Losing access to TalkTalk email even though I am a broadband customer

[FelixsMum]

I can no longer send emails from my talktalk.net email account, despite still being a broadband customer. My email address should be linked to my broadband account, and I should not need to pay "Everymail" to retain access.

I have emailed customer support previously and received no reply whatsoever.

Please help fix my account so that I can continue to send emails from my present address ASAP.

Thank you

[Philile-TT]

@FelixsMum Please note that it will be in 48 working hours. 

[Philile-TT]

@FelixsMum We sincerely apologize for the inconvenience and expect your email access to be restored within the next 48 hours. Thank you for your patience. I have escalated this for you. 

[Gliwmaeden2]

Good! Glad you were aware of what to do. Without posting here about it, forum staff would not have been aware that you had an issue, @FelixsMum.

They'll follow up during the day. 

[FelixsMum]

I did that today

[Gliwmaeden2]

The best thing to do is to add the affected email addresses to Private Notes, @FelixsMum.

The issue is explained here:

https://community.talktalk.co.uk/t5/Email/Important-information-about-changes-to-your-TalkTalk-Email...

Go back to your profile via your avatar/name; settings; Personal information. Private Notes is further down. Then scroll down to find the button to SAVE CHANGES. 

Staff will fill in a webform during the day for you, but it could take up to several days to get email sending going again. 

It's worth having an alternative free email address set up for essential replies to people meanwhile. 

[FelixsMum]

I found an email dated July 14th that reads as follows:

Thank you for contacting TalkTalk Customer Relations, your correspondence has reached Angel, and I will be assisting you going forward. We are sorry it has taken us longer than usual to get back you. 

I acknowledge that you have brought to my attention you keep receiving these messages about your email not being free anymore because you are no longer a broadband customer with TalkTalk.

Upon investigating on the account, you are on fibre 65 and your account is still active, please kindly ignore the email you have received as the system has automatically sent them

I've initiated a complaint case, reference number (REDACTED) on your behalf. Our dedicated complaints manager will be in contact with you within the next three working days to address your concerns and work towards a resolution.

Nobody followed up and I now cannot reply to the message because my outgoing email is locked