Important information about changes to your TalkTalk Email

[nameunknown]

Today, I received an email from TalkTalk that says:

"Earlier this year, we let you know about some upcoming changes to your TalkTalk email service. Today, we’re writing with a further update to help you stay informed.

We’ve continued to provide your TalkTalk email service free of charge for some time. However, as you’re no longer a TalkTalk broadband customer, we’re unable to continue offering it at no cost."

I never received any earlier message about the TalkTalk email service. More importantly, it is incorrect to say "you’re no longer a TalkTalk broadband customer", because TalkTalk is my provider.

The issue here is that the email accounts are linked to a previous TalkTalk account. Please can these email accounts be transferred to my current TalkTalk account. I can provide account details by private message.

[nameunknown]

@Mandisa-TT,

The TalkTalk Mailbox Manager is no longer accessed by logging in to MyAccount [https://auth.talktalk.co.uk/login/], instead it is accessed by logging in here https://apps.talktalk.co.uk/myaccount/#/login . It is when logging in to this Mailbox Manager, which has presumably been created in support of the migration process, that I see the information about subscribing and placing an order. As I have said, I ought not to be seeing that, and expect it to be amended soon.

This is what I see before clicking on a subscribe link, which takes me to a page showing what's in the screenshot on one of my earlier posts in this thread. As you can see its informing me that I should subscribe in order to continue receiving an email service, but I should not need to pay because I have an active internet service with TalkTalk.

Subscribe to Everymail

[Mandisa-TT]

Thank you for getting back to me, due to the OX migration all mail myaccount activity has been suspended and I will enquire if TalkTalk Mailbox Manager is also included, I will provide you with an update not later than today.

[nameunknown]

@Mandisa-TT 

Thank you for your prompt response.

I have not received any further emails yet. Unless I receive any further emails about subscribing, I will assume for now it is just a matter of TalkTalk/EveryMail updating my Mailbox Manager account to reflect no requirement to subscribe whilst I remain a TalkTalk customer. I hope to see that update has been completed in the next week or two weeks.

[Mandisa-TT]

Hi @nameunknown we escalated on our end the last time so that you are not included on the email moment since you have an active account with us so that you are not charged. And the next communication that was sent regarding the move was today, did you received any email today about signing up to OX Mail? 

[nameunknown]

@Mandisa-TT

When I access TalkTalk Mailbox Manager via https://apps.talktalk.co.uk/myaccount/#/login, I see information telling me that I need to subscribe, which leads me to a page to place an order.

It appears that notifying TalkTalk that I have an active internet service with TalkTalk has not yet resulted in the process to charge me for email accounts being withdrawn.

Unfortunately, I am not as assured as you suggest I should be.

I hope I do not see any restrictions on use of the email accounts after 28 July, or complete loss of access to my email accounts on 8 September, as a result of not subscribing, which as a current TalkTalk customer I should not be required to.

 Order Summary

[Gliwmaeden2]

From time to time customers have been told not to use their Talktalk address for My Account. It really does happen  - just takes time for the system to inform people, @nameunknown.

[nameunknown]

@Gliwmaeden2,

I was a TalkTalk customer at the time of the data breach. As a result of that, I choose to restrict what personal contact details TalkTalk has. My preference is to use an email address for my TalkTalk account that is not used for anything else, and a TalkTalk email address serves this purpose well. I was told that my account could not be set up without me providing a mobile number, which I was not happy to provide. It took some persistence to get it removed.

Using a TalkTalk email address may well be discouraged by TalkTalk. I have not heard of that until now, and I don't know their reason for that (althogh I can make some guesses). Providing a strong password is used that is unique to every account that an individual accesses, whether the email address used as a username is a TalkTalk email address or another email address should make no difference. Poor passwords, and use of the same password for multiple accounts are often what enables an account to be hacked.

TalkTalk has not prevented customers from using a TalkTalk email address as their MyAccount username, and therefore individuals can choose what suits them best.

[nameunknown]

@Billx

I referred to the email accounts as being associated with the TalkTalk account for the disconnected service (rather than the account for my active TalkTalk service), because that is the TalkTalk account used to set up those mailboxes when mailbox manager was part of MyAccount.

Have discovered the new mailbox manager, I logged in using the same username and password I have for the TalkTalk account for the disconnected service. Until reading your comment, I was unaware that it was possible to log in using the username and password for any of the five email accounts, which all appear to have administrator access by default. Thanks for that information.

With mailbox manager now being separate from MyAccount, when assigning an email address to MyAccount, there is no longer any restriction on using any TalkTalk email address other than ones already in use for logging in to another TalkTalk account.

@Mandisa-TT,  @fr8ys 

So, now I see that email accounts are no longer associated with any one TalkTalk MyAccount, and therefore there is no 'moving of email accounts from one MyAccount to another'. There is simply a need for TalkTalk (and the email service provider) to recognise that these email accounts are linked to a current TalkTalk customer, which so I am told by TalkTalk staff on this Community, has been dealt with.

So, 'all sorted', I think.

[Billx]

@nameunknown 

Where does this association with the old account show, in  https://apps.talktalk.co.uk/myaccount/#/login, the TalkTalk Mailbox Manager?

Once your are in, does it not allow you to authorise any of your other TalkTalk email addresses to log into the same TalkTalk Mailbox Manager? Does it not allow you to create a new Talktalk email address, or  delete any of the existing email addresses?

Yes, I believe you, you have very secure passwords, re using a TalkTalk email address to log in to MyAccount. But TalkTalk won't allow that. I have been through that argument myself. Not allowing you to do that, is not linked to whether your email addresses are associated with an old TalkTalk account.

Bill

[Gliwmaeden2]

@nameunknown, using a Talktalk address for billing has been discouraged more and more, since the major hack in 2015.

Also, when customers leave, it can take many months for billing to be finalised, especially if equipment has not been returned on time etc, so if the customer is no longer using Talktalk email at all, they will need to be reached by means of a non Talktalk address / snail mail etc.

[nameunknown]

@Billx

Even if I cannot use a TalkTalk email address for my current TalkTalk account, I would still prefer to have the email accounts associated with my current TalkTalk account rather than a TalkTalk account for a service at an address I no longer live at, that was diconnected more than 12 years ago. The only reason I have not requested TalkTalk to delete that account is because it has the email accounts associated withi it. Moving the email accounts is not something I can do myself because I can only access the mailbox manager (no longer in MyAccount) with the username and password for the TalkTalk account that has the email accounts associated with it. Moving the email accounts would be best, as that way the TalkTalk account for the disconnected service can be removed, and I only need one username and password combination for MyAccount and the mailbox manager.

With regard to " TalkTalk prefers that customers use a non TalkTalk email address as the username, when a customer logs into MyAccount", using a TalkTalk email address ought not to be any more of an issue than any other email address, providing a strong password is used. In my case, my password is 20 random characters selected from upper and lowercase alphanumeric characters,  and allowed special characters. I did attempt to use a TalkTalk email address when I set up my current TalkTalk account. That was blocked on the basis the TalkTalk email account was associated with another TalkTalk account, even though it was not the TalkTalk email address used for logon to that other TalkTalk account.

[nameunknown]

@Mandisa-TT

It appears that you are not up-to-date with the current situation regarding mailbox manager.

As I stated in my earlier response to you here: https://community.talktalk.co.uk/t5/Email/Important-information-about-changes-to-your-TalkTalk-Email..., the option to manage email from My Account was removed some time ago.

This url (separate from MyAccount) https://apps.talktalk.co.uk/myaccount/#/login gives access to mailbox manager. I can log in there using the username and password for the TalkTalk account which has the 5 email accounts associated with it, but the username and password for my current TalkTalk account are not recognised. Even if I could log in to the mailbox manager with the username and password for my current TalkTalk account, I suspect it would not allow me to add the 5 email accounts that are already associated with another TalkTalk account. That was certainly the case when mailbox manager was within MyAcoount.

Transfer of email accounts from one TalkTalk account to another has previously been arranged by TalkTalk staff on the TalkTalk Community. I do not know whether this requires the passwords to be reset in order to make the move possible, but if it does, then I do not see that as an issue, because I can chnge them again in the mailbox manager.

Please also see this response from fr8ys, Community Star:
https://community.talktalk.co.uk/t5/Email/Important-information-about-changes-to-your-TalkTalk-Email...

[Billx]

Hi, @nameunknown 

You say that "and then I can use a TalkTalk email address to access my account, which is what I would prefer"

Generally, TalkTalk prefers that customers use a non TalkTalk email address as the username, when a customer logs into MyAccount. The customer would also use a completely different password from that normally used with that non TalkTalk email address. That's how the system currently works. So, your wish to use a TalkTalk email address  to log into MyAccount will not be accepted.

As far as viewing your current TalkTalk email addresses, it cannot now be done via MyAccount, as the system has now not long ago changed. As you noted above, to view and make any changes to any of your TalkTalk email addresses, you do this, via  https://apps.talktalk.co.uk/myaccount/#/login  , which is completely separate from MyAccount.

You should be able to log into that, using at least 1 of your current TalkTalk email address/es

Once logged in, you can authorise any other TalkTalk email address, to be able to login in here, as well.

If not all your TalkTalk email addresses are showing, then yes, TalkTalk staff need to deal with it. And yes, since you are a TalkTalk broadband customer, there is no issue about paying additional charges, if you use 1 or more TalkTalk email addresses. There aren't any additional charges. Maybe TalkTalk AI has got something wrong again?

Bill

[fr8ys]

@Mandisa-TT , those steps provided no longer work since email management was moved to mail manager.

I have raised this with @Lorrainef as it used to be possible for support staff to move email addresses. Could you perhaps also liaise with her to find out the current situation please as we have already seen a number of such requests since the communication went out on Monday.

Thank you.

[Mandisa-TT]

I completely understand @nameunknown  however. when you link the email address to your myaccount, the last step requires you to put the email address and the password for your email and due to security reason and Data Protection Act TalkTalk does not have your email password and you are not required to disclose this information, You can follow the steps given above to link the email on your myaccount. customers who do not have TalkTalk account are being transitioned to sign up to EveryMail, However, I can rest assure, you have an active account, you will not be charged for email and it has been escalated to be excluded on any further communication regarding the moment. 

[fr8ys]

Staff should be able to move your email addresses to your new account.

Note though My Account and this Forum won't be able to use your TalkTalk email address to log on as it's a security measure they introduced some years back.

Webmail should be unaffected.

[nameunknown]

I have read the message.

In my first post, I requested that these email accounts be transferred to my current TalkTalk account.

Some time ago, I recall seeing someone from TalkTalk on the TalkTalk Community offering to move email accounts from one TalkTalk account to another, hence my request for that. This is a better long term solution, and then I can use a TalkTalk email address to access my account, which is what I would prefer.

[nambuso-TT]

@nameunknown I've sent you a private message, please refer to your DMs.

[nameunknown]

@Mandisa-TT

The option to manage email from My Account was removed some time ago.

I have discovered that https://apps.talktalk.co.uk/myaccount/#/login gives access to mailbox manager. I can log in there using the username and password for the TalkTalk account that has the 5 mailboxes associated with it.  Even if I was able to login there using the username and password for my current TalkTalk account, which I cannot, I am reasonably sure it would not allow me to add the TalkTalk email accounts on the basis that they are associated with another account.

Some time ago, I recall seeing someone from TalkTalk on the TalkTalk Community offering to move email accounts from one TalkTalk account to another, hence my request today.

[Mandisa-TT]

Hi @nameunknown thank you for bringing this into our attention, I can confirm that you have an active account with talktalk and you will not be charged for TalkTalk mail as you are our customer, the email will continue to be free off charge I do apologize for this I can rest assure you, you will not be charged, you can use the below steps to link your emails to your myaccount.

1. Log in to My Account
2. Select Menu
3. Select Profile & Settings
4. Select My Details & Passwords
5. Select TalkTalk Mailbox
6. Select Add mailbox
7. Enter email credentials (enter your TalkTalk email address and password, then click Add)