Current broadband customer - I want to keep my lineone and Tiscali emails live with no extra fees

[Laurie08]

I believed that as a current bb customer I would not have to pay to maintain access to these old accounts I access via webmail.

An online chat told me I needed to subscribe to everymail and pay £50 per address. This is surely not true? 

I do not have a current TalkTalk email address - I have listed my historic addresses in my profile. I would be grateful for help and info.

[mandisa1-TT]

Hi there @Laurie08 We sincerely apologize for the inconvenience caused to you, as you have an active broadband account with us you do not have to subscribe to Everymail, i can see you were advised otherwise in another department. I will complete a form for you and our back office team will have this resolved for you and your email services should be restored in the next 48 working hours.

[Laurie08]

Thank you for demonstrating someone is reading and paying attention.

I am not going to pay Everymail. 

Currently pondering getting away from TalkTalk if they can't resolve this pdq - it is stressful and a time sump. 

[Gliwmaeden2]

@Laurie08, staff will reply tomorrow. 

Don't pay Everymail. Talktalk has got to get their act together and sort it for you. Such a nuisance and worry for you. Sorry to see it causing so many issues. 

[Laurie08]

It's Sunday morning - I now have proper access to only one out of four of my addresses

I have access to g.......m@tiscali.co.uk - and can send emails

I have new warning notes that my account is about to be permanently deleted and a link "Upgrade Your Email Experience with Everymail" with charges of £50 per annum etc.  on these two addresses  l....._......K@lineone.net and also j...........t@lineone.net

I have no access at all to L......K@tiscali.co.uk - password not working, recovery not working

I would like to ask - can this be fixed, and how long will it take.

This is a time consuming hassle - I pay my regular monthly TalkTalk broadband fee - I have endured your security issues and data breaches over the years without complaint. It feels like you are holding customers to ransom. Why is Talk Talk demanding more money from existing customers?

[kanya-TT]

Thank for responding back. Kanya

[Laurie08]

I'm replying to your questions in the format of your choice Kanya

Hey there, @Laurie08. Can you answer the following for us:

Q1 Did you receive any communication from us about your email account being migrated to Everymail? No

Q2 Is a sign-up option available when you login to your email

I have 4 accounts

Yes -sign up option on 2 accounts -

? one account I cannot get into, so do not know

No - the other account had no sign up option showing, after some intervention by your team  I could, once again, send emails on that account

Q3 Are you experiencing feature restriction ( i.e. unable to send an email)

I am unable to send emails on 2 accounts - they display a red  banner with sign up options (The other I cannot get into)

Hoping that supplies the info you need as well as the answers to your questions

thanks

Laurie

[kanya-TT]

Hey @Laurie08, its not clear that is why I have re asked the question in a number format. It's crucial we get this information so that we can assist you accordingly.

Kanya

[Laurie08]

Kanya - 

I posted this about half an hour ago which answers some of your questions

"Thank you for progress made - much appreciated

one email  g.....@tiscali.co.uk - I can send emails again - thankyou

two others j.s@lineone.net and l_m@lineone.net - have access to view mail but big red banner saying I cannot send and must subscribe to regain full access

one other l......k@tiscali.co.uk - cannot gain access - password reset route has sent no links to my phone or other emails

Looking forward hopefully to further help"

Many thanks 

[kanya-TT]

Hey there, @Laurie08. Can you answer the following for us: 

1. Did you receive any communication from us about your email account being migrated to Everymail?
2. Is a sign-up option available when you login to your email
3. Are you experiencing feature restriction ( i.e. unable to send an email)

Kanya

[Laurie08]

Thank you for progress made - much appreciated

one email  g.....@tiscali.co.uk - I can send emails again - thankyou

two others j.s@lineone.net and l_m@lineone.net - have access to view mail but big red banner saying I cannot send and must subscribe to regain full access

one other l......k@tiscali.co.uk - cannot gain access - password reset route has sent no links to my phone or other emails

Looking forward hopefully to further help 

[Laurie08]

Thanks for the responses.

'Did the customer receive any communication from us about their email account being migrated to Everymail?' No - I saw an article on moneysaving expert which alerted me to the issue, otherwise I would have been unaware. I then noticed I could not send mails from my account. Thinking I may have missed it I have just done a search for everymail on g.....@tiscali.co.uk which yielded nothing.

My online TalkTalk chat was disappointing - simply directed me to subscribe at cost.

Stuff like this harms the brand.

I appreciate the help offered 

[sabelo-TT]

@Laurie08, thank you for this as we will escalate this matter to our email team however will need to confirm minor details. 

Did the customer receive any communication from us about their email account being migrated to Everymail? 

[Gliwmaeden2]

You are correct, @Laurie08, you do not have to subscribe to Everymail to keep your emails running, but as these are legacy addresses they must be connected to your current broadband account. 

Staff will fill in a webform on your behalf to ensure this happens.