Can't send emails.

[Geoff&Eileen]

From today I can't send any emails. The message says I need to subscribe at £5 per month, but I have a broadband contract and have had for many years, so why am I being asked to subscribe? I thought these charges were only for users without broadband.

Geoff

[nambuso-TT]

@Gliwmaeden2 Thanks for advising. Please do contact Everymail regarding this. 

[Gliwmaeden2]

@Geoff&Eileen 

Talktalk staff cannot unsubscribe for you. A Direct Debit is set up only between yourself and Everymail, a separate company from Talktalk. 

It's not like the cases where people had set up previously with Mailplus and have been moved over directly by Talktalk to Everymail. 

Your set up is between you, Everymail and your bank.

[siphosethu-TT]

Hi there @Geoff&Eileen, I'm glad to hear that your services are working as they should and really sorry about the £5. Please contact every mail support and they should be able to help with this. The link below will provide you with information and make it easier for you to contact Everymail via chat. Thanks

Email Transition FAQs

[Geoff&Eileen]

The good news......... I can send and receive emails from all my addresses.

The BAD news ......... £5 has been debited from my bank account to Everymail.

I was assured that this had been sorted, but clearly it hasn't. Perhaps someone could refund the debit and assure me that no further payments will be taken.

[Philile-TT]

@Geoff&Eileen we are not able to cancel any EveryMail subscriptions, you would have to contact EveryMail directly. Please use the link I provided above to contact them. I had advised right after escalation to please allow 48 working hours, and the team will assist with sorting this out like how they have been assisting the other customers affected. 

[Geoff&Eileen]

I know I have an active account, so my email should never have been blocked as it was yesterday. This is a problem created by Talk talk and I expect them to resolve it.

Last evening I had a very important email to send and there was no way of circumventing the blocked message unless I subscribed. 

I expect Talk talk to liaise with Every mail to cancel the direct debit.

Another thing I find annoying was that in trying to resolve the issue with the virtual assistant, it insisted on telling me my email was blocked as I hadn't paid my bill. 

I know nothing about Every mail, so have no idea who to contact to get this sorted.

[Philile-TT]

@Geoff&Eileen You have an active account with TalkTalk you were not supposed to subscribe, I had escalated for the matter to be sorted. Now that you have subscribed you need to contact EveryMail to see if you will be able to cancel.  Please visit EveryMail Support (https://everymail.com/support).

[Gliwmaeden2]

Presumably you paid Everymail, @Geoff&Eileen ?

That may have enabled sending etc, but if you unsubscribe from them it may now throw a spanner in the works for keeping your emails functioning. 

We'll hopefully hear back from @Philile-TT soon.

[Geoff&Eileen]

Thanks. I have regained access to my emails now but to do so I had to subscribe and set up a direct debit for £5 per month. I trust this will now be cancelled.

[Philile-TT]

Thank you, I have escalated this for you. We sincerely apologize for the inconvenience and expect your email access to be restored within the next 48 hours. Thank you for your patience.

[Geoff&Eileen]

Information updated as requested.

[Philile-TT]

@Geoff&Eileen Please update your details (email address affected) on the private notes and let us know once done so that I can escalate this for you

[fr8ys]

Please see here for information. 

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

Please post back once you have completed the required information so support staff can action for you.

Thank you