Clarification on transition to Everymail

[Carole26]

Hi,

I’m messaging on behalf of my grandmother, with her permission, regarding the transition to Everymail. She is currently a Fibre 35 customer, albeit out of contract. Before today she was using a separate email address (i.e., not talktalk.net) to access her broadband account. I have now changed her username back to her TalkTalk email address. I hope this will mean that she will continue to have full access to her TalkTalk email account for as long as she remains a TalkTalk broadband customer, with no need to renew her Fibre 35 contract or subscribe to Everymail. We would both really appreciate clarification on this.

Kind regards

[nambuso-TT]

Hi there did your grandmother receive communication stating that she should subscribe to Everymail?

[Carole26]

Hi @nomfezeko-TT, thanks for getting back to me. That would be great, thank you.

[nomfezeko-TT]

Hi there @Carole26 , thank you for reaching out to us about this, I will need to have a quick look into the account and advise you further, I may need you to confirm a few things for me and will send you a private message as we cannot discuss or disclose account information publicly, is that fine with you?

[ferguson]

And you, hope you get it sorted.  🙂

[Carole26]

Thank you, we’re looking forward to having this resolved.

Take care and enjoy the rest of your weekend.

[ferguson]

OK, the outlook.com address is not at all affected by Everymail and could have been left alone with hindsight.

This has been flagged up to the support team here. Bear in mind that they won't be back online until Monday. Also, given that you are not the account holder it may be be a bit more complicated, but I am sure they will do their best to help.  

[Carole26]

Thanks for getting back to me so quickly.

She was using my uncle’s email address to login to her TalkTalk broadband account (presumably so he could help her with any issues she was having at the time but I’m not 100% sure). That email address was @outlook.com so I wondered if that was causing the confusion. I’ve just tried to send email from her @talktalk.net account to two different addresses and both were undelivered.

[ferguson]

When you say not talktalk.net, which suffix was she using? If a TalkTalk legacy address and there are many such as tiscali.co.uk, then as long as she remains a TalkTalk broadband customer she should not be affected by this. Is she unable to send from her preferred address currently? The one registered for My Account is not particularly relevant here.