Link email addresses to broadband account

[brian&jackie37]

Please link my email addresses with my broadband account.

I have updated my profile with my broadband account number and detailed the three email addresses to be linked.

Thanks for your help.

[Mandisa-TT]

Hi @brian&jackie37 Thank you for the update! I'm glad to hear that the situation has been resolved and that you were able to add email accounts successfully without any issues. If you need any further assistance or have any questions in the future, please don't hesitate to reach out. We're here to help!

[brian&jackie37]

Situation now resolved.

Looks like submitted web form has been actioned and allowed me to add email accounts without blocking messages/subscription requests.

[nambuso-TT]

Hi there @brian&jackie37. I am sorry to hear this. You mentioned that out of the three email addresses you listed on your profile, only two of them are not working. Please send me a private message with those 2 email addresses that are not working.

[brian&jackie37]

Hi,

Really sorry to chase things up as I guess you are busy but can I clarify how long “48 working hours” is in days as you referenced on Monday?

For information I am still unable to access the email addresses as detailed previously which has been ongoing for two weeks tomorrow.

Thanks again 

[nambuso-TT]

Yes I've included all the emails that are registered on your account. Thanks:)

[brian&jackie37]

Thank you, does the web form include both emails I’ve had the issue with?

[nambuso-TT]

Thank you very much for letting me know. I have removed your personal details (email address) as this is a public platform.

I have submitted a webform for you to reinstate your emails and this should be sorted in the next 48 working hours

[brian&jackie37]

I cannot access the account with deletion notice in front of it. After a few seconds it closes the page. 
So for clarity I can’t send emails.

[nambuso-TT]

Thank you very much for confirm and are you experiencing feature restrictions (i.e. unable to send an email) in the email account? 

[brian&jackie37]

I have tried to sign in to the email xxxxxx and get the attached error message. 
 I tried to click on the subscribe button (not that I want to pay but to see what happens) and the page just buffers and does not open

[nambuso-TT]

Hi there @brian&jackie37. I can confirm that all the email addresses you have listed on your profile are linked to your active broadband account. 

Just to confirm, are you Is the sign-up option available when you login to your email account? 

[brian&jackie37]

As stated previously I raised a concern through the talktalk chat helpline as I was having issues with my email address xxxxxxx

This was on 8 September and related to my account being blocked from sending emails due to the changes in your t&cs and system where non talktalk broadband customers are to be charged for holding talktalk email addresses. As I am a talktalk broadband customer this was referred to a different expert level for a resolution to be delivered within 48 hours. 

The matter was resolved however my other two email addresses attached to my account are now not able to be accessed which I assume is due to the same issue. I have tried to reset passwords, uninstall the email addresses from my device and set up again,  checked that the correct settings are input but there is still an issue.

I have attached a couple of screenshots for your information.

I was advised by the help desk advisor 8/9 that the transcript of the discussion would be available to view and that a note would be placed on my account in case there was any future communication.

i hope this answers your question 

[kanya-TT]

Was an escalation ever made for you before by any TalkTalk representative. 

Kanya

[brian&jackie37]

No I have been having issues with my email access since last week.

I contacted the help chat line and they managed to sort out my email address xxxxxxx and I now have use of it.

However the two other emails connected to my broadband account xxxxxxx

xxxxxxxx

are not available.

I did not have any correspondence regarding any changes to my email access however there was a block put on them advising that I had to pay a subscription to continue using. As I am a talktalk broadband customer I do not think this is the case.

[kanya-TT]

Hey there, @brian&jackie37. Are you asking this because of the recent comms of migrating to Everymail you might have received?

Kanya