on 27-09-2021 09:25 AM
I have had a TalkTalk Broadband& Telephone account for several years now (ever since they took over from Tiscali). As a family we have four Tiscali email accounts, I have successfully added three to my account but for some reason when I try adding my daughters email account I get the following error "Sorry something went wrong and we were unable to add the TalkTalk email. Please try again later". This has been going on for quite a while now, my daughter still receives email OK, however we would like to link it to our broadband account.
Answered! Go to Solution.
on 28-09-2021 12:19 PM
on 27-09-2021 10:55 PM
on 27-09-2021 10:26 PM
It appears that the password strength was the problem, my daughter changed it to a more secure password and now I have successfully added to our TalkTalk broadband account.
So all is good now, can you cancel the TalkTalk Support ticket?
Thanks so much for your help.
on 27-09-2021 04:03 PM
Whilst waiting for TalkTalk Support I'll ask you about the strength of the password and password recovery reset details.
Although you can sign in to the mailbox, a weak password could give rise to authentication issues.
Please review the password strength following the advice here: Upgrade your legacy mail password to upgrade your email password just to ensure that's not the cause of the 'something went wrong' error message.
on 27-09-2021 11:46 AM
More likely the transition to fibre effectively created a new MyAccount and the last remaining tiscali email address is linked to the archived ADSL account. Not to worry, TalkTalk Support can unlink and add the address to the current MyAccount. You'll receive a TalkTalk reply right here.
on 27-09-2021 11:30 AM
Thanks for your reply, the email should not be attached to any other TalkTalk account as we have only ever had the one account. We did upgrade from ADSL to Fibre a few years back but it is still the same account. The only thing I can think of is that during the transition from Tiscali to TalkTalk somehow they became disconnected.
I have checked and updated my community account settings as you suggested.
Thanks for your help.
on 27-09-2021 11:04 AM
The email address is obviously active on the platform. Is it linked to another TalkTalk MyAccount, perhaps a former account? That would be one reason to stop it being moved over if the account details don't match up to the current MyAccount.
I'll make a request to TalkTalk support to get the address manually added / unlinked and added.
Prepare for TalkTalk Support by updating your Community MY PROFILE
Select here: Update your profile
on 27-09-2021 10:49 AM
I have successfully logged into my daughters Tiscali Webmail account, so the username and password are definitely correct!
I have logged into our broadband account and checked the email accounts:
as you can see there are currently three accounts listed.
I tried again to add my daughters email account to our Broadband account but I get the following error message displayed:
So really not sure what is going on.
on 27-09-2021 10:10 AM
You're right that any legacy TalkTalk Mail account that's on the TalkTalk Mail platform including an active tiscali.co.uk email address does need to be added to an active TalkTalk Consumer home broadband MyAccount in order to safeguard the email address from limited access and ultimately deletion.
The customer MyAccount supports up to 5 mailbox addresses in total.
So, if there are no more than 4 present in the My Mailboxes list then you should be able to add the email address by entering the first part of the address, selecting the tiscali.co.uk domain and entering the current password.
First check that the password is correct by signing in to the mailbox. If already signed in to TalkTalk Mail webmail then sign out first.
Select here: Sign in to TalkTalk Mail
Enter the full tiscali email address and password, select Sign in.
Let us know if there's an error message.
If you get signed in OK then go to the option in MyAccount to add an existing mailbox.
Managing your email in My Account select email not showing in My Account
Let us know how you get on.