Broad band customer blocked from sending TalkTalk and Tiscali emails

[Francesca-58]

I am a broadband customer and am blocked from sending emails from sending emails from my Talktalk and Tiscali emails telling me I need to sign up to Everymail. A chatbot told me 2 weeks ago that as a broadband customer I didn't need to do anything. Clearly that was wrong. I have followed fr8yrs suggestion but still not activation.

[Francesca-58]

There are two email addresses and both are linked to the broadband account - Tiscali and Talktalk.net

[nambuso-TT]

@ Mimi_LondonThanks:)

[Mimi_London]

Noted & new thread created.

[nambuso-TT]

I'm going to escalate this for you now; however, I need to confirm with you first, is the email that you received the communication on linked to your active broadband account?

[Francesca-58]

How long will it take before I can send emails again as currently I am still blocked although as you confirm I don't need to sign up to Everymail?

[nambuso-TT]

Hi there @Mimi_London, I'm really sorry that you are also experiencing this issue, please can I ask that you start your own thread so that we can pick this up for you. 

[Mimi_London]

Yes, like yourself I am now not able to send e-mails from my "tiscali" address as of 28th July. 

I phoned customer support 2 weeks ago, when I got a message about the Everyman service & they told me not to worry about this issue as my e-mail address was definitely linked to my broadband account and as a paying customer I do not need to sign up to Everyman, as my e-mail service is included in my contract. However, I find this morning that I cannot send any e-mails out. 

I phone customer support again this morning & they can see that as a paying talk talk customer my e-mail is still linked to my account, however he couldn't take the "block" off the account until he has spoken to the backroom team again. 

This is very frustrating and exactly the issue that I tried to pre-empt by phoning customer services 2 weeks ago!

I imagine that there are many existing talk talk customers impacted with this poor roll out of everyman service, which does not discriminate or cross-reference well against their existing paying customer, who are denied a paying service meantime. 

How long is it going to take for the issue to be resolved?

[nambuso-TT]

Thank you, please also confirm for me, the email address that you received this communication on is it linked to your active broadband account with us?

You should not be receiving this communication as you are an active broadband customer, and we are going to do our best to get this fixed for you. 

[Francesca-58]

Yes I did, twice, and then this morning when I tried to send an email it bounced back and a window opened telling me I had to sign up for Everymail.

[nambuso-TT]

Hi there 

@Francesca-58 I can confirm that since you have an active broadband account, there is no need for you to sign up to Everymail. Just to confirm did you receive communication from us stating that you need to sign up to Everymail so that you will not loose access to your email service?

[fr8ys]

Following my advice only gives staff the details to send to the backroom team responsible for updating, it does not provide activation which could be a few days from staff picking this up