Email from customer services says email account will be removed but I have TalkTalk broadband

[sonic1]

I received an email from customer services saying that my email account would be removed as I do not have a broadband account. I DO have a TalkTalk broadband account. TalkTalk chat said that the email from customer services "was sent in error" and that my email accounts would not be removed but I want to be sure.  When I log into Mailbox Manager I see all of the relevant accounts but there is a subscribe option to Everymail. How can I check that my email accounts are connected to my broadband account and will not be removed?  The relevant accounts are in the private section of my profile.

[amahle-TT]

I am glad to hear that @sonic1, should you require further assistance please do not hesitate to reach out to us, thanks.

Have a good day and take care 😊.

[sonic1]

I now have full access to all of my email accounts.  Thank you very much for your assistance. I can sleep easier now!

[amahle-TT]

Okay thank you for confirming, an escalation has been raised for this to be resolved, and a relevant team will contact you, thanks.

[sonic1]

The banner says "You are no longer able to send emails. You need to subscribe by 8th September to regain full access to your account."

[amahle-TT]

We are sorry for this, and we will get to the bottom of it. Kindly confirm what banner appears on webmail.

[sonic1]

Thanks. Yes, I have gmail and can receive emails at present on TT but this functionality will be removed on 8th September.  I don't want to have to change all of my logins to my apps. Such a mess. 

[Gliwmaeden2]

If you can still receive emails, @sonic1, it's worth setting up a free alternative,  such as Yahoo, Gmail etc just so that you can reply to people and let them know what is going on.

That way you will not be totally out of touch for the time being. 

Talktalk  / Everymail have a lot to sort out and there is no knowing when the issue will be resolved. There are many customers in the same situation as yourself. 

Staff will not be back on the forum before Monday. 

[sonic1]

I have now lost the ability to send emails from all 3 accounts! - see enclosed file. I have had several emails from Customer Support assuring me that my accounts would not be affected but this information was clearly incorrect. You say that you have requested that my accounts be removed from the migration process. How long will this take as I currently now do not have functioning email accounts. 

[sonic1]

Thank you for your assistance.  I hope that I do not receive any more emails threatening to disconnect my email accounts.  

[Mandisa-TT]

I have conducted a thorough investigation of your account and can confidently confirm that all three email addresses you provided in your private notes are indeed linked to your broadband account.
 

I have taken the necessary steps to fill out a formal request for the removal of the specified email address from the migration process. Rest assured, these email addresses are fully integrated with your active broadband account, and I want to assure you that you will not incur any charges for maintaining your email services.
 

If you have any further questions or require additional assistance, please do not hesitate to reach out. Your satisfaction is our priority, and we are here to support you every step of the way.

[Mandisa-TT]

I understand @sonic1 I will look into this for you.

[sonic1]

Yes,  I received the communication from my @Tiscali.co.uk account. The email says that my wife's email account @talktalk.net will be removed. the previous emails I received did not specify which email accounts would be removed. There are 3 email accounts that show up on my Mailbox Manager.

[nambuso-TT]

Thank you very much for confirming. So if I may ask, is the email address you received the communication on the same as the one registered on the account?

[sonic1]

Yes, the email says "as your mailbox is not attached to a TalkTalk broadband contract, and if you haven't signed up to Everymail, your mailbox and its contents will be closed down on 31 October. This also means your email address ending in @talktalk.net will be permanently deactivated. Unfortunately, it won't be possible to recover the contents of your mailbox once it's gone."

[nambuso-TT]

Hi there @sonic1 I am very sorry to hear this. Just to confirm you also received an emails advising you to subscribe to Everymail as you are no longer have an active broadband account.

[sonic1]

TalkTalk customer services sent me an email confirming that my email accounts will not be closed. However, I am still receiving regular emails to the contrary. This is unsettling. Why am I still getting these messages???? Thanks.

[nomfezeko-TT]

Thank you for getting back to us, should you need further support or clarity, please feel welcome to get back to us and we will be here to help. 

-Fez. 

[sonic1]

I received a telephone call from TalkTalk customer services and they have sent me an email confirming that my email accounts will not be closed. This thread can therefore be closed for now. Thanks.

[nomfezeko-TT]

Hi there @sonic1, thank you for reaching out, could you please kindly share a screenshot of this privately so that we can have a look into this and help you further. 

-Fez

[Gliwmaeden2]

As per this notice, @sonic1 :

https://community.talktalk.co.uk/t5/Email/Important-information-about-changes-to-your-TalkTalk-Email...

Staff will confirm that they have filled in the form for you.