Existing talktalk Mail Plus account with 5 family email addresses and move to Everymail

[PhilipL]

Hi,

I was a TalkTalk broadband customer and after 2 years from leaving I subscribed to a TalkTalk Mail Plus account at £50 per year, to retain my family's 5 email accounts.

I have now received an email from TalkTalk telling me to subscribe to Everymail by a set deadline later this month.

Is this as simple as subscribing to Everymail at £50 annually, using my own personal primary TalkTalk email address, which will pick up on and retain my 5 existing family TalkTalk email addresses?

Or will Everymail only retain my 1 primary email address?

What will happen with my existing £50 annual subscription to TalkTalk mail plus? 

I have also tried today to manage my TalkTalk Mail Plus account using the iPhone app and it appears I can't login, when I try to reset my forgotten password it gives an error only. It may even be my annual subscription isn't currently active for some reason, but I have no way of knowing its status.

thanks

Philip

[PhilipL]

Kanya,

I have no trust or confidence left with TalkTalk now.

I was promised twice this would all be sorted, over 2 weeks ago now.

I have instructed my family members today to create free Gmail accounts and to change their email addresses from TalkTalk to Gmail for every business and friend they deal with as we simply no longer trust TalkTalk to fulfill their obligations as part of our paid for contract.

A Google search about TalkTalk today doesn't inspire confidence to remain as customers, as it is described as 'being on the brink of collapse' with Telegraph newspaper stating '29 Jun 2025 — Its predicament has sparked alarm in Whitehall over fears that more than three million customers could be left in the lurch if it collapses' .

[Billx]

This seems 100% proof that TalkTalk's right hands do not know what TalkTalk's left hands are doing,

Thank you, @PhilipL 

Bill

[kanya-TT]

Hey there, @PhilipL. We understand you have not yet received feedback on your escalation, and we'd like to sincerely apologize for that. 

Moreover, we ask for your patience in this moment as we wait for the back-office team. But we assure you that you have nothing to worry about because your emails were submitted to be linked, it's a matter of you receiving feedback now.

Kanya

[PhilipL]

Apparently my ongoing complaint was reviewed by a TalkTalk manager yesterday (Wednesday) as it is still outstanding. I haven't heard any more from TT since the 2nd 'escalation' on Tuesday.

The deadline for loss of being able to send emails from my 5 family email accounts is Monday 28th July 2025, that leaves today and tomorrow as working days for TT to get this across the line before that happens.

I had better hear something positive has been done from TT soon, preferably today.

I now wouldn't recommend TT to anyone for providing a paid for email service, if this is how dreadful they can treat existing long term customers.

[Gliwmaeden2]

Thanks for keeping us informed on the forum, @PhilipL.

A worrying time for all of you and I do hope it's properly resolved very soon.

[PhilipL]

Just to keep others informed what is happening, there have been several further private messages exchanged with me today, with TT promising finally to escalate again for a second time.

I will hold TalkTalk legally responsible and liable for any loss of email service from 28th July 2025, relating to any of my email accounts I pay for annually as part of my TalkTalk Mail Plus subscription service.

This debacle is causing me and family members entirely avoidable anxiety, all agreed deadlines for resolution have been and gone. 

It is unreasonable that this hasn't been sorted out over the past several weeks since I first raised it.

[PhilipL]

Hi Fez,

The TalkTalk Mail Plus account is the one in use since 2023, the email addresses should all have been linked to it since then as the email addresses were in use before for many years when we had broadband.

So yes, all the 5 email addresses should be linked to the Mail Plus account please, they should in fact appear on both accounts as they have been in use for around 15 years.

The other major obstacle is that TalkTalk appear to have transferred the old broadband account to Everymail already, but that is a 'restricted' account using only my primary email address, so I can't add or manage any other email addresses. Nor can I sign up to Everymail as requested to do as TalkTalk have already done that.

My primary TalkTalk email address appears on both the old broadband account and the later Mail Plus account.

hope that makes sense

Regards Philip

[nomfezeko-TT]

Thank you so much, just to make sure I comprehend, you need the email addresses to be linked to the Mail Plus account and not the former account?

-Fez

[PhilipL]

hi Sabelo,

i have sent you my email addresses privately, but they were already sent to two of your colleagues before on 7th and 8th July when requested by them.

If you look at the thread one of them found the 4 email addresses, but they were linked to the wrong account i.e. not the account that TalkTalk linked to Everymail which has caused a lot of the problem. 

It still looks like TalkTalk linked the old original broadband account to Everymail and didn't link the Mail Plus account.

Both accounts had all the emails addresses used on them, the email addresses never changed when I ended Broadband after 15 years of use and took up Mail Plus to keep the email addresses live and in use.

regards Philip

[sabelo-TT]

@PhilipL, I do apologise for any inconvenience caused to you. I will need for you to send over a private message to me and include all email addresses (5 max) which you need linking to your TalkTalk Mail Plus account as I will forward this to our email team. 

[PhilipL]

My previously submitted complaint to TalkTalk about still being unable to transfer my TalkTalk Mail Plus account with 5 email addresses to Everymail before the 28th July 2025 deadline, when email sending will be stopped has received the following reply today.

"Following my investigation into your concerns regarding your email services, I would like to confirm that you currently have a TalkTalk Mail Plus account. As such, we will continue to provide you with email services under this plan.

Should there be any future changes to the Mail Plus service, TalkTalk will ensure you are kept fully informed and updated."

So basically confirming what I already knew, that I have a Mail Plus account, but completely failing to mention or address the serious issue I raised of being unable to transfer it to Everymail before the deadline as requested to do so by TalkTalk themselves.

The current status of my Mail Plus account is that TalkTalk have already removed my ability to manage it through the iPhone app method, which by the way they failed to inform me beforehand.

How am I meant to manage it? Mailbox manager only shows my one primary email address, not the other 4 used by family members and me.

Just over 1 week left before the deadline expires.

My complaint and the issue remain 

[Gliwmaeden2]

It might be worth using the Complaints procedure [outlined in the link at the foot of the page, @PhilipL] as forum staff will not be back before Monday. 

It may be better to escalate the issue that way.

[PhilipL]

This is getting beyond a joke now. 

I have been trying to get TalkTalk to connect my paid for TalkTalk Mail Plus account with 5 email addresses to Everymail since the 2nd July 2025.

Two agreed deadlines to get this resolved have both now been and gone, the first 5 day one made by customer complaints manager and the more recent 72 hour one made on Tuesday 15th July 2025. 

I have just checked my TalkTalk mailbox manager and nothing has changed, only one of my 5 email addresses is listed, exactly the same as when we started.

[sabelo-TT]

@PhilipL, since this matter contains private account information, I have just sent a private message. Kindly check on this for me. 

[PhilipL]

I have now received an email from TalkTalk dated 15th July 2025 advising me that my July bill is ready.

The bill shows £50 will be taken from my account on 23rd July 2025 by Direct Debit and the account number shown is my TalkTalk Mail Plus account from 2023 ending in ********89

This will be a continuation of the annual £50 I pay to retain my 5 TalkTalk email addresses after I previously left Broadband and is linked to the correct newer account, not the older 'restricted' no longer used by me Broadband original account ending in ********08

Just posted as an update, prior to the latest 72 hours agreed email remedy deadline expiring at the end of the working day tomorrow  Friday 18th July 2025

[PhilipL]

Thank you I have now sent you the requested information

[sabelo-TT]

Hello there @PhilipL, I have shared over a private message to you. Kindly check this out 🙂 

[PhilipL]

Having re-read your message today, you are telling me that my £50 annual subscription to TalkTalk Mail Plus was linked to the wrong account by TalkTalk i.e. linked to my old broadband account number and not my assigned by TalkTalk new Mail plus account number. both account numbers shown in private notes here.

Surely then to fix this TalkTalk need to link my annual subscription to the correct TalkTalk Mail Plus account.

Roll back the Everymail transfer and then migrate the correct Mail Plus account with its 5 email addresses to Everymail.

[PhilipL]

The TalkTalk saga continues

So the promised 5 working days  have come and gone and TalkTalk have still not managed to correct the major problems with my TalkTalk Mail Plus account move to Everymail.

I pay annually, since 2023, £50 to keep 5 TalkTalk email addresses used by me and my family following me no longer being a broadband customer for over 15 years.

I can no longer manage my paid for email addresses since TalkTalk stopped access for all via the Mail Plus App without informing me as a customer.

TalkTalk switched me to Everymail themselves, but apparently used the old 'restricted' Broadband account from 2023 and not the current 2023 onwards TalkTalk Mail Plus account I have had since when I stopped being a broadband customer.

The result is I only have access to the 1 primary email account and the deadline date of 28th July 2025 is getting very close now with no resolution.

I have wasted so much time on this, literally many hours spread over many days and continuing.

• Chat talk typing for an hour was a complete waste of time.
• 2 other telephone conversations got nowhere as staff unfamiliar with TalkTalk Mail Plus account
• 1 further telephone conversation was much better as found out that TalkTalk had transferred my account to Everymail themselves, hence why I couldn't sign up as informed to do by TalkTalk email. Thought everything was good.
• Subsequently found that wrong old 'restricted' broadband account had been transferred, no way for me to add the other missing email addresses to manage.
• Formal complaint submitted by me online, rung up by complaints manager last Tuesday and informed all would be sorted within 5 working days.

No idea where to go with this now or how to escalate before I lose access to sending emails from 28th July 2025.

Simply not good enough

[PhilipL]

I had a phone call yesterday from a TalkTalk customer complaints manager, who told me they agree with my view that it does look like the old 'restricted' no longer used by me Broadband account was linked by them to Everymail in error and not the newer since 2023 TalkTalk Mail plus account with my 5 email addresses, which I can't currently manage.  

I have been informed that they hope to have this corrected within 5 working days and to continue to communicate here for further updates.