Email

[W&Jhelpneeded]

I am completely stuck and going round in circles with talk talk.

How do I get talktalk to link an email to a broadband account. My mum's email account is frozen forcing her to pay when she has broadband. It should be free. Talk talk have created this issue but can't give me correct/full advice as to how to solve it.

[Gliwmaeden2]

Staff will respond after the weekend, @W&Jhelpneeded .

[W&Jhelpneeded]

I've added some more details in the private section which hopefully will allow talk talk to see that mum can have free access to her emails. Thanks. I shall await good news I hope. My mother is very upset she can't look at her emails which gives her much joy. 

[Philile-TT]

@W&Jhelpneeded please write the old account number or landline number if you still have it. Let me know once it done. 

[W&Jhelpneeded]

Thank you so much. I'm there. I have updated the private notes page and asked for the email to be linked to my account. I really needed help on that so thank you.  I guess I wait now for the email to be linked. 🙂

[Gliwmaeden2]

It's that last one you should be completing, @W&Jhelpneeded  so NOT My Account.

It's the "my settings" option underneath "my profile" in the last image you posted, which you reached by clicking on the avatar (face / image / whatever) top right on that page. That has taken you to the  community forum profile area that you need to access the rest, to complete as I explained before. 

[W&Jhelpneeded]

The other one I'm using is this. 

 

[W&Jhelpneeded]

This is what I have

 I wonder if there is another app I should be using? This app gives me inf about my bill and subscription as well as offers

[W&Jhelpneeded]

Thank you. You have all been really helpful. I am still however lost. I don't know where to go to go to get this screen (which was kindly posted to help me)

 

[Philile-TT]

@W&Jhelpneeded do you perhaps have mom's old phone number or account number? 

[Gliwmaeden2]

@W&Jhelpneeded 

The Private Notes section is further down the Personal Information area, so if the first options you see are something else, eg:

 where that says log in, use the drop down option to open other sections:

 

So here, select Personal Information instead. 

That then shows with Personal Information at the top:

 and you should be able to scroll down to find Private Notes from there. Enter all the email addresses that need to be linked to the one broadband account and save changes.

When staff have completed the webform for you it will probably take at least 48 hours to get email access going again [working days only, so probably longer over a weekend].

[Philile-TT]

Thank you for the clarification, I will have a look into the account and get back to you. 

[W&Jhelpneeded]

Thank you. Just to clarify it is my account holding for mum. For ease I transferred the account to me as mum is disabled. There are indicators on the account providing details. Mum can't communicate but likes to see her emails. She now has a warning say she must pay. I've gone into aviator. Added my profile including account no. You talk about notes in settings. There is nothing in settings to add notes. I just go back to the profile so I'm still at a loss how  talk talk can link my mum's email address. Can you advise.

Thanks. I don't the whole think talk talk set up on this is good. I have no idea why I can't add an email to the app. They seem to think that this is all fun and games. I now have a badge like a child. I will be playing conkers next in the office with my colleagues!!  But the truth is that I just need this sorted. I need staff to take accountability. Bt are much better.  I can't spend hours and hours on it and it isn't much fun. 

[Philile-TT]

Hi there @W&Jhelpneeded will she be able to contact us or maybe jump on the forum as suggested by @Gliwmaeden2 ?

[Gliwmaeden2]

It's always better if the account holder can post here in their own right, @W&Jhelpneeded 

If you don't have Power of Attorney  / nominated user status, can you ask her to join the forum?

Salvaging her email use just involves giving staff information about her current broadband account number and any relevant legacy email addresses belonging to your mother - staff then complete a webform that needs to be processed. 

Add all the information in the Private Notes area of your own Personal information for now, @W&Jhelpneeded 

It's important not to post it in the public thread here. Go via your avatar; settings.....once completed  SAVE CHANGES. 

Staff will respond during the day and let you know if that suffices, or whether your mother needs to post on here herself. 

She certainly should NOT pay a penny to Everymail if she is a current Talktalk broadband customer.