TalkTalk Mailbox Manager

[nameunknown]

On 17 June, I received an email from TalkTalk stating "We’ve continued to provide your TalkTalk email service free of charge for some time. However, as you’re no longer a TalkTalk broadband customer, we’re unable to continue offering it at no cost."

However, TalkTalk is my internet service provider, and therefore I should not have received this. I was informed by TalkTalk that a web form was submitted to deal with this.

Whilst I have not received any further emails, as of 1 July I see changes in the TalkTalk Mailbox Manager. After logging in I see:

The subscription charges shown, are what I was told I would have to pay as an email account user who is no longer a TalkTalk internet service customer.

I note that it says "Upgrade Your Email Experience".

Why has this appeared?

- Is it because in TalkTalk Mailbox Manager account, I am still identified as a an email account user who is no longer a TalkTalk internet service customer?

- Alternatively, has this appeared even though I am a TalkTalk internet service customer, with the service being ad free if I subscribe/upgrade?

Based on information I have received from another TalkTalk customer, it would appear to be the first of those two options.

I would like assurance from TalkTalk that I will not see any restrictions on use of the email accounts after 28 July, or complete loss of access to my email accounts on 8 September, as a result of any mix up at TalkTalk.

Some clear communications from TalkTalk on this matter would be helpful.

Upgrade with Everymail

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[nameunknown]

@kanya-TT 

Is there no update yet?

I am still seeing this:

Red Warning Banner - Subscribe - Don't Wait

[kanya-TT]

We again, apologize for this. We are waiting for further updates on how to rectify this.  We will get back soon with an update.

Kanya

[nameunknown]

@kanya-TT 

Thank you for your response.

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@kanya-TT wrote:

Due to the ongoing OX email migration, customers are currently unable to link existing TalkTalk email accounts in MyAccount. This issue is being addressed as a priority.

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The TalkTalk Mailbox Manager is no longer accessed by logging in to MyAccount [https://auth.talktalk.co.uk/login/], instead it is accessed by logging in here https://apps.talktalk.co.uk/myaccount/#/login .

TalkTalk customers can no longer manage their email accounts via their TalkTalk MyAccount. The Mailbox Manager is now external to TalkTalk MyAccount (the account for a TalkTalk internet service). I would not expect that to change, either whilst the migration is ongoing, or after.

I am uncertain about how to interpret "This issue is being addressed as a priority".

I would expect there to be something like a flag in the TalkTalk Mailbox Manager account labelled 'active TalkTalk internet service' with possible values 'yes' or 'no' ('true' or 'false'). There must be something like that happening at the moment, because there are email account users who do not see the Subscribe tab (or the associated information about subscribing) in the Mailbox Manager, or the red banners in TalkTalk webmail advising users to subscribe or face restrictions (and subsequently lose all access).

I would like TalkTalk to provide me (and all other similarly affected TalkTalk customers) assurance by email that this issue will be resolved before 28 July (or the restrictions due to start on 28 July will be postponed), so that we do not face restrictions or lose access to email accounts. That is the least TalkTalk should be doing. I should not have to spend any further time chasing up TalkTalk on this issue.

[kanya-TT]

I now fully understand that the email address in question is not associated with your current active TalkTalk broadband account. Since you still have an active broadband account, it's reasonable for you to question the charges for the other email account that was previously linked to TalkTalk or, as in your case, associated with your old account.

Ideally, we would have assisted you in linking all these email accounts to your current active TalkTalk broadband through MyAccount, but that option is no longer available. Due to the ongoing OX email migration, customers are currently unable to link existing TalkTalk email accounts in MyAccount. This issue is being addressed as a priority.

Kanya

[nameunknown]

@kanya-TT ,

Thank you for your prompt response.

I have not subscribed when prompted, because I have no intention of paying for the service.

The TalkTalk email address for the email account in which I received the email with the subject "Important information about changes to your TalkTalk Email" is not the email address I use for my current, active TalKTalk account. It is the TalkTalk email address for a previous TalkTalk account.

That is the short answer to your questions. What follows provides further details. I have redacted some details here, and sent you a copy without any redaction by private message.

I received the email with the subject "Important information about changes to your TalkTalk Email" in account **********@talktalk.net on 17 June.

The email address **********@talktalk.net is the login email address for account **********. My 5 TalkTalk email addresses were managed through this TalkTalk account using the Mailbox Manager in MyAccount. This was my TalkTalk account from April 2010, when Tiscali services migrated to TalkTalk, until May 2019 (when I switched to the Post Office, and received an internet service that used the TalkTalk network for less than TalkTalk wanted to charge. The Post Office internet service was subsequently migrated to Shell Energy, which also used the TalkTalk network).

I raised the issue about receiving the email on the TalkTalk Community, and received a message from nambuso-TT that says

"I can see that you have an active broadband account and you will not be affected by this. I will now fill in a webform for you so we can stop any further comms related to this movement going your way."

That does appear to have stopped further emails relating to subscribing to the email service, but it has not stopped the information about subscribing appearing in both the Mailbox Manager (now external to MyAccount) and in the red banners on TalkTalk Webmail.

Whilst Mailbox Manager was in TalkTalk MyAccount, I logged in to my current, active TalKTalk account (No. **********) with a non TalkTalk email address. It was not possible to use any of my 5 TalkTalk email addresses. When I tried, I got a message saying that it was linked to another account. Once Mailbox Manager was moved external to MyAccount, I was able to change the login email for MyAccount to a TalkTalk email address, which is now the way it is. The login email address for this account is **********@talktalk.net.

There is another TalkTalk account that was created when I was migrated from Shell Energy to TalkTalk in July 2024. The account number is **********. The login email address for that account is currently **********@talktalk.net.

As you can see from the above details, my internet service has been via the TalkTalk network since April 2010. If TalkTalk had been willing to agree to charge the same as the Post Office for the same service, then I would have had just my original TalkTalk account with the 5 email accounts linked to it, and the issue that is presently occurring with my emails accounts would not have arisen.

[kanya-TT]

Hi @nameunknown.

Just want to be clear, the email you are receiving this message is not the current email attached to your active TalkTalk broadband? secondly did you by any chance subscribe when you were prompted. 

Kanya

[nameunknown]

Having just logged in to an email account using webmail (rather than using my email app as I usually would), I see this:

Subscribe to TalkTalk Webmail

What it says in the red banner could not be clearer. I will no longer be able to send emails, if I do not subscribe by 28 July.

This means that TalkTalk/Everymail has not yet completed the process of identifying these email accounts as belonging to a an email account user who is a TalkTalk internet service customer.

Please sort this out, so I have no disruption to the email service for any of my 5 email accounts.