How do I link my emails to my broadband account

[RichTeaGranny]

I am 85 years old and have received the notification that my talk talk emails are being ceased unless I pay the subscription asked for.  However, I do have a broadband account (finishes Dec 26) so how to I go about getting this issue resolved.  How do I go about getting the emails linked?

Many thanks

RichTeaGranny

[amahle-TT]

Thank you for confirming, we are sorry for any inconvenience caused I will re escalate this for you please confirm if the sign-up option available when you login to your email account?

[RichTeaGranny]

Sorry I meant to say BROADBAND USERNAME.

[RichTeaGranny]

Hello.  

A kind neighbour has popped in to try and help me.  Going back through my emails I can see that in 2015 I received an email confirming my broadband user details.  I can now see that the email address  documented in that email for both my email address and broadband email address are the email address that I hardly ever go into.  I believe this might be the problem that we need to resolve.  

Having added both of the email addresses in the box as requested, you should have all the information that you require.  The two email addresses are exactly the same except that one has the numbers 26 in it.  The email with 26 in it is the email address that I do not want.

I can change my email address in My Account, but I haven't been able to find anywhere that I can change my BROADBAND EMAIL ADDRESS.

Hopefully this might be of help for you.  

Many thanks.

RichTeaGranny

[RichTeaGranny]

Hello, yes, I did receive communication about the email being migrated to Everymail.  And I cannot send emails anymore from my email.  In your email response on Monday you advised that my problem had been escalated to the escalation team for resolution, but I have heard nothing since.

[fr8ys]

@sabelo-TT the customer indicated this in their original post 

[sabelo-TT]

@RichTeaGranny, we do apologise for the late response. Did you receive any communication from us about your email account being migrated to Everymail? 

[RichTeaGranny]

Hello.

Can someone please help me and tell me what is going on.  I have heard nothing since I replied to your communication on Monday 1st September.  It is now Thursday afternoon on the 4th September. Can I ring someone instead to sort this out please?  Could you please provide a phone number.  This is just too much for me at 85.

Many thanks.

RichTeaGranny

[RichTeaGranny]

Ok, so to clarify, I have the two email addresses which I have used since setting up my TalkTalk account.  Both of these email addresses are in the 'notes' section of my profile, as instructed in your 'how to do' support page.

I mostly use the email without the 26 in it - that email address is solely for you to send me my monthly account paperwork.

I note, today, that I am able to send an email from the address with 26 in it - but family and friends use the alternative address and that is what I would prefer to keep.

I look forward to a swift resolution as family up country are not able to update with family news.

RichTeaGranny

[sabelo-TT]

@RichTeaGranny, thank you for making us aware of the matter as I have escalated this matter to our escalations team which will further resolve this matter. I will also need to know a few details from you @RichTeaGranny. Is the email address you are referring to also registered to your active broadband account? 

[RichTeaGranny]

Thank you very much for letting me know.  Hopefully this can be sorted out.

[fr8ys]

Thank you.

Staff are back Monday and will investigate then.

[RichTeaGranny]

All required information has been added as requested.

[RichTeaGranny]

Thank you, I will do that now

[fr8ys]

Please see here for information. 

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

Please post back once you have completed the required information so support staff can action for you.

Thank you