Take action, your TalkTalk Mailbox will soon be closed

[ltk007]

I keep receiving these emails from TT even though I am a paying broadband customer. I have called the helpline twice and have been informed that my email address has been passed to the technical team to remove it from the list of emails to be migrated to the EveryMail paid-for service. On the first call I was informed that I would receive an email confirming the issue had been resolved within 48 hours. 4 days later I called back to be told the same thing again. See the pattern... After requesting to speak to the manager I was placed on hold and then informed that my email address has been removed from the list. Today I received another email from TT saying that as I am not a paying broadband customer I have to subscribe to the paid-for service. Why is this so difficult for TT to resolve? I have an old gateway.net account.

[Gliwmaeden2]

It's unbelievable. 

All you can do most immediately is make sure that you have informed important contacts that this address is no longer viable, set up a free account with Gmail  / Yahoo  / Hotmail  / whoever, and inform the contacts re the new address.

Having email associated with an ISP used to be one of their selling points - sadly, it's become a liability. 

[ltk007]

To confirm I have not subscribed to EveryMail and when I attempt to send emails I am blocked by TT. When I log into my TT webmail account there is a banner stating that I am now blocked from sending emails as I am not a paying broadband customer. But I am. A popup appears requesting that I subscribe to EveryMail whcih I will do at some point as I cannot afford to lose my email address. At that point I will raise a claim in the small claims court to recover my subscription costs. The reference to contacting EveryMail was an attempt to blame EveryMail for the issue. At one point TT attempted to blame me for the issue as I had to provide a non TT email address to login into myaccount as a result of the previous hack on their systems. Their technical team would not allow me to use a TT email address and somehow this is my fault - Desperately clutching at straws!

[ltk007]

Raising a complaint does not work either as the technical team just do not understand how to resolve the issue after the webform is completed and submitted and the process fails. These may be outlier use cases that the TT technical team had not considered.

[ltk007]

Log into your online webmail account - There will be a banner at the top stating that you are now blocked from sending emails unless you subscribe to EveryMail even if you are a paying broad band customer. If you are not blocked from sending emails your issue may have been resolved. No guarantees with TT. 

[ltk007]

I only wish that was true. The web form has been completed twice and submitted and I am now blocked from sending emails. After another call to the suport desk I have been informed that there is nothing they can do and I have to subscribe to EveryMail - Small claims court it is.

[fr8ys]

@ltk007 have you actually signed up to Everymail and are in a trial period or have set up your subscription as this could be the reason you are being asked to contact them direct.

If so then it's doubtful that it can be transferred back, but you need to keep on at TalkTalk so if it's not a case you have signed up they need to resolve 

[Gliwmaeden2]

Thank you so much for your update, @ltk007.

I'd already alerted the forum manager that we are seeing these reports of the system not working correctly for salvaging your emails and it's very helpful to know where you are with it all - basically very grim.

Thank you for mentioning that your email service is currently actually stuck with Everymail  - ahead of the deadlines. I sincerely hope that Talktalk will take effective action. 

[ltk007]

Update – After speaking with TT’s email technical support team, I have now been informed that they are unable to resolve the issue directly and that I need to contact EveryMail to have my account removed from the blocked sender list. A web form has been completed and sent to EveryMail and they are not actioning the request to reassociate the email address with my broadband service. Unfortunately, they were unable to provide any contact details for EveryMail. 

I am currently awaiting a call from a senior manager within TT’s technical team and have also submitted a formal complaint. Although I was advised that the complaint had been logged, no reference number could be provided at this stage.

I will also be escalating the matter further via email to the TT CEO, as I am very disappointed with the level of customer service and support received throughout this process. In particular, the handling of the issue by the technical support team has been frustrating, with conflicting information and no clear resolution offered.

[ltk007]

And so the saga continues. Spent nearly an hour on the phone to TT and they have confirmed that my email address was not forwarded to the escalation team. I was informed that this would be resolved on Saturday and here we are on Monday and I am blocked from sending emails eventhough I am a paying customer. Complaint now being drafted.

[Gliwmaeden2]

@Starfleet  keep chasing them to complete the form. If the notice about Everymail doesn't vanish after 48 hours chase again until it does.

Using the Complaints procedure (linked at the foot of every Talktalk page) may also be helpful. 

[Starfleet]

I got this email too again today, despite getting in touch with TT 3 times, I'm getting to worried

[Gliwmaeden2]

@ltk007, the agents shouldn't be just removing you from a list - ask them if they have completed a web form to reassociate your email address with your current broadband service. 

Hopefully that will stop this recurring loop.

[fr8ys]

Unfortunately, support staff are no longer available here and this will require you contact TalkTalk directly as the forum is now peer to peer and this is something we are, on this occasion, unable to help you with.
Please see the link in my signature for ways to contact TalkTalk.