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

Subscribe with Everymail

[nameunknown_]

Is it any surprise?

Latest Ofcom figures show TalkTalk attracted the most complaints from broadband consumers over the last quarter.

Ofcom Report

[Billx]

Thanks much @Gliwmaeden2 

[Gliwmaeden2]

Nobody messed it up.

You automatically show as "Anonymous" if you leave the forum.

You'll see that some of the old OCEs are now named Anonymous but the posts remain.

That doesn't stop you coming back in a new incarnation. 

[Billx]

Hi, @nameunknown_ 

Any idea who messed up with your second TalkTalk Community username, @nameunknown0  ?

It's been changed by someone to Anonymous

Congratulations, by the way.

Bill

[Gliwmaeden2]

Hopefully that will help some people, if they feel brave about trying it, @nameunknown_!

[nameunknown_]

TalkTalk has taken far too long to resolve the issue, so I have taken matters into my own hands.

Having discovered (at 2:20am on Saturday) that the requirement to subscribe has been removed from my Mailbox Manager, and 3 of my 5  email accounts no longer have any restriction on the account, i.e. I can send emails, I decided to experiment with a DIY fix for the other 2 email accounts.

I saved emails from the accounts to local folders in my email application, deleted and recreated the email accounts in Mailbox Manager, and restored the emails. Mailbox Manager allowed the same email address to be created again.

Now I have no restrictions on any of my email accounts, unless TalkTalk/Everymail mess something up again.

I do not recommend that any current TalkTalk customer who still has the subscribe tab in their Mailbox Manager https://apps.talktalk.co.uk/myaccount/#/login attempts to remove restrictions on an email account by deleting and restoring it. I only tried this on a restricted email account after the subscribe tab had been removed from the Mailbox Manager.

[nameunknown_]

I should have received a call from Naman Gaba today between 10:00 and 12:00. It's almost 14:00, and still I have had no call from him.

[Anonymous]

It is now 2:20am on Saturday.

I see that 3 of my 5 email accounts no longer have any restriction on the account, i.e. I can send emails. Why only 3 of 5 is a mystery.

Unfortunately my TalkTalk MyAccount has been de-registered yet again. The email address for MyAccount login was not a TalkTalk email address. Why my TalkTalk MyAccount has been de-registered again is also a mystery.

[Mimi_London]

Like yourself, I am similarly affected, having first got in touch with Talk Talk customer services in June  who kept telling me not to worry, it'll be fine . . . . .until my emails suddenly stopped sending Tues 28th July. 

Technical teams usually respond quickly to crisis that impact a lot of paying users & they will be able to find decent code writers & system architects.

I expect the problem is also one of finance & contracts given Talk Talk & their migrated email provider are separate companies. They're probably haggling over the cash of who does what, who pays who, the blaim & the claims to protect themselves. Sadly, within this set up the paying customer can get lost, as mere numbers on a page, even though our monthly payments keep their business alive.

Meanwhile their valuable customers who fill the coffers are denied sending out important responses to medical, financial & personal issues, let alone the nightmare for those shortly moving house, in hospital & on holiday abroad who have suddenly found they are isolated from sending emails - with important info stuck in draft limbo. 

Talk Talk FAQs webpages are not even updated yet to acknowledge that a good proportion of their existing customers have email send restrictions / problems & that the Mailbox Manager after email migration is no longer available from Talk Talk side i.e. their helpful FAQ info is no longer valid.

As a Comms company you would expect them to have better public Comms to their customers.

Myself & many other existing customers share your pain on this! 

[Anonymous]

It's day 5 in the TalkTalk house.

The housemates are split into 3 teams, the Support team, the Complaints team, and the Technical team. The Support team and the Complaints team can only communicate with the Technical team by webform.

The Support team and the Complaints team have diligently completed the webforms, and submitted them to the Technical team, but the Technical team as yet have no idea what to do, and are keeping quiet. Meanwhile, the Support team and the Complaints team await the Technical team's feedback.

It seems increasingly unlikely the situation will change before the coming weekend.

[Anonymous]

After sending yet another email to the CEO Office  today, I have received this response:

We understand how incredibly frustrating this experience must be especially knowing that you’ve already submitted a webform, yet the issue persists. Please know that you’ve done everything right, and it’s truly regrettable that you're still facing this inconvenience due to what appears to be a system error.

I’ve escalated the matter to our specialist team, and they’ve confirmed they’re now reviewing it closely. I'm actively following up and doing everything I can to ensure this is resolved for you as swiftly as possible. While I’m currently waiting on their response, I want you to know that your case is being treated with urgency and care.

As soon as I receive any update, I will reach out to you immediately. Thank you so much for your patience and understanding. 

Regards,
Naman
CEO Office

I hope this specialist team has the specialism to resolve this today.

Surely it should be something as simple as changing 'email account belongs to a customer whose internet service is currently provided by TalkTalk' from false to true. Oh hang on, this is TalkTalk, so it is likely to be far more complicated than that!

[Anonymous]

Day 5 of erroneous restrictions on TalkTalk email accounts commences.

On 21-07-2025 at 04:31 PM @kanya-TT sent a private message saying:
We've been advised the fault is still being investigated and a detailed update is not currently available.
We advise you to monitor the fault for further updates

I can confirm the 'fault' is still present, and since 28 July I can no longer send emails from any of the 5 TalkTalk email accounts. There is no point me continuing to monitor the status, as it seems that TalkTalk is not taking any action to resolve the issue.

Simply waiting for something to happen without communicating with someone who understands what needs to be done is unlikely to result in this being resolved quickly, as has been shown over the past weeks.

I request that TalkTalk thoroughly investigates what action must be taken, and by whom, to link my 5 email accounts to my current TalkTalk account, and having done that, then ensures the required action is completed today, so that I have no restrictions on my email accounts from today.

Someone at TalkTalk needs to take responsibility for ensuring that the issue is resolved for all affected customers.

I note from Ofcom's report on 1 May 2025 that TalkTalk is one of the most complained-about broadband providers, which does not surprise me at all given my experience since being migrated to TalkTalk in July last year.

[Anonymous]

Brilliant?

After sending yet another email to the CEO Office, I finally get a response from Naman Gaga, my complaint handler.

He has submitted a duplicate of the webform that was submitted by @kanya-TT on 21 July. I have no idea why he has done that without first investigating what action has been taken as a result of the previous webform submission.

On 23 July

---

@nambuso-TT wrote:

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. 

---

On 25 July

---

@Philile-TT wrote:

@nameknown 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. 

---

Please can someone contact the recipient of the webform, ideally by telephone, and enquire what action has been taken since 21 July, and why this has not resulted in me having unrestricted use of my email accounts.

[Anonymous]

Welcome to TalkTalk.

Let's be honest, sometimes we mess up, who doesn't.

We will always try to put things right, but it may take us weeks to grasp what the issue is, and several more weeks whilst we attempt to put it right.

We ask for your patience during this time, in the knowledge that we are taking your concerns seriously.

We sincerely apologise for the inconvenience, and hope that this negative experience with TalkTalk does not result in you deciding to switch to another provider.

We would be sorry to see you leave, because quite honestly we are losing too many customers of late, but we wish you well, if that is what you decide.

[PhilipL]

Compensation for distress or inconvenience, examples of what is reasonable to expect from financial ombudsman site for consumers.

Might be helpful 

https://www.financial-ombudsman.org.uk/consumers/expect/compensation-for-distress-or-inconvenience 

[Mandisa-TT]

I understand and I sincerely apologize for the wait you have encountered regarding your complaint. We understand that this delay can be frustrating, and we appreciate your patience during this time.
 

Please be assured that your concerns are being taken seriously, and you will be receiving a call from the CEO's office to discuss your complaint in detail.

[Anonymous]

@Mandisa-TT

I called the Customer Services team, and was transferred to the Complaints team, but that team was unable to assist because my complaint is being handled by a different team in the CEO office. I asked to be transferred to Naman Gaba, but was told that is not possible. So, no help there.

[Mandisa-TT]

I understand however, you will need to call through to the customer services team and they will be able to put you through to the complaint team and they will be able to assist you with your complaint. 

[Anonymous]

@Mandisa-TT

As I still have the inconvenience of not being able to send emails for the third day now, I called TalkTalk Customer Service this morning. I was told there was a follow-up at 12:00. I asked that Naman Gaba, my complaint handler, contacted me to inform me of progress after that follow-up, and a note was made on my account to that effect. It is now 13:00, and I have not been contacted.

How much longer will TalkTalk leave me in the dark with restrictions on my email accounts?

Why isn't TalkTalk doing what I suggested about lifting the restrictions and delaying the deadline for subscribing until this shambles is sorted out?

It is unacceptable that TalkTalk continues to inconvenience its customers totally unnecessarily.

[Billx]

@Anonymous 

Also, bear in mind, what is now happening at Virgin Media ISP.

Virgin Media are also tied, like TalkTalk to Open-Xchange (for many years).

Virgin Media are currently going through a process very similar to TalkTalk.

Requiring linking existing email accounts, to active broadband/internet accounts,

sometimes requiring non-Virgin Media email addresses to login in some cases,

customers nor being able to use their email accounts and send emails. etc etc.

Virgin Media customers are even more furious than TalkTalk's

Bill