Linking email address to account

[CrazyTime]

I am an existing Broadband account holder. Please confirm that the legacy email address that I have listed in my profile is linked to my broadband account and that my email address and service will be maintained without additional charge.

[nambuso-TT]

Hi there @CrazyTime. I am very sorry to hear this. We are still waiting for feedback. I can see that you are not happy with this. Please refer to the below complaint link to know more about our complaint policy:

Raising a complaint

[CrazyTime]

I am still unable to send e-mails today. Why has this still not been resolved when I have an active broadband account and have followed instructions about linking email addresses to the broadband account?
I see from other posts that there are many many other customers who are still suffering the same problems and restrictions on their accounts. This is simply unacceptable. OFCOM will be receiving a complaint.

[nambuso-TT]

I have escalated your issue and I will you know once I have some feedback. Thanks

[CrazyTime]

You will see from a post earlier today that I cannot SEND emails. I am still receiving emails.

I stress once again that I have an active broadband account. The account number is shown in the private notes of my Profile. The relevant TalkTalk address appears in the My Details and Settings section of my Account.

Please confirm what you are doing to resolve this and when it will be sorted out.

[nambuso-TT]

Thanks for confirming. Just to confirm are you able to send and receive emails?

And the reason why you are still receiving communication about Everymail is because your email address is still linked to your old disconnected account.

[CrazyTime]

The email received today headed “Your TalkTalk mailbox will soon be closed” has come from info@consumer.talktalk.plc.com. That email was sent to and received by the talktalk.net address which is registered on My Account and which is the same talktalk.net address which also appears in the Private Notes of my Profile.

[nambuso-TT]

Hi @CrazyTime I am very sorry to hear that. Please confirm if the email you received the Communiation from is the one registered on your account.

[CrazyTime]

I have tried to send an email today without success. It would appear from other threads that l am not the only customer with this issue despite previous assurances that this would not arise as I am an active broadband customer. Please confirm that this will be resolved without delay before l contact OFCOM. 
You have also conformed in previous posts that as I am an active broadband customer I should not be receiving emails requiring me to sign up to Everymail or lose access to my email account. You said that such emails were a mistake and you would put an end to them. Despite that I have today surprise surprise received another email saying I need to sign up to Everymail by 31st October or my emails will be lost forever. What on earth is going on? WILL ALL THIS BE RESOLVED?

[nambuso-TT]

Hi there @CrazyTime. I can confirm that I have submitted a webform for you to link the email addresses you listed on your profile under private notes to your active broadband account. Thanks

[nambuso-TT]

So basically there are two webforms, the first one is submitted when a customer states that they have received an email advising them that they are not a broadband customer and they would need to subscribe to Everymail so they won't loose access to their emails. The second link is submitted when a customer wants to link the emails to their TalkTalk broadband account. I can see all the emails you've listed on your profile however you mentioned that when you try to add the email address after pressing “Save” the gmail address simply does not appear in the private notes section of my Profile, and I asked you if you've changed or cleared your browser because I wanted to know what is causing that 

[CrazyTime]

I am not sure I understand your reply and it seems to conflict with what has been said in earlier information given and statements made by other support workers in this chain of correspondence.

I need clarification. Please therefore answer each of the following questions.

1. I have said that I could not update the private notes of my Profile to show a gmail address. It follows I can’t see a gmail address in the private notes of my Profile. Can you see a gmail address there? You seem to be saying that is the case. If you can see a gmail address there I don’t understand why I cannot see it. Are you linking any gmail address you can see to my active broadband account?

2. Can you see a TalkTalk address in the private notes of my Profile?

3. On Monday 21st July nambusso-TT said the e-mail addresses in the private notes of my Profile were NOT linked to my active broadband account and that they would therefore submit a form to ensure the link was actioned. Has that form been submitted?

4.  I have just logged into the TalkTalk address referred to in the privates notes of my Profile (and in My Account) and a red banner warning is appearing saying I will lose the ability to send emails if I do not subscribe to Everymail by the 28th July. Why am I getting that warning banner message when you say my TalkTalk email address is already registered, I am an active broadband customer, and that I should not be receiving messages about Everymail?

5.  Please confirm that as from 28th July I will not lose the ability to send and receive emails using the TalkTalk address referred to in the private notes of my Profile (and in My Account).

6. Is there anything else I need to do to ensure I can continue to use that TalkTalk address from 28th July onwards? If I need to do anything else please spell out exactly what I need to do?

.

[Philile-TT]

@CrazyTime The emails that are listed your private notes are Gmail emails. Your TalkTalk email is already registered on the account. If you have received comms about subscribing to EveryMail on the TalkTalk email listed in the private notes that was an error, you should not have so this means I will escalate so that you do not receive any other communication regarding EveryMail going forward. 

[CrazyTime]

No I didn’t.

For the time being can you please just link the TalkTalk e-mail address in the private notes of my Profile to my active broadband account and confirm that has been done? When I log into webmail there is a red warning banner which says I will lose access to e- mail if I do not subscribe to Everymail by the 28th July!! Yesterday you said you had submitted a web form to link the TalkTalk address in my Profile to my active broadband account. However, in view of this red warning banner that linking does not seem to happened yet. Please explain why the red warning banner is appearing when I log into webmail.

I need to be assured that I will not lose access to my TalkTalk e-mail address on the 28th July and that there will be no interruption in my e-mail service.

[nambuso-TT]

Did you perhaps try to change your browser, clear cookies and cache on your current browser then update your details on your profile?

[CrazyTime]

I am not getting any error message. I type the gmail address into the private notes section of my Profile and then press “Save”. After pressing “Save” the gmail address simply does not appear in the private notes section of my Profile.

[nambuso-TT]

Okay thanks for confirming. Just to confirm what error message are you  getting when you try to add that email address to your profile?

[CrazyTime]

I have tried adding the gmail address to the private notes on my Profile but when I try to save that change to my Profile the gmail address is not then saved there. Why is this the case? If the gmail address can’t be saved in the private notes on my Profile how can it be linked to my broadband account?

[nambuso-TT]

You can add up to 5 email addresses so if these emails are linked to your broadband account you will not loose access to it. Should I only add the email addresses on your profile?

[CrazyTime]

Please confirm that the TalkTalk e-mail address referred to in the private notes of my Personal Profile has now been linked to my active broadband account.

I do not want to link a gmail address if I don’t need to do that. In this connection can you please confirm that the TalkTalk e-mail address referred to above will be sufficient for you to communicate with me in future. Please also confirm that I will be able to continue use the TalkTalk e-mail address referred to above to send and receive e-mails without additional charge.

You have asked for my mobile number. That number is already included in the private notes of my Personal Profile.

Please let me know if there is anything else I need to do to ensure that I can continue to use the TalkTalk e-mail address referred to above without any interruption and without additional charge.

[nambuso-TT]

Yes, you can, if you would like to add it. In private please provide me with your mobile number and the email addresses you want to add/ link and we will raise an escalation for you, so it gets linked for you, thanks.