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]

@kanya-TT 

Thank you for your response.

You say, "I recognize that this situation is quite frustrating for you" It is more than quite frustrating. As I have previously mentioned, I am beyond frustration. I am angry.

You say, "Unfortunately, the email issue remains unresolved." I am well aware that this is the case. You are not telling me anything new or helpful! Why do you think I am still posting on this forum?

You say, "there has been some progress, as some customers are now able to send emails." I am pleased that some customers can send emails. However, this customer still cannot, despite raising the matter over three weeks ago. And my concern is about my email account, not others.

You say, "the issue will ultimately be resolved." I should hope so too! The problem is, when will it be resolved? Will it be before the 8 September deadline when I will also lose capacity to receive emails?

You have used lots of soothing, emollient phrases, but I'm afraid that they are ultimately utterly meaningless. As I have said more than once, I need action, not platitudes.

In over three weeks my problem has not been resolved and it appears no-one can tell me why it has not yet been resolved and when it will be resolved.

[kanya-TT]

Hey there, @leramnep. I recognize that this situation is quite frustrating for you, and it's understandable to feel neglected, especially if you've reached out multiple times. Unfortunately, the email issue remains unresolved. However, I want to reassure you that we are actively addressing the problem, and there has been some progress, as some customers are now able to send emails. This doesn't mean we've halted our efforts; our Escalation team has informed us that while there is a significant backlog, the issue will ultimately be resolved. We appreciate your patience during this challenging time without email functionality.

Kanya

[leramnep]

That's interesting.

I have received an automated response to my forwarded email to Heretohelp@talktalkplc.com.

I wonder why the original email did not generate one.

[leramnep]

I have now forwarded the email (sent from another email account, obviously, since I cannot send emails from my ukgateway.net account) to Heretohelp@talktalkplc.com in case the original did not get through.

As far as I can tell, every request I make and every complaint I make falls into a black hole and is ignored by TalkTalk.

I am at my wits end trying to resolve this problem because I am getting nothing helpful back from TalkTalk.

Where else can I turn to get TalkTalk to do something?

[Mandisa-TT]

An escalated was done on your account and it is our escalation team that have not made the changes on your account. There is no complaint on your account logged.

[leramnep]

@Mandisa-TT 

I  emailed a complaint on Friday 15 August to Heretohelp @talktalkplc.com. Six days later and I have not even had the courtesy of an acknowledgement - not even an automated one. 

I have also emailed the CEO to complain and have had no response.

I can see that other people who posted on this forum much later than me have had full access restored.

Why have I not had full access restored? As far as I am aware I have provided all the information required. No one has come back to me requesting more information. What is causing the delay in linking my email to my broadband account and restoring full access?

[Mandisa-TT]

Hi @leramnep I currently don't have a specific update to share. However, I have sent you a private message outlining our complaint process, as you requested for someone in a higher position to get involved.

[leramnep]

@Mandisa-TT 

Good morning.

Do you have an update for me?

I am still not able to send emails and still have the threatening Final Notice pop up.

TalkTalk's response to this fiasco is unacceptable.

[Mandisa-TT]

I sincerely apologize for the ongoing issues you've faced with your email service. I understand your frustration; I will locate your account and have a word with my manager for you.

[leramnep]

@Mandisa-TT 

Thank you for taking the time to reply to my last post in such detail.

Your response demonstrates precisely what I keep complaining about. Lots of empathy, plenty of soft words, yet more platitudes but no actual action.

Promises of escalation are simply not good enough.

I have not been able to send emails for over three weeks. If TalkTalk customer service management think that this is an acceptable level of customer service they need to think again. TalkTalk evidently is incapable of resolving a problem of their own creation in a timely manner and this reflects badly on them.

I am beyond frustrated and impatient. I am angry beyond words at the lack of transparency and the blatant dishonesty from this failing business.

It is time for senior people at TalkTalk to hold up their hands and admit that they have got this whole farce badly wrong and have treated those of their customers who are stuck with this problem with contempt.

[Mandisa-TT]

Thank you for your patience and for sharing your concerns regarding the ongoing issues with your email account. I understand how frustrating this situation has been for you, and I sincerely apologize for the inconvenience it has caused.
 

I want to assure you that your concerns are being taken seriously. I understand that it has been over three weeks since you lost the ability to send emails, and I recognize the urgency of restoring full access to your account before the upcoming deadline.
 

Unfortunately, I do not have a specific update at this moment regarding the timeline for restoring your email access. I understand that this lack of information is frustrating, and I apologize for the uncertainty you are experiencing. Please know that I will escalate your case to ensure it receives the attention it deserves.
 

While I cannot provide a definitive answer to your question about when full access will be restored, I will make it a priority to follow up with our escalation team and will keep you informed of any developments as soon as I receive them.
 

Thank you for your understanding and patience during this time.

[leramnep]

@Mandisa-TT , @sabelo-TT , @philile-TT, @nambuso-TT , @kanya-TT 

Thank you all for your responses. I appreciate that none of this farce is of your doing and you can only pass on what you are told to say. 

However, it is now over three weeks since TalkTalk deprived me of the ability to send emails. In less than three weeks TalkTalk will stop me being able to receive emails.

In the last three weeks I have provided TalkTalk with all the information that they need to reinstate full access to my email account. In over three weeks TalkTalk has failed to do so.

In the last three weeks I have received numerous platitudes from Support Team staff. Your soft words are not helpful because nothing has been done to put right the wrong that TalkTalk has inflicted on me.

I have been kept in the dark throughout this process because nobody has the courtesy to let me know when full access to my email will be restored. TalkTalk's customer service is woeful. Senior people at TalkTalk should be hanging their heads in shame.

I have no confidence in TalkTalk's ability to resolve this matter before 8 September. From reading other posts on this community forum it seems to be that TalkTalk is completely out of its depth trying to deal the fallout from a problem that TalkTalk itself created.

I have one question and would appreciate an honest answer.

When will full access to my email account be restored?

[Mandisa-TT]

Hi @leramnep I understand you have been waiting for an update, and we will update you as soon as we get a response. I do apologize for the inconvenience,

[leramnep]

The silence from Support Team staff is deafening.

As requested earlier today...

Please provide me TODAY with the date when full access is restored.

Thank you

[leramnep]

I've just found this on Trustpilot.

Had to laugh. Supposedly written by TalkTalk.

"TalkTalk is a UK-based broadband provider on a mission to do things differently. Since entering the market in the early 2000s, we’ve challenged the status quo. Today, we’re still shaking things up – with fast, reliable, broadband at prices that won’t break the bank, and customer care that actually cares"

[leramnep]

I notice that other customers are today still being advised that it will take 48 hours.

I was told the same thing on Tuesday 5 August yet on Friday 15 August I still cannot send emails.

Why is this?

Is it really 48 hours or is it weeks??

[leramnep]

I have been waiting over two weeks to have full access to my email accounts restored.

I believe that you have all the information that you need to do this.

Please provide me TODAY with the date when full access is restored.

Thank you

[leramnep]

@nambuso-TT 

I was disconcerted to receive another email from TalkTalk at 16.13 (BST) on Wednesday 13 August with an 

Important reminder to sign up to Everymail.

I have an active TalkTalk broadband account so do not need to sign up.

It is evident that the left hand does not know what the right hand is doing at TalkTalk. 

Will TalkTalk please get their act together and restore my ability to send emails TODAY.

I still have the red banner in webmail and I still get the pop up. This should no longer be happening.

The delay is totally unacceptable.

I don't want soft words that mean nothing. I want action.

Somebody, somewhere DO SOMETHING NOW!

[leramnep]

This is now beyond being totally unacceptable. I have not been able to send emails for over two weeks. Despite all the reassurances, understanding, being told not to worry, platitudes, blah, blah ,blah, etc I still cannot send emails. All these nice words are of no use to me. I feel that your are playing for time and stringing me along. This must stop.

TalkTalk needs to restore my ability to send emails WITHOUT FURTHER PREVARICATION. DO SOMETHING!!

You are NOT being honest with me.

I want a definite timescale. "Soon", "shortly", as soon as possible", "our engineers are working on it" are no longer good enough.

Please link my legacy emails addresses to my broadband account and restore my ability to send emails TODAY.

Otherwise explain fully why this cannot be done.

My patience is at an end.

[nambuso-TT]

I totally understand and again, we apologize for any inconvenience caused once again.