Only 1 of my 4 email address has been migrated to Everymail

[revision1]

Hi, Can someone help please.
I am a Talktalk MailPlus customer and pay £5 per month via direct debit for upto 5 mailboxes. My email account & email address has been migrated to Everymail as notified and seems to be working fine but my wifes email, which is one of the 4 email address on my account (these all end in tiscali.co.uk), is bringing up the Account Deletion Notice: Act Now from Everymail and she can no longer send or receive emails. The transition information from TalkTalk stated "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." It would seem my wifes email address has not been passed to Everymail as part of my overall account information as it should have been, can this be corrected please.

To try to fix things myself, I have tried to add my wifes email address using the Add new Mailbox in the Everymail Mailbox Manager but after completing all the fields and clicking on 'Add', it shows the "An unexpected error occurred".

Finally, in case I have to enter myself, can the correct incoming and outgoing server settings, once the email address is migrated to Everymail, be confirmed.

thank you.

[Gliwmaeden2]

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[revision1]

Hi,

My wifes email is still not working and I am getting no response from Everymail.

I do not understand how the migration can be completed when it was not correctly done. You need to fix your problem or at least get on to Everymail to get them to fix it - it should not be down to me - I just want what I am paying for to be provided.

How do I access the private message you have sent please?
I have not heard anything from your Manager yet, when will they contact me? What is my complaint reference?

thank you.

[Mandisa-TT]

Hi @revision1 Thank you for reaching out to us regarding your email migration issue. I understand how frustrating it can be to navigate this situation, Since the migration has already been completed, we are unable to link the additional email addresses directly to your account since your TalkTalk Mail plus account is disconnected. At this point, it is Everymail that needs to assist you. I have escalated your case to my manager.

Since you expressed a desire to formally raise a complaint, I have sent you a private message with a link to our complaint process. This will guide you through the steps.

[revision1]

I have contacted Everymail support but they are saying only 1 email address (mine) is showing on the account as passed to them by TalkTalk and they want me to subscribe my wifes email address separately for an additional £5/month. As explained previously, there should be 4 addresses but TalkTalk seem to have removed these from my account at some point back in time without my knowledge.

I as the customer/victim am stuck between TalkTalk and Everymail. As part of the migration of email service from TalkTalk to Everymail there must be contacts in place between the two companies as would be reasonably expected. Now is the time for those contacts to step in and resolve this issue, which is one of TalkTalks making, on my behalf.

Perhaps you can explain exactly what the process is when things go wrong in the migration as is the case here?

Furthermore given the lack of progress in resolving my issue, I would like to formally raise this as a complaint with TalkTalk.

I look forward to hearing from you soon.

[Mandisa-TT]

I understand your frustration regarding the issues you're facing with Everymail,

However, I must inform you that we are currently unable to contact Everymail support directly on your behalf. To resolve the linking issue with your wife's email address, you will need to reach out to Everymail's technical support team directly. They have the necessary tools and access to assist you in this matter.

While we cannot contact Everymail for you, we are here to support you in any way we can. If you have any questions or need assistance with the process, please feel free to reach out.

[revision1]

Ok, so you agree with me but still expect me to do all the leg work.
This is not how it works in customer service focussed companies.

What I want to hear is TalkTalk will take ownership of the problem and liaise with Everymail technical support team on my behalf to ensure a quick resolution and I will be issued with regular updates by TalkTalk as to progress.

[Mandisa-TT]

Thank you for outlining your concerns about the transition to Everymail. I can see how frustrating this situation has been for you. I appreciate the background you've shared regarding your email addresses and the shift from Tiscali to TalkTalk. Given your long-standing relationship with these accounts, it’s completely reasonable to expect a smooth transition.
 

I understand that the challenges you’re facing stem from the transition process initiated by TalkTalk. I encourage you to continue collaborating with Everymail's technical support team, as they have the necessary tools and access to help you link your wife's email address to your Everymail account.

[revision1]

Well that is odd as I originally set up 4 email addresses, one of which is my wifes current email address, on my then tiscali account in the early to mid 2000s. Tiscali was then taken over by TalkTalk in 2009. A few years ago I became a TalkTalk Mail plus customer as I was no longer taking broadband services from TalkTalk. At no time did I delete any of my email addresses. and throughout all this time my wifes email continued to function fine so as far as I am concerned it must have been associated with my account. It would seem whatever systems you are using to make this transition they have not been cross checked for accuracy and the error does not present itself until after the transition. I suspect the accuracy of your customer data is poor and a decision was made to go ahead with the transition regardless and let the customer fix it as the issues came out

Lets be clear, the move to Everymail has been instigated by TalkTalk, not me, so I would expect you to own the problem, which I note a number of others on this forum have reported, and doing all you can to expedite a resolution with Everymail. Instead, you seem to be blaming the customer for not doing something they should not have needed to have done i.e. link email address to the account.
I have contacted Everymail and they say only one email address was notified to them - that is TalkTalks fault not mine. I have tried to sort out the problem myself but despite the facility to add email addresses, cannot add her email to my Everymail account, that issue is currently out with Everymail technical support to look into.

In the meantime my wife still does not have her email.
The transition could and should of been seamless, as promised, rather than this mess TalkTalk have created.

[Mandisa-TT]

I have gained access to your old TalkTalk Mail plus account, and I do see that there was only one email address that was associated with this account, you did not link any other email to this account. Your TalkTalk Mail account is now disconnected, you will need to contact EveryMail and they will be able to link your wife's email address or give you instruction on how to do so that it is added on your account and be unrestricted. 

[Mandisa-TT]

hi @revision1 I will gain access to your account and look into your query.