Email being disconnected even though Broadband account

[ssleighton]

Hi there. I also have the same problem as many others and have logged with TalkTalk support multiple times with my last call today to try and get this sorted. I have updated my 4 linked email accounts in my profile plus I do have a TalkTalk Fibre150 broadband subscription. And today my email accounts have now stopped me from sending emails. Help please would be much appreciated so I do not lose all of my email accounts. Thanks.

[nambuso-TT]

I will submit a new form for you so that you will not receive communication to subscribe to Everymail as you account is still active and you shouldn't be affected by this.

[ssleighton]

Ok. I seem to now be getting one of your TalkTalk advisors via text telling me I do need to sign up for Everymail now to ensure my accounts remain and are not disconnected. Even though I am and always have been an existing broadband customer.  Is this incorrect and the advisor is just not well informed? This is just so confusing and somewhat frustrating with no clear resolution or communication from TalkTalk. Would appreciate some clarification.  Thanks.

[nambuso-TT]

I can confirm that all your email addresses are linked to your active broadband account. I can see that a webform was submitted for you as you received communication that you need to subscribe to Everymail so that you will removed from the list of people that affected by this. Your account will not be disconnected.

[ssleighton]

Thanks. Do you know if TalkTalk will be sending confirmation emails to customers who were incorrectly informed their email accounts would be disconnected? This would be extremely helpful and provide some confidence our accounts will not be disconnected? The next critical date I understand is 8 Sep when potentially login to emails will be prevented. So really do want to get confirmation before this point. I am really finding this a struggle as really hard to get any clear updates from TalkTalk. Thanks for your help. Steve

[nambuso-TT]

Thank you very much for letting us know that you are now able to send your emails:) 

For now, we do not have an update however I will let you know once I have an update.

[ssleighton]

Morning. Seems sending emails seems to have been resolved? Any updates on overall confirmation on my email accounts and that they will not be deactivated? Thanks.

[mandisa1-TT]

Hi there @ssleighton We are still waiting for an update however a form was completed for you on 29/07/2025 and the back-office team will have this resolved for you. The issue of not being able to send emails is currently being investigated and we do not have a resolution time yet.

[ssleighton]

Just checking in to see if any updates yet? And can I confirm that the next deadline of 8 September when potentially we lose access to also login to emails. Will this be resolved before then as that would be even more frustrating? Thanks. Steve 

[mandisa1-TT]

Once I get an update, I will update you here. I apologize we do not have the Earliest resolution time yet.

[ssleighton]

Thanks for following up for me. How will I know when this is finally resolved and when will I regain the ability to send emails do you know? Thanks. Steve

[mandisa1-TT]

I have looked into the account and all the email addresses you have listed are linked to your broadband account and the form has been filled in twice. This has been escalated for you, we sincerely apologize for the inconvenience caused.

[mandisa1-TT]

I understand and will have to check on your account, if they have filled out a form for you, so that the email addresses can be linked to your account.

[ssleighton]

Honestly not sure as I have tried calling the helpline multiple times and still have the problem. The Complaints team today assured me they had raised this to ensure linked, but would appreciate some sort of confirmation as worried my accounts will now be removed as have contacted so many times to no avail. As of today I cannot send emails so it does not seem to be resolved. Thanks.

[mandisa1-TT]

Hi there @ssleighton We apologize for the inconvenience caused to you. Has a form to link the email addresses been completed for you?