Setting up EveryMail subscription

[garyw01]

(Already posted this as Reply on another thread but starting new thread since support usually seem to ask this)

Hi,

I recently cancelled my talktalk broadband too and wish to retain my pipex email addresses. I was told to subscribe to everymail. I went to everymail.com and clicked subscribe, entered my pipex email/password, which it recognised and then took me to what looks like my usual talktalk  webmail inbox. Looking at the URL though, it does look like the inbox is being hosted by everymail.

The problem is, since I only recently cancelled my talktalk broadband I didn't receive the email about the transition/migration steps that other ex-talktalk customers refer to in other threads on these support pages. In particular, I can find nowhere on the everymail pages where I can actually subscribe as a paying customer and no information on talktalk support pages on how to do this (talktalk's "Email-Transition-FAQs" page has no information on this). From what I understand, the current everymail service I am subscribed to is only a temporary arrangement.

Can anyone from talktalk please help with this ? Maybe the missing email will explain everything if it could be forwarded to me ?

Thanks,

Gary

[Philile-TT]

@Daleboy1 To start your thread click the Browse button, then Help With Your Service and select the appropriate category. You will then see a Blue Button "Start A Topic"

[Daleboy1]

Can you please keep me advised? I have the same issue as Gary? I have tried to create another thread but don't know how to do it. I'm not a regular poster.

[Philile-TT]

@garyw01 If you would like to call in, please use the customer services number 03451720088 during these hours Monday - Friday 9am - 7pm ; Saturday - 9am - 6pm ; Sunday - Closed. 

[garyw01]

@Daleboy1 

"It looks to me that I have been "partially" migrated to Everymail as I can log on the Everymail with my TalkTalk e-mail address and password. There is no facility to add direct debit details to pay the £5 per month."

I see the same thing. In the Mailbox manager page you should see a 'subscribe' icon but I see nothing. Nor any of the other things mentioned in other threads on this forum: banner on the Webmail page offering Everymail subscription, an email from TalkTalk detailing the transition to Everymail.

EDIT: Also, there is very limited support on Everymail's support page. To have access to real human support via chat you need to be an 'admin' user, but you can only assign admin role if you have first subscribed. For unsubscribed users there is a chatbot available on the support page. The chatbot advises you to visit the support page. That is, the place where you found the chatbot. I could find no phone numbers for Everymail published anywhere. Dismal !

You should, as advised, start a new thread so that support will start looking at your problems.

Regards,

@garyw01 

[garyw01]

@Philile-TT 

@kanya-TT 

@nomfezeko-TT 

@angelique-TT

Who should I phone to get some confirmation that TalkTalk will continue my email access until such time as the promised transition to Everymail can be done ?

Thanks,

@garyw01 

[garyw01]

@Daleboy1 

No. Second time round the loop !!!

@garyw01 

[Philile-TT]

@garyw01 we cannot advise of something that is not within our department, we have been advised that we should escalate such cases hence I have escalated. 

[garyw01]

@Philile-TT 

@kanya-TT 

@nomfezeko-TT 

@angelique-TT 

If at some point, you have still been unable to resolve this and my email service becomes unavailable due to some deadline date passing, what will you be able to do ? Will you be able to restore my email service while you carry on working towards a resolution ?

Please can you advise ?

@garyw01 

[Daleboy1]

Hi Gary, did you get this sorted?

[Philile-TT]

@Daleboy1 please start your own thread for assistance. Thanks

[Philile-TT]

@garyw01 the reason as to why I am escalating this to the project team is because you recently disconnected your broadband hence you did not receive a link to subscribe, we cannot confirm and say yes your emails will be working only to find out that it will disconnect and When it does it will be like we have mis-informed you. You need a link to subscribe, and we are not able to send that link you hence we are escalating. 

[Daleboy1]

Has this issue been resolved yet? I am trying very hard to find out how I subscribe to Everymail and pay my £5 per month. I am extremely worried that I may lose all of my historical e-mails if I don't pay.

I cancelled my broadband contract with Talktalk in June but still wish to keep my e-mail system.

It looks to me that I have been "partially" migrated to Everymail as I can log on the Everymail with my TalkTalk e-mail address and password. There is no facility to add direct debit details to pay the £5 per month.

I have been chatting with TalkTalk Complaints Manager (Mandy) for a few weeks now but don't seem to be getting anywhere. Mandy has tried various things but nothing has worked.

Can anyone please advise? I am getting desperate. 

[garyw01]

@Philile-TT 

@kanya-TT 

@nomfezeko-TT 

@angelique-TT 

Thanks. This has been previously escalated without resolution. We seem to be going round the same loop once more.

I am simply attempting to subscribe to a paid for service which I was assured would be available when I inquired about
cancelling my broadband account but it seems to be proving quite difficult.

Cut-off dates/deadlines are mentioned in various places: TalkTalk's transition FAQ, Everymail support pages and on this forum. I am concerned that my email services will cease (or become restricted) at some point before you can resolve this problem.

I have asked several times if you can confirm that normal email service will remain until the problem is resolved but have received no response.

Can someone confirm that full email service will remain until this matter is resolved ?

Thanks

@garyw01 

[Philile-TT]

No worries, I will escalate this for you, please allow 72 working hours for feedback. 

[garyw01]

@Philile-TT 

There is no link. Maybe you forgot to add it ?

If you were directing me to everymail.com home page and the 'subscribe' button I've already tried this many times (and again just now in case something just had been fixed).

Via the Everymail subscribe button I can enter the talk talk management page and am expecting to see an option to subscribe but I see only the usual icons (home, mailbox manager).

Please advise ?

Thanks,

@garyw01 

[Philile-TT]

@garyw01 please click on the below link, on the upper right there is a sign in or subscribe option, click on subscribe if you are unable kindly let me know. 

[garyw01]

@kanya-TT 

Apologies I may have misunderstood. I think maybe you were answering my question.

As you said "This should be case, in the event that you are or were part of the Mailplus migration to Everymail"

As I already answered, I was never a Mailplus customer.

So what is the case given that I am simply a customer whose email service was part of a broadband package ? That is: Can you confirm that, despite various cutoff dates and time limits being mentioned in the transition FAQ and elsewhere, that my email service will continue as normal until this matter is resolved ?

Thanks,

@garyw01 

[garyw01]

@kanya-TT 

You say "This should be case..." I'm confused as to what is the "this" you refer to. Can you please clarify ?

Regarding "in the event that you are or were part of the Mailplus migration to Everymail" - I was never a Mailplus customer. As a broadband customer my email service came as part of the package.

And just to confirm (again) - I received no communication about Everymail migration. I only came to learn about Everymail after I queried the online support about continuing the email service (as I already mentioned) when I was considering cancelling my broadband contract.

Also, regarding my earlier question:   "Can you confirm that, despite various cutoff dates and time limits being mentioned in the transition FAQ and elsewhere, that my email service will continue as normal until this matter is resolved ?"

Thanks,

@garyw01 

[kanya-TT]

This should be case, in the event that you are or were part of the Mailplus migration to Everymail, this is why we've asked about whether you did receive comms about that migration to Everymail. 

Kanya

[garyw01]

@kanya-TT 

Nothing received.

Also, just logged into Mailbox manager via Everymail and still not seeing 'subscribe' button.

Regarding my earlier question:   "Can you confirm that, despite various cutoff dates and time limits being mentioned in the transition FAQ and elsewhere, that my email service will continue as normal until this matter is resolved ?"

Please can you advise ?

Thanks,

@garyw01