Linking Email Addresses to Broadband Account

[ontheedge*]

Hi, my sending email has been suspended from my TalkTalk address and this is also affecting two other legacy/historic TalkTalk email accounts.  This is not appropriate as I am a Broadband customer.  I have today updated my profile page in Community, with all the linked email addresses, telephone numbers and Account Number.  Please can you ensure that these email addresses are linked to my Broadband Account so that my email sending is restored and so that I am not forced to adopt the paid subscription.  Given the deadlines, this is a matter of urgency, as I am sure many others are saying!  Thank you. 

[Mandisa-TT]

Hi @Dobbo6 If you want help, you cannot use someone else's thread.

To get help, you must start your own thread. To create your own thread, go to the main page for the board in question & click the "Start a topic" button.

[Dobbo6]

Yet customer services have told me it cannot be done. They have emailed me to say once the capacity to send emails has been removed it cannot be reinstated. Why the different answers!!!!!

[Mandisa-TT]

Thank you so much for getting back to me to let me know that the issue is now resolved, if you encounter any issues, kindly let me know and we will look into your query, is there anything else I can assist you with?

[ontheedge*]

Hello Mandisa, I can now confirm that my TalkTalk email addresses have been linked to my Broadband Account and my email sending capacity has been restored, so thank you arranging that within the 48 (working) hours you specified.  Hopefully, everything will be working o.k. now, but I note that some people's sent mail is consistently going into Spam, so I will have to look out for this and get back to you if this is happening.  Thank you.

[Mandisa-TT]

Thank you for your understanding! I appreciate your patience as we work to restore your email service. 

If you have any questions or need further assistance in the meantime, please don’t hesitate to reach out.

[ontheedge*]

Hi Mandisa, thank you for doing that. I really hope my email service will be restored by Wednesday 3rd, as per your time scale. I will check and get back to you as necessary. Thank you again.

[Mandisa-TT]

@Dobbo6 I completely understand your frustration; I see that Philile-TT is actively looking into your situation, so please refer to your own thread for updates. 

[Mandisa-TT]

@ontheedge* I have found your account and can confirm that you have an active broadband service. I have submitted a web form to reactivate the three TalkTalk.Net email addresses you mentioned in your private notes and removed them from the EveryMail transition. I've copied the email addresses as you provided them, so please double-check to ensure the information is correct and avoid any delays. This request will be processed within 48 working hours (Monday to Friday), as weekends are not included in the timeframe.

[Mandisa-TT]

Hi @ontheedge* I will be able to assist you with your query. I will locate your account and assist you.

[Dobbo6]

Good luck with this I have been trying for 7 weeks to get them to sort this and it hasn't happened yet!

[ontheedge*]

No, I did not receive any prior notification.

My sending email stopped working on 5th August on my mobile phone, where I usually view my email, and I assumed it must be a technical issue of some kind, perhaps a port issue.  However, when I went onto my laptop to view my mail, I saw from a red banner across the top that my sending mail had been suspended and that I was required to subscribe in order for my sending email to be restored.  There was no prior notification or explanation.

As you mentioned, please can you, a.s.a.p, complete the necessary form for the back of office to link my email addresses to my broadband account.

Thank you.

[mandisa1-TT]

We sincerely apologize for the inconvenience caused to you, upon investigating your account I can see this is the first time you are contacting us regarding the issue, meaning the form has not been completed for you. 

The Email addresses you have listed are not linked to your broadband account, hence you are being prompted to subscribe to Everymail. I will complete a form for you, in order for the back-office team to link the Email addresses to your broadband account, Email services are free when you have an active broadband account, you do not have to subscribe to Everymail. can you please confirm the following details, in order for me to complete the form for you, 

Did you receive any communication about us migrating your email account to Everymail?

[mandisa1-TT]

Hi there @ontheedge* I will be looking into this for you, just to confirm has a form been completed for you before?