Broadband customer blocked from sending e-mails from my "tiscali" address

[Mimi_London]

As requested, I am creating a new thread for my topic.

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 and should not be impacted. However, I find this morning that I cannot send any e-mails out.

I phoned 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 to try resolve.

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 in the meantime are denied full access to their e-mails and continually told "not to worry" by the various customer service team that they talk to..

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

[nambuso-TT]

For security reasons, I am unable to disclose the email address associated with your account. Since you mentioned that you do not recall any other email addresses, it’s possible that the email address was created but never used. However, I can assure you that the email address you are inquiring about is linked to your active broadband account. We have escalated the issue to ensure your emails are fully functional, and we will keep you updated on any developments.

[Mimi_London]

If you could share via private message what the other e-mail address is that you can see, (which I cannot see in my account), that would be appreciated. 

Sounds to me to be very much an error on your side.  In over 20+ years I've only ever had 1 e-mail address listed with my account based upon "tiscali.co.uk" and this address as shown in private notes is also the main admin e-mail address. 

I would appreciate visibility of the info that you have, so it can be seen on both sides, otherwise I am at a massive disadvantage trying to get this sorted if I cannot see any errors on my Talk Talk account 

[nambuso-TT]

It could be an error however on our side, 2 email addresses are showing thanks.

[Mimi_London]

Hello, I've just logged into "My Account" then "Profile & Settings" then "My Details & Setting" and can only see the 1 no. e-mail address listed which is the one I expected to see ending in tiscali.co.uk, as also shown in my private notes. 

I cannot see a 2nd e-mail address listed under my account - maybe in error that is the one getting the full e-mail access instead of me! 

[nambuso-TT]

@Mimi_London you can check this on MyAccont to see which email addresses are linked. Thanks

[nambuso-TT]

@Samianther To start your thread click the Browse button, then Help With Your Service and select the appropriate category. You will then see a Blue Button "Start A Topic"

[Mimi_London]

Hello, As far as I am aware I only have one active e-mail address that I use for my talk talk account ending in "tiscali.co.uk", as detailed in my private notes and as seen in talk talk webmail details. 

I am not familiar with any other e-mail address, they have not been shared with me by Talk Talk and is probably a background or unused e-mail address set up when Talk Talk bought Tiscali in July 2009. Can you send me a private message advising what my other e-mail account is?

I've noticed that the customer service desk sometimes refer incorrectly to "tiscali.com" (a typo / on auto-pilot) when the correct e-mail address ending for my e-mails are always "tiscali.co.uk" 

Can you please indicate how long it will take to resolve the issue on restricted sending of e-mails. 

[Samianther]

So how do I start a new thread. Can you speed up the process.

[nambuso-TT]

Hi there @Samianther. I am very sorry to hear that you are also experiencing the same issue. Should you require assistance, please start your own thread and we will take it from there. Thanks

[nambuso-TT]

On the notes I can see that the webform to stop receiving emails advising you to sign up to Everymail has been submitted and you shouldn't get any further communication regarding that. And looking into your account I can see that 2 email addresses are linked to your active broadband account. I have escalated this for you to the relevant department since you are unable to send emails from your tiscali domain. I will send you a message if once we get some feedback

[Samianther]

I also have had the same issue. Can’t send e mails even though I am a broadband customer. Have spoken to customer services who were polite and said they would inform the ‘back office’ and we would be exempt from subscribing. However  when asked how  long it would take the answer was up to 5 days. This to me is totally unacceptable especially if needed for business.

[Mimi_London]

It's been over 24 hours and I'm still not able to send out e-mails from my "tiscali.co.uk" account. 

Can you please advise how long this will take to rectify as I have some urgent and important correspondence to respond to ASAP. 

In addition, when you log into talk talk webmail, and click on the "red banner Everyman subscribe link" why is there not an option for the much needed selection of "I am an existing talk talk broadband customer with active talk talk account" this could then lead to a webform that customers could complete their name, address, postcode, account number / telephone number etc.

This would then allow for the restricted e-mail account to be cross-referenced by Everyman with Talk talk customer accounts. 

It would also save hours for your customer support teams, undertaking multiple calls/e-mail threads about the same issue of restricted e-mail accounts with no ability to send e-mails and get info across to your back office teams quicker to resolve ASAP.

This continued e-mail restriction is causing a lot of distress and frustration. 

[nambuso-TT]

Not as yet, I'll send you a message once I have some feedback.

[Mimi_London]

Any update? 

[Mandisa-TT]

Hi @Mimi_London I'm sorry to hear this, I will look into this for you.