Legacy Email

[Mag00]

Please associate my legacy email to my broad band account.

Please confirm when this has been completed.

[Mag00]

Can you please tell me where you are with sorting out this problem, I would prefer to get this email issue resolved than leave talktalk.

Please escalate this to the highest level possible.

How many other customers do you have like this I wonder?

[nambuso-TT]

Hi there @Mag00 I am very sorry to hear that you feel this way. I'll send you a private message. 

[Mag00]

When can I expect a response please? I have waited 2 more days plus a bank holiday weekend 5 more days. 

I stayed with TalkTalk to avoid changing or interruptions to my Email. Clearly pointless. Please give me the contact details of your retentions department. 

[nambuso-TT]

This usually takes 48 working hours.

[Mag00]

Thank you, How long does that take?

[nambuso-TT]

The email service is being transitioned to Everymail to continue delivering the best email service possible, we’ll soon be moving TalkTalk email to a new home, Everymail, a trusted service from Open-Xchange, the world’s largest independent email provider. They’ve already been working behind the scenes to help keep email running smoothly, and now they’ll be taking care of it directly and the reason why I submitted a webform for you to be excluded from this transition as you have an active broadband with TalkTalk. Thanks

[nambuso-TT]

Thank you very much for confirming. I will need to submit a webform for you as you have an active broadband account and you shouldn't be affected by this change. 

[Mag00]

Here's the message I get when opening web mail

[nambuso-TT]

Okay thanks for letting me know. Please screenshot the error message you get when you log into your webmail. Thanks

[Mag00]

Yes that's exactly the problem. I'm not able to send emails. 

[nambuso-TT]

I understand and I am sorry for that, are you experiencing feature restrictions (i.e. unable to send an email) in the email account?

[Mag00]

Waiting is what I've been doing  - too much of!

I do not think I have received an email stating I need to subscribe to Everymail. It's possible one has gone to junk or deleted as suspected scam. But I do now get a message every time I open webmail. showing me that option.

I do not think I should be asked to pay for email as a broadband customer. If I was aware that this was going to happen I would have moved to Vodaphone. 

[nambuso-TT]

Hi there @Mag00 I am very sorry for the time it has taken us to resolve this, however as this has been escalated kindly wait for feedback. Also please confirm if you've receive an email stating that you need to subscribe to Everymail.

[Mag00]

72 hours & I'm still waiting to use my email account. please update me with actual progress & an estimation when it will be completed.

[sabelo-TT]

I hear your concerns about this matter and fully understand. Unfortunately, we have not been provided any timescale to the resolution of this but normally our email team usually gets work done within 24-72working hours. 

[Mag00]

Whilst I appreciate you have escalated this to to the email team, I still have no result this end. Can you please give me an indication of timescale. I've not been able to send an email for a week now.

[sabelo-TT]

Thank you for this. As explained, I have successfully escalated this matter on my end to our email team as they will link the email address for you and communication will occur once this has been done. 🙂

[Mag00]

No this is the only account ever in my name but may have been linked to the account when it was in my late husbands name.

[sabelo-TT]

@Mag00, just to double check on something, is the email address you wish to link had previously been linked to any disconnected account registered under your name?

[Mag00]

Good morning, could you please expedite the linking of the email to my account & unblocking of my email address. This is my main email address and is causing a lot of disruption. Thank you.