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.

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[Mandisa-TT]

Currently, there are no updates regarding your account. However, please be assured that your complaint is open, and our complaints team will reach out to you. I have also updated your complaint for further reference.

[Billx]

Hi, @Anonymous 

I have an issue very much related to yours. I wrote a new thread.

Because it was a bit controversial, one of the Community Stars thought it wise to send it to Timbuktu, out of sight.

It is currently at, https://community.talktalk.co.uk/t5/Technology/TalkTalk-email-Everymail-email-Open-Xchange/m-p/3121555#M28278

Bill

[Anonymous]

@amahle-TT, @Mandisa-TT

Another day has passed, without progress. That's not good enough. TalkTalk should be doing its utmost to resolve this situation, and stop unnecessarily inconveniencing some of its customers.

Do you have any update on progress yet?

[Mandisa-TT]

They will be doing a follow up on your complaint, there is no callback booked. They will be working on resolving your issue, if they need to call you, they will be able to give you call then or setup a callback.

[Anonymous]

@Mandisa-TT

I spoke with Naman in the CEO office at around 12:00 yesterday. Are you saying that I will be contacted again today at 12:00?

[Mandisa-TT]

Hi @nameunknown I apologize for any inconvenience. I have located your account and see that a complaint was opened yesterday by an agent, along with your intention to escalate the matter to the CEO. However, there is no notes on the account of the receival of the message that you sent. A follow-up regarding the complaint will take place today at 12:00.

[Anonymous]

I have just sent this message to the TalkTalk CEO's office.

FAO Susie Buckridge

Urgent Action Required

As a result of the failure on the part of TalkTalk to foresee that some customers may have TalkTalk email accounts that are not linked to their current, active TalkTalk account, some customers are now being inconvenienced by restrictions imposed on their email accounts.

In spite of me raising the issue with TalkTalk when I received the email from TalkTalk on 17 June about subscribing, I now have restrictions on my email accounts. At that time, I clearly stated the issue is that my 5 email accounts need to be linked to my current TalkTalk account. I have spent a significant amount of time over the past 6 weeks trying to get TalkTalk Support to understand the issue, and ensure the necessary actions are taken.

Having failed to foresee the issue, TalkTalk certainly became aware of it after the email sent out mid June. At that time TalkTalk ought to have formulated a plan to deal with the situation, and sent a further email to customers clearly informing them of what steps to take if they have email accounts that are not linked to their current TalkTalk account, and briefed their Customer Support staff accordingly. Instead it has been a complete shambles.

In the short term, until customers' email accounts are linked to their active TalkTalk account, TalkTalk/Everymail should remove the restrictions, and delay the deadline for subscribing.

In addition to the full functionality of my emails accounts being re-instated, I also request TalkTalk investigate why TalkTalk failed to take appropriate action, to ensure there is not a similar occurrence.

Please respond to let me know that this message has been received, and the necessary is being action to rectify the situation.

[Anonymous]

TalkTalk scores 0 out of 5!

0 out of 5

[amahle-TT]

I have escalated this for you, kindly bear with us as we are waiting for feedback.

[Anonymous]

@amahle-TT, @Philile-TT, @nambuso-TT, @kanya-TT, @sabelo-TT

I need this resolved quickly.

As a result of TalkTalk failing to get a grasp of the situation quickly enough (6 weeks not being long enough), I can no longer send emails using the TalkTalk emails accounts that I have been using for the last 15 years.

TalkTalk should not have allowed this situation to happen. The imposition of restrictions ought to have been delayed to avoid the inconvenience that it is causing to me, and presumably others.

[Anonymous]

@amahle-TT

When can I expect to see results of this latest escalation. TalkTalk has already had 6 weeks to sort this out.

There needs to be an investigation into why TalkTalk failed to act when it became aware of the issue after sending out the emails about subscribing on 17 June, and customers began informing TalkTalk, as I did, that their email accounts needed to be linked to their active TalkTalk account. I will be in contact with the TalkTalk CEO on this issue.

[amahle-TT]

I am sorry for this. Kindly bear with us as this has been escalated for you, thanks.

[Anonymous]

---

@Philile-TT wrote:

As long as you have an active broadband account and the email is linked with the account it will still function.  

---

@Philile-TT

Unfortunately, as I suspected would happen, I am now blocked from sending emails. I first raised this issue on 17 June, informing you that my 5 TalkTalk email accounts needed to be linked to my current TalkTalk MyAccount.

Here is the popup message that appears in webmail:

webmail message

Here is the response from the System Administrator, when attempting to send an email:

postmaster response

I am furious with TalkTalk.  Please resolve this without delay.

Note that I have created a new account for nameunknown0, as I lost access to the account for nameunknown, because I had to re-register for TalkTalk MyAccount after TalkTalk deregistered it for reasons I have yet to find out.

[Philile-TT]

As long as you have an active broadband account and the email is linked with the account it will still function.  

[nameunknown]

Yes, the forms were submitted on 21 July, 4 days ago, but I first raised the issue on 17 June. For details of what took pace since then, see my summary here:
https://community.talktalk.co.uk/t5/Email/TalkTalk-Mailbox-Manager/m-p/3119869?_gl=1*divfh7*_up*MQ.....

I hope the team is working on it over the weekend.

Will the email accounts still have full functionality or not on/after Monday 28 July. Place your bets now.

[Philile-TT]

@nameunknown the forms were submitted on the 21st of July could you please allow the team that is working on this to receive the request and action it. 

[nameunknown]

On 21 July I was advised to "We advise you to monitor the fault for further updates", the 'fault' being the erroneous warnings to subscribe.

I can confirm the fault is still present, and no doubt will still be present on 28 July.

Let's hope the fault does not extend to preventing the sending of emails, the restriction that comes in on 28 July for those who have not subscribed, which should only apply to those whose internet service is no longer provided by TalkTalk.

[Billx]

@nameunknown 

It is obvious that for a TalkTalk MyAccount broadband customer there needs to be a place, where all of up-to 5 email addresses are recorded, in order not to be charged. Currently there is no such place, where they can be recorded automatically, or manually by the customer.

I also don't understand why TalkTalk staff are filling in some type of 'web form'. in order to achieve this, instead of the customers themselves.

[Billx]

Wow, @nameunknown 

I have been re-reading a couple of your threads.

What a marathon you've been through. And what a Herculean task you are still performing.

All in the cause of facing TalkTalk's/Open-Xchange's mad AI.

One would have thought that the basic things would have been taken care of.

By the way, I followed your logic, in preferring a TalkTalk email address, rather than a non-TalkTalk email address, 

to use within 'MyAccount'. But even though I have done that, TalkTalk AI has again half performed the task, and I am still waiting for the other half of the task to be performed. Unbelievable.

Bill

[nambuso-TT]

I understand and please be advised that since your account is active, you will not be affected by this change. These emails are system generated, and you were sent this in error. 

We again assure you Nigel, that your request to have your linked and to remove the error showing in your email screen has been submitted as I checked on your account. 

As you have an ongoing complaint, we will update your dissatisfactions about on how this was handled on the notes.

Thank you