Everymail subscription not working

[Alisonjw44]

I have subscribed to everymail and had a confirmation of the direct debit but am still getting a message saying I need to subscribe. I am now unable to send emails. How can I resolve this issue?

[Lorrainef]

Hi cabinessence 2, you're quite right, this is a community and people can respond and offer opinions. Whilst the TalkTalk team can see who they are responding to, some customers do get confused and prefer other issues are posted on other threads so they know what to follow, that's why our Star's may direct you to open another thread. Some threads can go on for pages; this isn't just on our TalkTalk forum it's best practice in the Community world to make sure things stay on topic and on track.

[Mandisa-TT]

@Gliwmaeden2 the issue has been escalated and at the moment we are waiting a response from the escalation team. 

[cabinessence2]

As long as I or anyone else is not hijacking a thread, there is absolutely no reason why someone cannot reply and offer a view.. This is a community board for discussion, not a private messaging service.

i was giving some possibly useful advice to the poster and others who are reading the post.

If TalkTalk staff are unable to read who they are replying to before replying, then that speaks very loudly about why TalkTalk has such a poor customer service rating..

You are causing even more confusion by interfering in the way boards should operate. No doubt you will be removing this post.

[Gliwmaeden2]

@cabinessence2, I have removed your latest post from this thread - as previously, it is not helpful as it previously confused staff as to whom they were replying to. 

@Mandisa-TT / @mandisa1-TT please ensure that you are following up for @Alisonjw44 here.

[Mandisa-TT]

Hi @Alisonjw44 I sincerely apologize for the delay you’ve encountered. Regrettably, we have not yet received any updates from our escalation team concerning your case. Please rest assured that we are diligently following up to ensure your concerns are addressed promptly.
 

Thank you for your patience and understanding during this period. We will post an update on the forum as soon as we receive a response.

[Alisonjw44]

Hi, just wondering what is happening? I have heard nothing and am still unable to send emails.

[Gliwmaeden2]

@mandisa1-TT, this is not @cabinessence2's thread.

Things will get confused if you don't follow up for the OP, @Alisonjw44.

The other customer's thread is here:

https://community.talktalk.co.uk/t5/Email/Please-relink-my-email-to-another-email-account/td-p/31225...

And another one they started is here:

https://community.talktalk.co.uk/t5/Email/Unable-to-login-to-Everymail-despite-subscribing/td-p/3124...

[mandisa1-TT]

That is okay, as soon as I receive feedback, I will update you on this thread.

[Alisonjw44]

Thank you. I have already had an online chat with 2 TalkTalk agents. The first promised the subscription would be up and running within 24 hours. The 2nd said I needed to subscribe to Everymail (again?) and go through Everymail customer service. However this is not available because I don'.t have an active subscription! Any help or insights you could provide would be great.

[mandisa1-TT]

I understand and apologize for the inconvenience caused, however they should be able to assist customers to sign up. I will need to escalate this for you and see if there is something we can do to try and get you help, I am not promising though.

[Alisonjw44]

The Talktalk one does but they said they can't help. Everymail say I can't get suppoet from an agent until I have a live subscription. 

[cabinessence2]

“having had confirmation of the setting up of the direct debit, @Alisonjw44 is on Everymail's books and it's no longer Talktalk's responsibility.”

You would have thought so, but I suspect that like me, @Alisonjw44can’t login to Everymail My Account, but can only still login to TalkTalk My Account, as there has been a migration glitch.

I will give Everymail a chance to catch up and hope I won’t need to start my own thread. I’m just trying to help @Alisonjw44 to understand what I have concluded after 2 weeks of going round in circles and being sent to and fro by TalkTalk and Everymail support chat.

Talktalk staff seem to be happy to leave previous customers to flounder with a service that does not work, without providing the necessary support needed as a direct result of their rushing through the migration without allowing a reasonable notice period.

[mandisa1-TT]

We would love to assist you, however in this regards our resources are limited in supporting with Everymail website or sign-up page. Does the chatbot put you through an agent?

[Alisonjw44]

This is exactly the sutuatiin, but TalkTalk say they cannot help either and keep telling me to contact Everymail. Just going round in circles!

[Alisonjw44]

Hi yes this is what Talktalk keep telling me but because my subscription is not active with Everymail I do not have access to live chat with them, only a bot which is not at all helpful.

Both sides keep telling me I need to subscribe, which I have already done. I am not sure how this is going to resolve.

[Gliwmaeden2]

@cabinessence2, give Everymail time to catch up with everything. 

They have obviously not realised the ramifications of what they have taken on and are having to run hard to catch up.

However, having had confirmation of the setting up of the direct debit, @Alisonjw44 is on Everymail's books and it's no longer Talktalk's responsibility. 

[mandisa1-TT]

Hi there @cabinessence2 Can you please start you own thread so that we can assist.

[cabinessence2]

Sorry to see that you have not yet received a reply to your question from staff.

I am in exactly the same position so a solution for you will hopefully help me.

You may have discovered that @Gliwmaeden2‘s suggestion to reach out to Everymail support doesn’t work, as they will not allow you to speak to a live person, because the migration glitch means that like me, you are still on the TalkTalk system, not the Everymail system.

[Gliwmaeden2]

There is an ongoing issue with the transition setting up Everymail as well as issues for customers who don't need to use it, @Alisonjw44.

Please follow the forum over the coming days to look out for a reply from staff. They will not be back on here before Monday. 

Meanwhile try to reach support at Everymail:

https://everymail.com/support

Please just follow up on this thread  - duplicates get moved.