Please link my email to my broadband account and confirm when this has been done.

[leramnep]

I have a legacy account with TalkTalk and can no longer send emails.

Yet I have been a TalkTalk broadband customer for over 10 years.

I have updated my account record with my legacy email address.

Trying to talk to customer services is useless. They do not listen and just keep repeating what I say to them. It is as if they have no knowledge of the proposed use of Everymail (which I do NOT have to pay for because I am a broadband customer.

I have put my email address in private notes in my profile.

I'm totally frustrated with the whole process.

[leramnep]

Thank you @nambuso-TT 

I hope this is sorted asap. It has been a real nuisance not being able to send emails.

I think I have now provided you with all the information that you need so that full email access will be restored to me very soon.

[nambuso-TT]

@leramnep I have read through your correspondence with us and I see that this issue was escalated for you and has been noted on your account. Access to your emails will be restored as TalkTalk are currently working to resolve this issue as soon as possible and the subscribe option will be removed from your email account as you have an active broadband account with us. I'm really sorry that this is taking longer than expected, however rest assured we are working on it. 

[Billx]

@leramnep 

I don't like using aliases myself. But since you are just using that 1 alias for your real email address, that would be fine.

And I think your real email address should be linked to your broadband account.

Also ask them to remove the Subscribe tab from Mailbox Manager

Bill

[leramnep]

@Billx 

The underlying/ real email address is gobbledygook and no use as an email address. It is like when you get given a temporary random password and then change it to something that is more useful.

I'm having to dredge up stuff I've not had to think about for 25 years.

[leramnep]

@Billx 

Using Webmail I can log in using the "underlying" email. It takes me to the mailbox of what I call my "regular" email, ie the alias. So they are one and the same thing.

[leramnep]

@Mandisa-TT 

About 25 years ago I set up an email account with ukgateway, giving me a ukgateway.net email account. That business was taken over by Tiscali, but I kept the legacy @ukgateway.net email address. Subsequently Tiscali was taken over by TalkTalk. Again, I kept the legacy  @ukgateway.net email address. So I have not had an email address with TalkTalk for 25 years - it was with the previous companies.

As far as I recall, it was about 10 years ago that I started my telephone and broadband account with TalkTalk so at that point everything should have been linked. TalkTalk certainly had details of my email address so I am not sure why the link was not made at that time.

You are asking me to remember things that happened many years ago and I have to admit that I cannot recall all the detail because everything has (for the most part) worked smoothly.

[Billx]

@leramnep 

That makes sense. What they used to call a secondary email address, is now called an alias.

So, your real email address, is the 'underlying' email address

So, now that you know your real email address, can you log into webmail using that?

Bill

[leramnep]

@Mandisa-TT 

Thanks to @Billx I have discovered something I did not know. 

My regular email address that I use all the time appears to be an alias for what I have called the underlying legacy email address. 

It seems to me that you definitely need to link that underlying legacy email address to my broadband account to make everything work again.

I hope this helps.

[Billx]

@leramnep 

You said "It is as if both my regular email address and the underlying email address are one and the same thing."

I think this a much older email address system. They had primary email addresses and secondary email addresses.

I am not sure what the purpose of that was. So, those 2, could be the same thing. But the primary would be more important than a secondary.

Bill

[Mandisa-TT]

@leramnep You currently have an active broadband account, and you mentioned that you have had an email address with us for over 25 years. This suggests that you may have had a TalkTalk broadband account in the past, prior to your current one. Could you please let me know if you recall whether the underlying email address may have been linked to that previous account?

[leramnep]

@Billx 

The only email showing in Mailbox Manager is the underlying legacy email address. There is no sign of my regular/ current email address (which is why I tried to add it before I got cold feet).

If I go to Edit Details it shows just the underlying email address. This mailbox also has the admin role.

I then looked under Manage Aliases and discovered that my regular current email address is actually an alias.

(btw you are taking me to places I have never been to before!)

So where does that leave me? I believe that the support team are now looking at this underlying email address. (Perhaps I should no longer refer to it as "underlying".)

[leramnep]

@Mandisa-TT 

Are you talking about a disconnected broadband account? I have had broadband with TalkTalk for over 10 years and am not aware of it having ever been disconnected.

That underlying legacy email address is over 25 years old, along with the legacy email address that I have already asked you to link to my broadband account. The two are connected in a way that I do not understand - I do not live in the ISP world and therefore cannot explain why this is the case.

I log in to my regular email account via webmail using my regular email address.

However, on the right (and to the right of the sign out button) is a button with my initials (My account). If I click on this it shows the underlying legacy email address. It is as if both my regular email address and the underlying email address are one and the same thing.

[Billx]

So, how many email addresses are showing in Mailbox Manager? Is it just your current email address and that underlying email address,

or are there more addresses showing?

Apart from the underlying email address, is your current email address showing?

For each of the addresses showing, when you click 'Edit' on the right,  does it display anything?

Bill

[Mandisa-TT]

@leramnep I have reviewed your private notes and noted that the email address(underlying legacy email address) you provided is not linked to your broadband account. Could you please confirm if this address was ever associated with a disconnected account you may have had with us in the past?

[leramnep]

@sabelo-TT 

Please see my recent correspondence today with @Billx 

It appears that you also need to link my underlying legacy email address to my broadband account. 

This underlying email address was already in my private notes but I have updated to confirm that it also needs to be linked to my broadband account.

Thanks

[Mandisa-TT]

Hi @leramnep I will look into this for you.

[leramnep]

Hello, @Billx 

I have a legacy email address - from a business that was taken over by Tiscali. TalkTalk then took over Tiscali.

(Side note here - I was given the option of setting up some @talktalk.net email addresses which I did. I did not use them so TalkTalk (without warning me) cancelled them and told me that they could not be resurrected. At the start of this current fiasco I learnt that these addresses were still on record, although I was not allowed to use them anymore.)

For some unknown reason (and linked to my original ISP set up) I appear to have an underlying email address which has the same @legacyemail.net ending. I do not know (not being in the ISP world) why I have this, but it exists. I have already quoted this address in my private notes. 

Now interestingly, I have followed your link again. I have put in this underlying email address as an experiment (and the relevant password that I use for my current email) and lo and behold I can access mailbox manager!!

This gives me the option to add a mailbox. I started to do this, adding the email address I have used for the last 25 years but got cold feet. It asks for a password that is 12 characters with a number, symbol, uppercase and lowercase. The password I already use does not meet these parameters but I dare not change it in case that messes everything up!

I note that the used storage for this underlying email address is identical to the used storage for my current email address. Clearly there is some sort of a link there.

I suspect that I now need to stress the need to link this underlying email address also to my broadband account. I still have the subscribe (to Everymail) tab in mailbox manager.

You have been most helpful. Far more practical and with much more insight than anything I have had from the support team staff.

Thank you

[sabelo-TT]

I completely understand your concerns but worry not. 🙂 

[Billx]

Hi @leramnep 

Thanks for your reply

So, Mailbox Manager didn't let you in.

I thought you had 2 talktalk email addresses. It seems you have only the one.

(If you had another TalkTalk email address, you could have tried that, to login to Mailbox Manager.)

Bill

[leramnep]

Hello, @sabelo-TT 

I asked someone to PM me to confirm which email addresses you think are now linked to my broadband account so I can check that the correct email addresses have been linked. 

(Please forgive my lack of confidence in TalkTalk. Recent events mean I feel the need to question everything you do and everything you say to me. I would like to keep confusion to a minimum.)

Thanks