

Surprised that you have only just encountered the issue - it doesn't seem to happen using eg Hotmail, Gmail, so might be simplest if you just change the billing email address, @jbuchanangb.

Hopefully staff will reach your thread soon. It's in the queue for attention.