2 Of My Talk Talk Email Addresses Can No Longer Send Mail

[Human-Ghost]

I pay for TalkTalk landline and broadband every month. Many years ago, I lived with my ill mother, I helped her create a Talk Talk account and I created a couple of emails addresses too for myself (up to 5 were allowed) these ended '@talktalk.net' (which I would like to keep). When my mother died, I moved house but decided to keep the same family landline number and my former (2) Talk Talk email addresses too, it seemed the simplest solution.

But a problem arose ....  the Talk Talk phone assistant did not know how to transfer my old email addresses (from my dead mother's account) to my account, without first creating a new '@talktalk.net' email address first (which still works) however the prior two email addresses recently stopped working and now Talk Talk is wanting me to 'subscribe' (i.e. pay) for my two other email addresses, one of the latter has all my information and it would be a real pain in the neck to notify 30 or so friends or business contacts that my email has changed. This is not my fault, I wanted to keep my original email address, the TalkTalk phone assistant (all these years ago) did not know how to transfer it until I created a new email address that I seldom ever use.

I could go and 'subscribe' but it seems crazy since I am overpaying £59 a month for just a landline and broadband that I need to pay an extra £5 a month for (each?) email address that has stopped working and risks being deleted altogether on October 31st? Is that the situation? Or has TalkTalk made some technical error and it assuming my old email address are from my mother's dead account and not a current landline/broadband account I still pay for?

Sorry if others have asked this question, this is my first (and possibly last) post.

[sabelo-TT]

@Human-Ghost, it's a pleasure. 

[Human-Ghost]

Drun rolll ...  cymbal crash! The problems are fixed! ... applause, etc.. Cheers to all those who helped to restore my old email addresses back to life..

Mr H. Ghost.

[nambuso-TT]

Thank you very much for the support @Billx.

[Billx]

Hi, @Human-Ghost 

You say, ' I cannot find where to log  into other specific '@talktalk.net' address emails'

The way you would do it, is:

On your browser, go to https://apps.talktalk.co.uk/appsuite/ ,

If that takes you automatically to that default  '@talktalk.net' email address, without having to use a password,

then do the following:

On the top far right of the webmail app,  click your profile button, then click 'Sign out', then click 'Exit TalkTalk Mail'

Once you are out of that default email address, you can log in to 1 of the other 2 email addresses.

Enter the email address and the corresponding password.

Bill

[Philile-TT]

@Human-Ghost I have escalated and thank you for your understanding whilst we are working on resolving this for you. 

[Human-Ghost]

Thanks for your help. 

Yes, I've seen that message when logging in directly via your website but I cannot find where to log  into other specific '@talktalk.com' address emails, I usually handle email via Thunderbird, so I am not that familiar with your new webmail layout. (Before anyone assumes there is something wrong with the Thunderbird settings  nothing changed, one of my talktalk emails still works and your message warning I will lose email is directly on your website, so the problem must be at your end). I would guess the problem is that my 2 prior emails were originally on my mother's talktalk account (sorry I threw out the number) before I created a new account in my name. My mother's name was 'Catherine' (the same surname as my own in profile), it was hwever a different home address, same home town. 

The email page  seems to default to one of the talktalk.net emails (that cannot send), the others (including the one that works via Thunderbird) I cannot see where to log in to. Currently just one of my 3 (talktalk.net) emails can send an email.

I do realize it can take time to fix, so I will try to be patient.

[Philile-TT]

@Human-Ghost Thank you, for the information provided. I located your moms account using one of the email addresses, please be advised that I have escalated this for you, usually these requests are completed within 48 hours of the working days only (Monday to Friday) as hours are not counted over weekends however in this situation it may be more than that, please bear with us as we look into resolving the issue for you. Thanks. 

[Human-Ghost]

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@Gliwmaeden2 wrote:

@Human-Ghost, put as much detail as you can in Private Notes and also complete your community forum profile details for Talktalk staff to identify your account and the email addresses that you need to have associated with it.

 Thank you, I've done that now, I hope it helps whoever looks into this. I cannot find my mother's old account number but it changed to my account number (with new address) around June 2017. I have listed the 3 emails addresses that should be associated with my broadband account in the 'personal' use section. 

[Philile-TT]

Is there a red banner or a pop message advising you to subscribe to EveryMail? 

[Philile-TT]

@Human-Ghost I understand how stressing this may be to you, I will have a look into your account and see what we can do.  

[Gliwmaeden2]

@Human-Ghost, put as much detail as you can in Private Notes and also complete your community forum profile details for Talktalk staff to identify your account and the email addresses that you need to have associated with it.

See this notice:

https://community.talktalk.co.uk/t5/Email/Important-information-about-changes-to-your-TalkTalk-Email...

Go via your avatar; settings and complete Personal Information with your landline number. Further down, in Private Notes add also the email address and account number that are currently linked, then the legacy email addresses that need to be added to it.

It might also help if you can find that old account number that wasn't in your name  - that's the main complication, as this is marginally less complicated if there's been no change in the account name. 

It's taking quite a time to work through cases at an individual level. 

Once you have added the information, scroll down further to SAVE CHANGES. 

Staff reply during the day, Monday to Friday. 

[Divsec]

Hi @Human-Ghost I doubt this will be your last post as this will be a tricky one for staff to resolve. Your post has been escalated and you should hear soon.