Linking old emails to new account

[Dobbo6]

I requested 2 weeks ago that my partners e-mail address be linked to my active broadband account. Her email is currently linked to a deactivated account so she can not send emails anymore. She has an important email that she needs to reply to using her email address as proof of identity but cannot reply to it. Could this please be sorted as a matter of urgency. A previous customer service adviser said they would waive the £5 a month charge as they didn't know how to do it but now they are going back on that promise 

[Philile-TT]

Hi @Dobbo6 please update all your emails on your private notes. 

[Dobbo6]

I have had no correspondence regarding this request since 7th August. It has now been 7 weeks since customer services said it would be resolved within 48 hours!!!!!!

This is not acceptable your customer service is abysmal.

I have done everything you have asked and answered everything you have asked so it is now down to your incompetence in your ability to solve an issue you have created yourselves 

[Dobbo6]

I already have as far as I am aware 

[kanya-TT]

Please update the email you need linked on your private section note, if you are not able to do so please advise. 

Kanya

[Dobbo6]

Yes it will only link a new email address. It won't link an existing one it states username already exists when you try adding it 

[kanya-TT]

Okay, in your account, have you ever linked her email adress?

Kanya

[Dobbo6]

Well the system needs sorting then. It is feasible that 2 people move in together and then only need 1 talktalk account but still want to keep their own talk talk email address from the account they now no longer need. They shouldn't have put this in place if they didn't know how to solve it. Quite obviously by the number of posts on here is a problem many other people want sorting as well 

[Dobbo6]

It was in her mother's name.

[kanya-TT]

Hello, @Dobbo6 . Could you clarify whether you or your wife was the account holder for the deactivated TalkTalk account?

Kanya

[Gliwmaeden2]

@Dobbo6,

As mentioned in a reply to your previous post:

"However, the added complication is that the email address in question was never associated with the actual account holder's account that you are trying to move it to."

You are the account holder posting and so, as far as Talktalk is concerned, the address in question was never associated with a previous account of yours..

The system is designed to move email addresses original assigned to an old account to the account holder with the same name as on a previous account. 

There's a chance that system can't make the leap. I'll escalate it again for you.