E-mail linked to broadband account

[debsbaz12]

I am a TalkTalk broadband customer but my Homecall e-mail is not recognised as being linked to my account.  I have filled in the form that was in the link of another thread, but it doesn't look as though that information is going anywhere.  Where can I resolve this issue quickly as I am no longer able to send e-mails from my Homecall mail account and this is my primary e-mail that I have used for years?

[mandisa1-TT]

That is okay and you are most welcome:)
Have a lovely Evening and take care

[debsbaz12]

Resoluation Team have been in touch to advise that they are keeping open for 5 more days and will check in with my again before closing, so best leave well alone in the meantime.  Thanks

[mandisa1-TT]

@debsbaz12 As you have stated the issue is now resolved and you are happy with the resolution provided, would you like for us to close the complaint?

[Gliwmaeden2]

Good to hear the good news, @debsbaz12, particularly after the extra complication of a change of account holder name. 

There's hope for others!

[mandisa1-TT]

Hi there @debsbaz12 Thank you so much for the positive feedback and for updating us the issue is now resolved:)
 

[debsbaz12]

I am delighted to say that following me raising a complaint, my issue has been completely resolved, original e-mail account linked to my current TalkTalk account and everything working as it should without me having to pay an annual fee for my e-mail.  On this occasion, I have nothing but high praise for the service provided by TalkTalk, communication has been excellent from the point of making the complaint, through to resolution and follow-up thereafter to ensure no further issues.  5* 🖐

[ferguson]

Did you transfer the account from your husband's name to your own, or did you just cancel the old account and take out a new one? If the latter, then I fear anything linked to that has been lost. 

[Mandisa-TT]

@debsbaz12 I fully understand your frustration. I have sent you a private message containing the link you need to follow in order to escalate this matter to management, as you are not satisfied with the resolution.

[debsbaz12]

This is unacceptable, the broadband is a household bill which we share responsibility for.  The reason the new account was opened in my name was because I tend to deal with any phone calls and previously it had to be my husband that spoke to you regarding the account and his shift pattern meant that he wasn't always available when your phone lines were open, hence why we made the new account in my name.  The Homecall e-mail has been used for years when it started out as Homecall and then was change to PIPEX Homecall and then TalkTalk took over.  We have been loyal customers of Talk Talk for all of these years with only an 18 month gap and then we returned.  It is unreasonable that we should have to pay to access e-mails even although we continue to be TalkTalk customers, it is just  the lead name that has changed.  I wish this to be escalated to a manager to look at our account history and to reconsider the suggested solution that you refer to above.

[Mandisa-TT]

Thank you so much @debsbaz12 Thank you for your prompt response. As you mentioned that the account belongs to your husband and that the email address is linked to his disconnected account, we are unable to link the email address to your current account since it is associated with a disconnected account. To retain this email address, you will need to sign up for EveryMail to continue the services.

[debsbaz12]

Apologies, I replied via the e-mail not realising this was a no-reply box.  Yes this e-mail was linked to a previous broadband account which was in my husband's name.  When we opened the current broadband account it was opened in my name and from memory, I was unable to use the Homecall e-mail on that account set up.  This e-mail is a joint e-mail account used by myself and my husband.  

[Gliwmaeden2]

Check back to post 3, @debsbaz12.

Talktalk notifications are from a No Reply address so you need to respond in the thread.

Any personal information details should be in your profile  / saved in Private Notes. 

[Mandisa-TT]

I did reply after I have investigated on your account at 9:31 am yesterday and I asked you a question, can you please refer to the message and reply. 

[debsbaz12]

Can you please give me an update on this issue as I've had zero response for over 24 hours now.  Are you still looking into this issue for me or do I need to start from the beginning again?  The issue still exists and it is very frustrating that I can't respond from my primary mailbox.

[Mandisa-TT]

Hi @ssleighton If you want help, you cannot use someone else's thread.

To get help, you must start your own thread. To create your own thread, go to the main page for the board in question & click the "Start a topic" button.

[ssleighton]

Hi there

i also have the same problem and have logged with TalkTalk support multiple times. I have updated my 4 linked email accounts in my profile plus I do have a TalkTalk Fibre150 broadband subscription.

[Mandisa-TT]

@debsbaz12 I do apologize for the inconvenience, I have found your account and confirmed that you have an active broadband service. I also noticed that you added a private note with the email address you wish to link to your broadband account. Could you please confirm if you have ever had a broadband account with us before and whether that email address was linked to that account?

[Mandisa-TT]

I understand @debsbaz12 , I will look into this for you.