New email system - cannot subscribe not matter how hard I try

[MikeHutton]

I've been using talktalk's email system for years. I stopped using TT broadband using lockdown as I couldn't get any kind of line speed, or any tech support, and I work from home.

Since then I've been continuing to use my old email address, spending £50/year as required. I last paid this on 17th July last. I have an email confirmation of this.

The following day the bill arrived by email, and I presumed this would not be an issue.

I logged into my account, and apparently the £50 bill is still outstanding.

I also receive a pop-up invitation to subscribe to the new Everymail system. When I click on the subscribe button and try to log into my account using my email settings, I get the following error:

You are not allowed to sign in.

caused by:

• ValidationError: You are not allowed to sign in. key=username
• RequestError: 401 ERROR_LOGIN_NOT_ALLOWED (Authentication failed) details=missing context administrator role

I have spent over an hour on the phone with one of the customer service people, who was trying to liaise with the technical team. She said that she would call me back. She has not.

Can someone look into this for me please? I don't want to lose access to an email account I've already paid a year's subscription for.

[Philile-TT]

@MikeHutton are you able to use the email services? 

[Philile-TT]

@MikeHutton I am currently looking into your account and I will get back to you. 

[MikeHutton]

The money went out of my bank account. Talktalk have my money.

[Gliwmaeden2]

@MikeHutton, did you see the image in my post #9 on Friday?

Read it carefully: it says DO NOT DO ANYTHING if you already subscribe to Mailplus. Also the examples given for when next payments are due.

What matters is that Talktalk tracks down the payment you already made.

You have not confirmed whether you checked the money cleared from your bank account though!

[Philile-TT]

@MikeHutton Please do not subscribe to everymail, I will look into your account and escalate this issue. 

[MikeHutton]

Thanks for getting in contact.

I did receive an email. I get a pop-up whenever I go into webmail.

I'm already subscribed to mail plus anyway, and paid for that subscription on 17th July.

The problem is that I can't get the subscription to Everymail to work, because I get an error when I try to log in to my account.

[Philile-TT]

Good morning @MikeHutton did you receive an email advising you to subscribe to EveryMail? 

[MikeHutton]

Thanks for responding. I paid by one-off card payment.

Everymail sounds like a distinct improvement on the current system. I've had repeated problems with lag using the webmail site until about three months ago. The lack of adverts is probably going to help the reliability issues they've had as well.

Talktalk seem to have a problem deaiing with legacy email addresses. I have three, only one of which I currently use. When it came round to setting up the Mailplus side of things it took a month for them to sort everything out, largely because it appears that no one person gets access to all the functions needed to fix problems like this.

The annoying thing is that I wouldn't have this problem if I'd been able to use Talktalk broadband during lockdown. I was effectively forced to change providers, and it's caused nothing but trouble on the email side ever since.

[Gliwmaeden2]

@MikeHutton, see also:

https://community.talktalk.co.uk/t5/Articles/Email-Transition-FAQs/ta-p/3114888

 

 

[Gliwmaeden2]

@MikeHutton, have you checked that the money actually left your bank account?

Were you paying by direct debit or a one off card payment [they have been having glitches with the latter in the past couple of months]?

As a Mailplus user, the switch to Everymail was supposed to be totally automatic  - you are not supposed to be having to do anything different from usual. 

That's the idea, anyway.... 

[MikeHutton]

Ok. Thanks for letting me know. Have a good weekend.

[fr8ys]

No, I'm a customer like you. Only support staff can see yiur profile information.

They are back Monday and will pick up then.

[MikeHutton]

I've added some details. Are you able to look and see if there is information you need?

[fr8ys]

Yes, there is a field for this.

[MikeHutton]

I have updated my account details. Would it help if I added additional details about my account?

[fr8ys]

Please see here for information. 

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

Please post back once you have completed the required information so support staff can action for you.

Thank you