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.

[amahle-TT]

Thank you also for your time and patience @leramnep, have yourself a good evening and take care😊.

[leramnep]

Good luck to all those still waiting for full email functionality to be restored.

[leramnep · Accepted solution]

At last!

Thursday 28 August and finally I can send emails. What a relief.

The red banner has gone from webmail.

I assume that my email addresses have now been fully linked to my broadband account and I no longer have the threat of the 8 September deadline hanging over me.

I still have no explanation why it has taken TalkTalk so long to resolve my problem. My first post here was on 30 July.

However, I would like to extend my thanks to the Support Team staff @sabelo-TT, @Mandisa-TT, @Philile-TT, @nambuso-TT, @kanya-TT, @mandisa1-TT, @amahle-TT who have all been unfailingly polite and understanding towards one frustrated, bewildered, frightened and angry TalkTalk customer.  As I have mentioned before, my irritation is not directed at you, but at TalkTalk senior management who have put you in the invidious position of having to deal with so many people in the same position as me and (it would appear) not empowering you to provide honest answers.

Thanks also to @Gliwmaeden2, @Billx (and one other person who sent me a PM) for their support. I received more useful information and assistance from them than anyone else.

[amahle-TT]

Hi there @leramnep, we recognize that this process has taken longer than expected, and we are sorry for any inconvenience this may have caused. The issue we are addressing has a significant backlog, but I have re-escalated it, and everything should be resolved in the next 48 hours. Thank you for your understanding and patience.

[leramnep]

Unbelievable (or not, given the inability of TalkTalk to act in a timely manner).

Today, Wednesday 27 August, I have received yet another email from TalkTalk saying, "We wanted to remind you that, as your mailbox is not attached to a TalkTalk broadband contract, we’ll start restricting account access from 8 September. Once complete, you’ll no longer be able to log into your email."

How to add insult to injury.

I do have a current TalkTalk broadband account and despite numerous requests on my part and numerous escalations from the TalkTalk Support Team staff, TalkTalk have still failed to link my email addresses to my TalkTalk broadband account. My first request was on 30 July. Is this a record for lack of resolution?

[leramnep]

Today is Wednesday 27 August 2025.

Day 31 of not being able to send emails.

[leramnep]

The issue has been escalated so many times it is in the stratosphere.

But still no resolution.

[leramnep]

Today is Tuesday 26 August 2025.

Day 30 of not being able to send emails.

I've been told today that my email addresses will be added to the list being sent to OX tomorrow, as today's file has already been submitted. (I wonder why I was not on today's list given the unacceptable length of time I have had to wait.) Once OX receives the updated details, my service should be restored within 48 hours.

No idea what OX is - more impenetrable TalkTalk internal jargon.

I am now looking forward to Friday when full service should be restored.

[amahle-TT]

We do apologize for the this, but the issue has been escalated, and the relevant team is working on this, thanks.

[leramnep]

Well, waddya know.....

Monday 25 August is a bank holiday in the UK.

Unfortunately, nobody thought to let the Support Team staff know this.

One of the CEO complaints team has been trying to help but is receiving no response.

So it is likely that I will still be unable to send emails until Tuesday 26 August (at the earliest).

I have now been unable to send emails for four weeks.

As demonstrated by their lack of action, TalkTalk thinks this is OK. I don't.

September 8 is looming ever closer.

Is there no end to TalkTalk's incompetence?

[amahle-TT]

Yes, it is a call back, thanks. 

[leramnep]

@amahle-TT 

What does "a callback task" mean? Please do not use Support Team jargon to a member of the public.

I take it you mean that someone will call me between 12.00 and 14.00 today.

I do not understand why someone needs to call me. My emails to the complaints teams were clear. All my comments here are clear and I have provided all the information I can.

However, I shall make myself available between 12.00 and 14.00 and look forward to an honest explanation about why I still do not have full access to my email.

I have now been unable to send emails for 29 days.

[amahle-TT]

Hi there, I have gained access to your account, and I do see that the complaint was opened on Thursday for you regarding this issue and a callback task has been booked for the 25.08.2025 between 12:00- 14:00, thanks.

[leramnep]

Thank you @Mandisa-TT 

I look forward to having full email functionality on Monday.

[Mandisa-TT]

I understand your concerns. We have escalated the issue for you once more, and it is still within the turnaround time for the previous escalation. Your services should be operational by Monday.

[leramnep]

Today is Friday 22 August 2025.

Day 26 of not being able to send emails.

[mandisa1-TT]

The form was completed for you and we later on raised an escalation that the issue has not been resolved, please bear with us they are working on it and your email access will be restored.

[leramnep]

On 5 August I was told, "....expect your email access to be restored within the next 48 hours."

On 7 August I was told, "The escalation submitted takes 48 working hours to be resolved." 

I did notice the not so subtle change of messaging.

Today is Thursday 21 August. Still no resolution. 

Surely even 48 working hours have now passed.

[mandisa1-TT]

We do not have a time frame of when the issue will be resolved as we have raised an escalation and waiting for the back-office team to resolve. We have shared our complaints process via private messages. You have an active broadband account with us, and you will not have to subscribe to Everymail, please bear with us we are trying to resolve the issue for you.

[leramnep]

I have now earned the Motor Mouth badge.

I find this both insulting and patronising.

"Motormouth" is a term for someone who talks excessively and rapidly, often without thinking.

I am having to post here because TalkTalk have failed to restore full access to my email account after three weeks. I have a problem, created by TalkTalk, and I need it to be resolved.

Please re-think the Motor Mouth badge. I suspect that the majority of people who post here are not children.