I Just Knew It - TalkTalk Email "Transition"

[Cluster-Lizard]

What did I say on other threads here about this matter. It is undoubtedly AI driven and once it gets it into 'its' head that you're not a TalkTalk customer unless someone tells it has made a mistake it will keep on spewing out emails to customers telling them they're not customers and that their email service will end in July.

Worse than that the service will be incrementally depleted in the next two weeks with the removal of the ability to send emails (see screenshots below).

I was assured that the earlier emails I received were mistakes and should not have been sent to me as a TalkTalk customer and that I did not need to do anything.

Well obviously I do need to do something and soon because if my email service gets stuffed by TalkTalk's unwise reliance on AI and their inadequate customer service in dealing with this matter I will be very unhappy.

I suggested that what was required was not some generalised apology published online explaining that TalkTalk customers received these warning emails in error. What was needed, at the very least, was an email from TalkTalk sent out to all those customers confirming this was an error and that their 'system' has now been updated and recognises them as customers.

Was that too much to ask? A simple assurance, in writing, that because of a TalkTalk mistake your email service is going to continue as normal. Is that too ,much to ask now?

If anyone has any suggestions about how customers like myself and others here who've been affected by this this inexplicable mess TalkTalk have made of this then please..........please help.

[Cluster-Lizard]

Good luck but I doubt that email will get through because at the bottom of the damned thing it says:-

"Please do not reply to this email, emails are not monitored."

I've said this before that this whole matter is like some Kafkaesque nightmare where you can't communicate with, in fact it feels like you're deliberately being blocked, anyone real at TalkTalk in a position of authority who might be able to sort this absurd situation out very quickly.

We are paying customers who just want to maintain our existing email service but for whatever reason we have been wrongly identified as non-customers and threatened with with losing it.

This is TalkTalk's problem, their fault, likely their rubbish AI's mistake but it is us, the customers, who are expected to contact them to resolve the issue and yet they're making that as hard as possible.

It is doing my head in because I thought this had been resolved.

I don't want another AI apology published on the web site because that was clearly not worth the paper it wasn't written on. I want all those paying customers affected by this matter to receive a direct email apology from TalkTalk and 100% assurance that their email service is safe and, crucially, they are recognised as valuable customers who want to maintain that existing service.

This is not much to ask.   

[Starfleet]

Same, I had the initial email, then went to webchat and the agent confirmed it was an error and nothing needed to be done.

Today I got the 2nd email and now am totally worried at losing this...what a ridiculous situation!

I replied to that 2nd email asking them to associate with my TT account and hope someone does something...

[fr8ys]

There are no staff here anymore and you will need to contact them to resolve.

Re chat, disabling pop up blockers and ad blockers may help, but sometimes if staff are busy the button is supressed.

To avoid the chat bot, type in speak to a human or speak to an agent until you are connected.

[Cluster-Lizard]

Thanks for the quick reply.

The whole point of this post is that I am a TalkTalk customer. How do I convince the AI spewing out this email that I am? I've just logged into My Account (no problem - all paid up for this month) and even accessed my emails directly from there, after signing in with my email mail and password rather than through my email client. No problems anywhere but I still received this second email with dire warning about my email service being terminated because "I'm not a customer".

They made it quite clear when this first occurred that it was a mistake and customers like me shouldn't have received the email. You can still find that message if you search through TalkTalk's web site. All very nice, all very apologetic and designed to calm peoples' concerns. But, just as I predicted and was very worried about the matter has clearly not been fixed.

Likely because the AI has listed me as not a TalkTalk customer and other here too nobody has actually removed these wrongly identified names from that list. Result: another email because it is still 'thinks' I'm not a customer.

It needs human intervention by TalkTalk not apologies. If that mistake continues and TalkTalk's AI doesn't recognise my status I know I'll lose my email service. For me and many other people here that service is an essential part of the package and it is not us who can fix it.

BTW I've even tried using the Contact Live Chat but the necessary link button to access the services seems to be missing (maybe a browser issue) and the 'Help' pages just display as an empty 'window with no information. I suppose I'll have to contact them by 'phone but is there any chance the underpaid call centre personnel, assuming I can get a real person, will actually be able to sort this out?   

[fr8ys]

Some emails were sent inadvertently to customers.

Please see here for more details and the action you need to take depending on your circumstances.
https://community.talktalk.co.uk/t5/Email/Everymail-transition/td-p/3148465
Thank you