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

[Philile-TT]

@PhilipL thank you for the update. 

[PhilipL]

aha, thanks for that explanation 👍

[Gliwmaeden2]

@PhilipL

When you reply and use the @ symbol to mention someone, all previous posters' names will show up so that you can select one of them.

So the list here shows:

 

Your notification probably counts yourself too. It's counting contributers to the whole topic, not just one post.

[PhilipL]

"Gliwmaeden2 and 5 others replied to topic" .........strange I'm not seeing the 5 other replies 🤔

[Gliwmaeden2]

Thank you for the update, @PhilipL. Good to hear that you received decent compensation for the sheer stress of it all. The switch to Everymail has revealed much poor management of legacy email address systems by Talktalk that's caused a lot of trauma for some customers. 

[PhilipL]

Final outcome: Having exhausted the TalkTalk complaints process and not having received any further communication from them following my direct request for compensation, I opened a claim with CISAS, which is is an Ofcom-approved dispute resolution scheme for the communications sector, operated by Centre for Effective Dispute Resolution (CEDR).

I provided evidence of my complaint, including all interactions here and requested a settlement of an official apology and financial compensation from TalkTalk.

The outcome was a settlement was reached, I received both an official apology and financial settlement compensation, within the top tier range of settlement bands that CEDR lists for the most serious complaints, i.e. from £200 upwards. 

As a settlement was reached there was no need for CEDR to further adjudicate independantly.

I am happy to no longer be a TalkTalk customer after nearly 20 years. In my own experience they started off well, but in recent years have been far from good.

[PhilipL]

Getting near the end now.....

My TalkTalk Mail Plus account has now been formally requested to be closed, as I have zero confidence left with TT handling my important email any more. Having used TalkTalk for around 20 years, this was not an easy decision to reach, but the entire fiasco as documented here in over 60 interactions leaves me with no choice.

I have specifically requested them to only close down my own primary email address associated with my TalkTalk Mail Plus account and NOT to interfere in any way or shut down the other three (3) in use email addresses that were seperated by TT from my Mail Plus account and which have now been subscribed to Everymail by my daughter to safeguard her emails and my wife's too.

That followed those email addresses being blocked from sending by TalkTalk, which should never have happened.

I would love to know just how many TalkTalk email customers have had negative issues recently, with the changes TalkTalk have imposed on us. 

Anyway, I received confirmation of my request today and it has generated a 4th complaint on file to add to the other three already in existence.

By the way, my communication direct to the CEO of TalkTalk was never acknowledged or replied to.

[nomfezeko-TT]

We understand what you have stated @PhilipL , we are so sorry for the issues with the emails. this isn't the kind of experience we want for our customers, and we trust this will all be sorted soon. 

[PhilipL]

Latest update as of Wednesday 6th August 2025

Just spoke to another, really nice, Complaints Manager from TalkTalk asking me if I am now able to send emails from all of my 5 email addresses linked to my TalkTalk Mail Plus account, as some customers are individually reporting their send email blocking problem has been fixed by TalkTalk.

In my own case the blocking of sending emails from 4 out of 5 Mail Plus email addresses has already taken a different course, as last week my daughter when blocked from sending was able to subscribe and pay £50 annually for her own TalkTalk Mail Plus email address to Everymail, as well as my wife's too, meaning they have kept their email addresses and can send/receive, but are now customers of Everymail and not TalkTalk.

I'm as of today still a paying TalkTalk Mail Plus customer, but now with only 1 out of 5 email addresses linked to my account, due to TalkTalk's previous account errors, lack of action and omissions.

Because of all the problems I have had, caused by TalkTalk in the previous 5 weeks, I explained my intention of very shortly cancelling my TalkTalk Mail Plus account and moving to free Gmail instead as TalkTalk have been in breach of contract as far as I am concerned.

I also explained I would be seeking a refund of my £50 annual TalkTalk Mail Plus subscription, renewed last on 23rd July 2025 and would also be seeking compensation. That can only be done after my account is closed, which will probably take place in the next few days.

Interestingly I found out that this has been a much bigger problem for TalkTalk customers, than just for me and one or two others.

[nambuso-TT]

Hi there @PhilipL. I am very sorry to hear this. Please bear with us as we are trying our best to get to the bottom of this. Thanks

[Gliwmaeden2]

You'll need to use Chat  / phone 03451 720088 over the weekend, @PhilipL, as forum staff are not back on here before Monday. 

[PhilipL]

Tried to login again this morning Saturday 2nd August 2025 to my TalkTalk Mail Plus account, using the iPhone App, and I get the screen message still showing 'It looks like you are not a TalkTalk Plus customer' even though I am and have been since 2023.

This means I still cannot see or manage my own account.

There is clearly some mismatch somewhere within TalkTalk computer systems

[kanya-TT]

Please bear with us @PhilipL, our team is working on this to have this solved. Kanya

[PhilipL]

Let me help your investigation

1. In 2023 when I subscribed to TalkTalk Mail plus to safeguard my existing email account and its 5 mail boxes, TalkTalk failed to correctly add them all to the new Mail Plus account

2. on 1st July 2025 TalkTalk sent me and an unknown number of other customers an email telling me to subscribe to Everymail, they now tell me I should never have been sent that email as a Mail Plus account holder.

3. I discover TalkTalk's account error after being assured all was good and I needn't do anything and notify them immediately.

4. After numerous attempts to inform TalkTalk via chat, phone and messaging a form to correct the account error is submitted by TalkTalk support on 15th July 2025

5. As the deadline of the 28th July 2025 got ever nearer I kept on asking for the account correction, it was escalated 3 times and became the subject of two formal complaints, but TalkTalk failed to correct the error despit ehaving plenty of warning and time.

6. From 28th July 2025 I find that 4 out of 5 of my mail box email accounts are blocked from sending.

7. I submit a further formal complaint direct to the CEO of TalkTalk and get no response.

8. On 30th July I speak to the latest complaints manager and am told my emails show correctly on her computer system now, following the form sumissions and escaltions, BUT when I was transferred to Technical support I was told they still do no appear on their different computer system hence the blocking and that they couldn't unblock them!

So pardon me if I don't believe 'there is no need for me to do anything'. 

That may have been true had my Mail Plus account and associated email boxes been correct in the first place.

There are further deadlines looming, including complete loss and deletion of these email accounts, so I will continue to try to get TalkTalk to sort it out 

[nambuso-TT]

I'm sorry for that, I can confirm that since you are a TalkTalk mail customer there is no need for you to do anything as you will be automatically moved to Everymail. With regards to the ongoing issue of customer who has lost the ability to send emails, we are currently investigating why that is the case. Please allow us some time to fix this and we will provide you with feedback once we have an update. Thanks

[PhilipL]

Latest example of extremely poor customer service from TalkTalk relating to private message received earlier today

"I can confirm that there is a follow up booked for you which is between 12:00-14:00 today, 31/07/2025, I will also update your complaint on my end so that they person that will be dealing with your complaint can see what you have discussed with me. Thanks"

So, I waited in the house during all that time and beyond for the follow up call from a complaints manager and guess what there was no follow up call. It is now 16:05

[PhilipL]

The only purpose I ever subscribed and paid for 'TalkTalk Mail Plus' was to safeguard and continue to use my 5 family email addresses, after many years of use, following no longer being a TalkTalk broadband customer of around 15 years. £50 per year.

Now that TalkTalk have admitted to me yesterday that they should never have stopped my emails this week from being able to send and being unable to reinstate that ability anytime soon, I see no purpose in continuing to pay for a service I am not receiving. TalkTalk are in breach of contract.

I have spent this entire morning changing my own personal paid for TalkTalk email address to a FREE Gmail one on every website and personal account I have, it has taken me around 2 days to complete this, for over 50 online accounts.

I have no confidence left with TalkTalk and their move to Everymail, they will lose even more customers like me.

I was promised yesterday by technical support a further return call from the complaints manager, that never happened.

I was promised an email yesterday detailing my conversation with the complaints manager to have a record of exactly what we discussed verbally and agreed, that was never received here.

[PhilipL]

Just been on the phone with a complaints manager and was still talking to technical support for over an hour and then cutoff call before finished.

It turns out I should never have received the original email dated 1st July 2025 telling me to sign up for Everymail, as a TalkTalk Mail Plus subscriber. Apparently went out to some customers like me by accident.

The missing email addresses are now showing to the complaints manager on the correct Mail Plus account (finally), but are still blocked from sending. They should never have been blocked (as I knew).

Being transferred to technical support, no guarantee of by when they will be reactivated for sending.

However these missing email addresses do not appear on the technical support different computer system as of now.

Apparently technical support cannot reactivate my emails to allow them to send again. I have to wait for a further customer email in next few days inviting me to sign up to Everymail.

I explained that I still cannot access my Mail Plus account using the app with my one working email address, it shows on screen 'It looks like you are not a TalkTalk Plus customer' 

technical support says there appears to be a problem, then line lost...........

[PhilipL]

Just checked my telephone records to find I have already spent 101 minutes on the telephone with four (4) different TalkTalk staff, including complaints managers, since I first raised this problem 4 weeks ago.

Despite all that time TalkTalk have still not corrected linking my 5 existing email addresses to my current Mail Plus account, which has been in use since 2023. 

All 5 email addresses have been in constant use for many years, some nearing 20 years used on both my old broadband account and should have been shown on the newer Mail plus account.

All 5 email addresses could be correctly linked within a day by any competant company

[fr8ys]

Unfortunately, @PhilipL that's as far as you can go on the forum now regarding this issue, as an open complaint precludes staff here giving any further "help".

I wish you luck with the CEOs complaints team and that you get a speedy resolution.

Please let us know how it goes.