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.

[nameunknown_]

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@MikeHutton wrote:

How do I communicate with you privately? Do you need to send me a text or email?

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Click on the avatar image at the top right, and then on the envelope image in the dropdown menu.

However, I don't think you need to send a private message. Your earlier message is clear enough.

on ‎18-08-2025 09:56 AM

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@MikeHutton wrote:

@Philile-TT , There's no change. I still can't send emails, and I still have the banner on webmail saying "You are no longer able to send emails. You need to subscribe by 8 September 2025 to regain full access to your account [subscribe]".

Can you check for me please?

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[MikeHutton]

How do I communicate with you privately? Do you need to send me a text or email?

[nomfezeko-TT]

Thank you for your patience and for reiterating your message. I understand that you are a Mail plus customer and not a TalkTalk broadband customer, and I appreciate the clarification. To assist you better, could you please provide me with the exact error message you receive when trying to send emails. This can be shared privately please. 

[MikeHutton]

To reiterate my message from Friday:

To confirm, I haven't been a TalkTalk broadband customer for years. But I am a Mailplus customer.

And no, I still can't send emails, and I still get the warning about subscribing to Everymail.

[nomfezeko-TT]

@MikeHutton just to clarify, you do not currently have an active broadband account with TalkTalk, but you do have a Mail plus subscription that you pay for but cannot send emails, you are also getting a warning about subscribing to Every mail, is that the issue?

[nomfezeko-TT]

Thank you @fr8ys for helping. @EJR07,we are so sorry for any inconvenience caused. For further help, please start your own thread and we will then help you from there.  

[fr8ys]

@EJR07 please stick to your own thread as you won't receive help her. This is @MikeHutton thread for help from staff.

Having looked at your thread though you have said you paid Everymail, yet here you say you have paid TalkTalk.

Can you please return to your thread and be as clear as you can as to who you have paid and whether you have subscribed to Everymail or are a TalkTalk Plus customer as the advice and help differs between the 2 systems. Staff can only advise on the information you supply.

[EJR07]

I too have exactly the same problem, being trying to sort it out for over four weeks now. Its so frustrating. Talk talk haven't got a clue what to do. Everymail say I haven't subscribed when I have paid my £50 to talktalk, they just want me to pay again. I am just going round in circles and no one seems to know what they are doing or how to resolve the issue. Let me know if you find the solution please.

[MikeHutton]

To confirm, I haven't been a TalkTalk broadband customer for years. But I am a Mailplus customer.

And no, I still can't send emails, and I still get the warning about subscribing to Everymail.

[kanya-TT]

That's correct @Anonymous. But now the issue is with Mike still not being to send and receive emails, I think that's why Phillie made that escalation.

Kanya

[Gliwmaeden2]

@kanya-TT, @MikeHutton is already a Mailplus subscriber, NOT a Talktalk Broadband customer. 

So the process of moving to Everymail should require no action on their part and there should be no glitches with sending emails etc.

As posted previously:

"If you are paying by Direct Debit, there's nothing for you to do, we're handling the move to Everymail for you and will let you know when it's complete.
 

If you are paying by Credit or Debit card, you'll be prompted to re-enter your card details when your mailboxes have been transferred to Everymail. These details will be saved so you don't have to enter them again."

Perhaps @MikeHutton shouldn't even be trying to subscribe just now as they already paid for the coming year and shouldn't be trying to add the details unless they have been told that their mailboxes are now with Everymail?

[kanya-TT]

Hey there, @MikeHutton. We will need to check for you if the escalation was successfully. But you initially mentioned that you were no longer a broadband customer? 

Kanya

[MikeHutton]

Good morning Phili. Sorry to bother you, but this is still an issue. Do you have an idea how long it will take to resolve? There's only a couple of weeks before the 8th September cutoff, and I'm still unable to send emails and also getting warnings about not subscribing to Everymail (even though I know I shouldn't). 

[Philile-TT]

Good morning @MikeHutton I understand how inconveniencing this is, I am awaiting feedback from the escalation I had submitted, once I have received it, I will be sure to post back. 

[MikeHutton]

Phili,

Just a gentle reminder. I'm still unable to send emails. Thank you for your attention on this.

Mike.

[Philile-TT]

@MikeHutton thank you for bringing that into my attention. Please bear with me. 

[MikeHutton]

@Philile-TT , There's no change. I still can't send emails, and I still have the banner on webmail saying "You are no longer able to send emails. You need to subscribe by 8 September 2025 to regain full access to your account [subscribe]".

Can you check for me please?

[Philile-TT]

@MikeHutton I have escalated this issue for you, please allow 48 working hours. 

[Philile-TT]

Thank you for the confimation, please bear with me. 

[MikeHutton]

I can receive emails but not send them.