A Long Story - Keeping Emails

[Moonspinner]

Hi, bit of a long story but we have been with Talktalk for many years and have 3 Tiscali email addresses belonging to family signed up to this account. We are on a really old long since expired contract. We currently get our broadband from Talktalk and our phone calls and line rental from BT so get 2 bills a month. We would like to just sign up to one account and get phone and broadband from one provider (preferably cheaper than we pay now as much better deals are available). We would also like to keep our Tiscali email addresses if possible.
Since we signed up to talktalk 15 years or more ago the Council / Royal Mail  changed our postcode so the postcode on our Talktalk account is now incorrect and when the service person trys to upgrade us our address is not recognised (as it's no longer under the previous postcode not the new one) I have asked them to change the postcode on our account but after 3 long phone calls and 2 weeks this still hasn't happened. 
The person I spoke to today said that the only way to do it would be to close our account and open a new one. I said that we didn't want to do this as it would mean losing our Tiscali email addresses.
To which she replied that Talktalk no longer supported Tiscali email addresses and that we would lose those anyway. So I then asked if there was any way we could keep the Tiscali email address and they replied that the only way was to subscribe to Talktalk Mail Plus (the person was very keen on us doing this) Is that correct?
Is there any way of upgrading our account without closing the old one? I am at my wits end here. We have not moved house and the phone number hasn't changed.
Thanks in advance for any help or advice.

[sabelo-TT]

@Moonspinner, I have just shared over a private message to you. Kindly check on this please. 

[Moonspinner]

Thank you. Though you haven't really answered my query.
Could you look back my original post? It's a very long story but essentially we are trapped on a very old Talktalk account that we have been out of contract with for 12 years and are paying vastly over the odds for. We would like to sign up to a new contract and continue getting the free email service but the issue we have is that the postcode on our account is incorrect (it says PE12 0SZ but it should be PE12 0XJ). All that really needs doing is the account being set to the correct postcode (and therefore the correct address) but to say this has been a nightmare would be an understatement.
We would also ideally like to get our calls from Talktalk too on the landline number we have registered with you (we still get our calls from BT at present). I have spoken to so many people about this but am getting nowhere. Also we were told that we were getting 2 months free service as a goodwill gesture for our inconvenience by a customer service representative last week but the customer service representative we spoke to this week said that there was no mention of this on our account.
Could someone contact me via the message service on here so we could attempt to resolve this please?

[sabelo-TT]

@Moonspinner, thank you for getting back to us as I do apologise for any inconvenience that this may have caused to you. For your information, terms and conditions are that: 

- Existing broadband customers receive our email service for FREE, they are not TalkTalk Mail Plus customers.

[Moonspinner]

Hi,  I have done as you asked. I have spoken to more people on the phone today and towards the end of last week but unfortunately they have still been unable to find a resolution. I would prefer to stay with Talktalk but at the moment the only option open to me is to move my broadband to BT. Could you look into this please? The main trouble I have is that I have spoken on the phone to perhaps 10 members of the Talktalk team now and I continually get given different answers. I was also told by the second to last person I spoke to that for the inconvenience we would be credited with 2 months free broadband (and they would email to confirm this which they didn't) but the person I spoke to today says there is no mention of this on account. It seems to me that they are stringing me along unfortunately.
I look forward to hearing from you soon.

[sabelo-TT]

@Moonspinner, thank you for sharing this information as I will need further investigation from your account. Please update your community profile and add your landline number and/or account number so your account can be identified. Please don't post personal information here. Please do confirm once done. 

https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info

[Moonspinner]

Hi, thanks for your reply. We have spoken to someone this morning and hopefully this is being worked upon (though they said they would email immediately after the conversation and haven't).
However to answer your questions:-
1.  When broadband came along we signed up with Tiscali which then was taken over by Talktalk and we have been with Talktalk ever since. Back in those days (around 20 years ago) I believe it wasn't common for calls and broadband to be bundled together so we remained with BT for calls (we had been with BT for calls prior to getting our broadband from Talktalk) and Talktalk for broadband. Obviously in retrospect we should have combined the 2 many years ago but never got around to it.

2. I don't really understand your question but the 3 Tiscali email addresses are linked to our account in the Mail Manager system (I believe upto 5 are allowed?) of our account. I don't understand why you would need to close one. The person on the phone was trying to tell us that even though we are still active Talktalk broadband customers we would now have pay an extra £5 a month to keep our Tiscali email addresses but I believe this wasn't true?
3. Our Talktalk account has always been under the postcode PE12 0SZ which was the current postcode when we set up our account 20 years ago. Since then however Royal Mail / the local council decided that too many houses down our road shared the same postcode so they assigned a new postcode, PE12 0XJ to half the houses on the road. Ours being one them. We haven't moved or changed our phone number but the postcode has changed therefore we haven't been able to upgrade our account as the postcode and house number don't match because the postcode on our Talktalk account is the old, now incorrect postcode. It therefore needs updating to the correct, current postcode. This appears on the Talktalk system. Is that making sense now?
We were offered a new deal including calls but we can't sign up until the postcode is updated on the Talktalk system. We have been trying to get this done for over 2 weeks now but it seems a real struggle.

[kanya-TT]

Thank you @Gliwmaeden2. 

Kanya

[Gliwmaeden2]

@kanya-TT, the customer has mentioned that the phone bills are on a BT account still rather than Talktalk. 

It's a situation stemming back many years to the early days of setting up broadband with Talktalk, and is something that you will encounter from time to time. 

Just a legacy situation. 

[kanya-TT]

Hey there, @Moonspinner. Thank you for reaching out to our platform. We'd like to investigate this for you, but I need clarity on few things. 

• How did you end up paying for two accounts and are they both from TalkTalk.
• With your 3-email account, we can link them to your main broadband account for now but if it means we need to close one account, which will it be 
• Your current broadband account, which postcode is it under as well as account number? (you can answer this on your private message as it is account sensitive)

Kanya