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.

[mandisa1-TT]

Hi there @MikeHutton. I would like to confirm has the issue been resolved?

[MikeHutton]

I'm still unable to send emails. I am still receiving them, which is something of a relief. Do you have any idea how long this issue is likely to take to resolve? Is there any other information I can provide which will speed up the process?

Thank you for your efforts in trying to address this problem.

[kanya-TT]

Thank you for clarifying that, it could be that when the first escalation was made for you, the primary email address was left out on the form so we will need to raise another one for you.

Kanya

[MikeHutton]

It's the one in my Personal Profile > Personal Information > Private Notes.

The email address I wish to continue using is listed as my "current primary email".

The other email addresses are less important to me, but I suspect you will need to look at the email address listed as "original primary email" in order to fully resolve this issue.

Thank you for your efforts in trying to resolve this.

[kanya-TT]

At moment, which email account is affected or can't send emails anymore. Is the one update on your profile in the private note section?

Kanya

[MikeHutton]

To be completely clear about the situation I'm in - and a clarification for other people here who are having the same difficulties - I have three email addresses currently supported by Talktalk. The first two were created before Tiscali took over Gateway, and I will refer to these as accountA@ukgateway.net and emailB@ukgateway.net. (these are not the actual addresses, which I'm keeping private). accountA@ukgateway.net was my original user account address, and I haven't used this for receiving or sending emails for years. emailB@ukgateway.net was created under my Gateway account, and is the email address I use day-to-day, and which I want to keep working.

After Tiscali took over Gateway, I set up an email address for my daughter. I will refer to this as emailC@tiscali.co.uk. She no longer uses this address.

Then Talktalk took over Tiscali. All seemed to go well until Covid, when Talktalk were unable to continue providing me with usable broadband service while I was working from home. At that point I ceased using Talktalk as an ISP. Later on, Talktalk decided to start charging for hosting email addresses where the user didn't have use their broadband service. It as at this point that thing became complicated.

Before the change I had one account, which I referred to above as accountA@ukgateway.net, with two associated email addresses, which I referred to as emailB@ukgateway.net and emailC@tiscali.co.uk. Talktalk then changed their systems so I could not access my account because they insisted that all account logins had to use an @ talktalk.co.uk address. After negotiating for some weeks, I was then able to log in to use my emailB@ukgateway.net address, but this appears to have become detacted from accountA@ukgateway.net and emailC@tiscali.co.uk exist under my original account ID, but emailB@ukgateway.net appears to have become detached from these, and this detachment may be at the root of the problem.

To clarify, the original account ID and the tiscali.co.uk email addresses are not important to me, but it may be simpler to regroup all three addresses together and move on from there.

@kanya-TT , I hope this clarifies everything for you. 

[kanya-TT]

Please allow us to finish assist @MikeHutton as we work out a solution to his email issue. We have not yet closed the door on his part. I am waiting his response in this matter which will also clear out some confusions we may have on our end and possibly on his end also.  

Kanya

[nameunknown_]

@kanya-TT 

@MikeHutton has said that he is a Mailplus user, for which he has paid the annual amount of £50, and that he is blocked from sending emails. He has been trying to get TalkTalk to resolve this for a month now.

On that basis, everything is not fine, and will remain that way until TalkTalk resolve why @MikeHutton has restrictions on his email account, but you have said "if you have already paid everything should be fine now".

It seems to me that there is still an issue to be resolved before everything is fine.

I hope that clarifies what I mean.

[kanya-TT]

Hey there, @nameunknown_ . I am not sure what you mean here.

Kanya

[nameunknown_]

@MikeHutton 

@kanya-TT latest response "everything should be fine now" appears to overlook that you are blocked from sending even though you are a Mailplus user.

With regard to accessing the Community, if you lose access to your email account, see my comment here:

https://community.talktalk.co.uk/t5/Email/New-email-system-cannot-subscribe-not-matter-how-hard-I-tr...

With regard to the TalkTalk Mailbox Manager page, https://apps.talktalk.co.uk/myaccount/#/login, failing to load, try clearing your browser cache, or try a different browser. Others have reported that the TalkTalk webmail page, https://apps.talktalk.co.uk/appsuite, doesn't load. One or other of clearing the cache, or using a different browser usually solves the issue.

[kanya-TT]

No this should not be the case, our Mailplus user have a transition process much simpler, and they are not going to have to pay nothing as Everymail will inherit our billing for them so this means if you have already paid everything should be fine now.

Kanya

[MikeHutton]

Two things:

When I click on the "Subscribe" button for Everymail, the following page fails to load. I just get a blank screen and a rotating timer icon. The URL which is failing to load is https://apps.talktalk.co.uk/myaccount/#/login.

I am a Mailplus user, so why should I have to pay an extra £50 to subscribe to Everymail when I paid £50 for Mailplus on 17th July?

[kanya-TT]

It seems an escalation was made for you Micheal. However, you are still unable to subscribe to Everymail? 

Kanya

[Gliwmaeden2]

You will be able to log into the forum via My Account if the email doesn't function, @MikeHutton.

[kanya-TT]

Okay Mike. 

Let me look if an escalation was ever raised for you.

Kanya

[MikeHutton]

Hi Kanya. Still having the same trouble. Banner at the top of email saying I can't send emails, and if I try to reply to email I get the Everymail subscription banner. Now also worried that I won't be able to respond here, as if my email is blocked I won't be able to authenticate in order to respond to you.

[kanya-TT]

Hey there. @MikeHutton. Please advise if you are experiencing the same issue. Kanya

[nameunknown_]

@MikeHutton 

You can log in to the TalkTalk Community without using your email account. Log in to your TalkTalk MyAccount, then in the same browser window, click on the Community link at the top right of https://community.talktalk.co.uk/.

[MikeHutton]

Ok. This is the last workday before the 8th September deadline, and I still can't send emails, and I'm still getting warning messages when I log into webmail. Thank you for your efforts so far, but I am still concerned that I'll lose access to my email address - which I've had since 1998 - and won't be able to access this community forum, as the access method appears to need me to be able to read codes sent to my email address. 

[nomfezeko-TT]

Click on the avatar image at the top right, and then on the envelope image in the dropdown menu. Please let me know if you would need assistance with this so you can share the screenshot. If there is no private information showing on the screenshot, you can share it here as well.