Email blocked

[ChrisFry]

My elderly mother’s Tiscali email address has been removed by TalkTalk despite her being a paying TalkTalk phone and broadband user. I have trying to get the block removed for several weeks now, however no response from talktalk to at least 3 separate calls requesting the issue to be fixed. Last week I raised a complaint which has been registered and given a number, however, I have received no acknowledgement / update (in breach of their own 72 hr response promise).. Is it just my mother being treated like this or is this a common occurrence? Incidentally, I am aware of the move to get non subscribing email users off the talktalk books, however as previously mentioned, my mother is a paying customer therefore should be excluded from this and has received no correspondence to the contrary. Having email “issues” has caused great distress and meant she has missed out on some key events including medical / health related. Can anyone help or advise?

[mandisa1-TT]

Hi there @ChrisFry. I would like to confirm if your mother's Email services has been restored?

[mandisa1-TT]

Hi there @ChrisFry Thank you so much for updating your private notes. I have completed the form for you and the back office team will link the email address you have listed to the account. Your mom's email service should be restored within 48 working hours. (Excluding weekends and public holidays)

[ChrisFry]

. A question for @mandisa1-TT  - I assume that you may be TalkTalk staff, if so please can you check and advise if I have provided the correct information required to enable TalkTalk to fix my mother’s email issue. Thanks

We still get this message

We still keep getting this message

[ChrisFry]

Many thanks @Gliwmaeden2 - very much appreciated. A question for @mandisa1-TT  - I assume that you may be TalkTalk staff, if so please can you check and advise if I have provided the correct information required to enable TalkTalk to fix my mother’s email issue. Thanks

[Gliwmaeden2]

Just crossed posts with yours, @ChrisFry.

Staff will check the information. 

[Gliwmaeden2]

Top right of community pages, @ChrisFry.

[ChrisFry]

Forgive me .. i have found the area in which I can add my mothers blocked email details - please can you check to see if the detail I have added is sufficient to get the issue fixed

many thanks, Chris.

[ChrisFry]

Can you elaborate on how i provide the required information - it says go into your avatar and then settings … where exactly is the avatar that gets me through to the required private message area?

[mandisa1-TT]

Thank you so much for the support @Gliwmaeden2 
Hi there @ChrisFry Kindly add all your mother's email addresses on your private notes so i can assist you further. 

[Gliwmaeden2]

Please add all your mother's details in Private Notes, @ChrisFry, for staff to record the legacy email address and link it to her current broadband account:

https://community.talktalk.co.uk/t5/Email/Lost-access-to-your-E-mails-Please-read/td-p/3115859#M1947...

Go via your avatar; settings; Personal Information. Your own information needs to be up to date in there.

Opening up Personal Information, scroll down to Private Notes and add your mother's name, address,  Talktalk phone number or account number and the email address. SAVE CHANGES.