Threats to lose email access by 8 September 2025

[leramnep]

It is evident from the community forum that there are lots of broadband customers who are losing the ability to send emails. It seems from the long delays I am experiencing that TalkTalk is overwhelmed by a problem of their own creation.

The original notifications were unclear because if you had TalkTalk broadband you did not realise that you would be cut off.

Where can I go to suggest that TalkTalk halts the process immediately and remove the threat of denying all access to email accounts by 8 September to give themselves a chance to get their house in order?

[Mandisa-TT]

Thank you.

[Gliwmaeden2]

I will lock it to new posts.

[Mandisa-TT]

Thank you @Gliwmaeden2 I will closing this conversation I do see that the issue has been escalated for customer to have their email working again.

[Gliwmaeden2]

@Mandisa-TT, @leramnep has a thread for their particular issue on their other topic:

https://community.talktalk.co.uk/t5/Email/Please-link-my-email-to-my-broadband-account-and-confirm-w...

No point duplicating efforts. 

[Mandisa-TT]

Hi @leramnep I sincerely apologize for any inconvenience you're experiencing. I've reviewed your account and can confirm that your emails are linked to your broadband account. The issue was escalated on August 5, 2025, to restore your email functionality and for you to be removed from the EveryMail Migration. You will not be getting anymore emails about everymail. Could you please let me know if your emails are now working, or if you are still having trouble sending them? Thank you for your patience.

[Mandisa-TT]

Hi @leramnep I will look into this for you.

[Gliwmaeden2]

I agree, it's extraordinary that they have somehow lost track of the need to keep addresses linked to ongoing Broadband accounts for people returning to the ISP over the years. One would have thought that someone might have had the foresight long ago to ensure that such problems couldn't arise.

But your main point in posting this thread was to suggest that Talktalk should move the dates to allow time to sort out the mess.

I was suggesting that that request would have to be addressed to Everymail as much as to Talktalk. 

Talktalk cannot unilaterally just give the whole process more time so you would have to assume that they are locked in an agreement. 

You can't just ignore the fact that Talktalk itself is stuck with these dates, even if your case doesn't involve moving your emails to Everymail  - you're still caught up in the wheels of the Everymail agreement, like so many other customers whose emails should be staying within Talktalk's responsibility, but who currently find they can't send.

[leramnep]

Hello, @Gliwmaeden2 

Thanks again for your input.

I feel less and less confident about TalkTalk's ability to resolve this within an acceptable timescale. 

I have no intention of getting in touch with Everymail. As far as I am concerned I have no need to. I am a TalkTalk broadband customer and have been for many years, with a legacy email address from a business TalkTalk took over many years ago.

I understand why TalkTalk would want to offload their email customers who do not have broadband but I am not in that category.

TalkTalk made this decision to involve another organisation. TalkTalk have messed it up in my case (and in many others). It seems to me that their control of data is poor if they do not know who their broadband customers are.  (I appreciate that there will be some cases where the position is unclear.) It is now TalkTalk's responsibility to unravel their mess without further delay.

Thank you for again pointing me in the direction of the complaints process. I will be pursuing this but also at a higher level. Heads should roll.

[Gliwmaeden2]

All you can do is follow the Complaints process, linked at the foot of any Talktalk page, @leramnep.

Resolution cannot be speeded up for a problem that is unprecedented for Talktalk  - they will be having to plough through these webforms reassociating the valid email addresses with a current broadband account, and there's nothing automatic about it.

They are getting there with some customers' accounts already. 

Talktalk will also need to be checking that every email address genuinely qualifies - there have been a few unusual cases where people want to associate addresses that were never on their original account in the first place, for example. 

There are two companies involved in this mess too, so are you intending to reach out to Everymail as they had the system set up for the initial suspension of sending emails and then the subscription deadline? 

Yes it's extraordinarily stressful for customers, but do try to mitigate it in the short term by using an alternative address and informing vital contacts.

There are no staff on the forum over the weekend. 

[leramnep]

I am still frightened that I will lose all email access on 8 September.

Nothing that has been said so far inspires me with confidence.

[leramnep]

The problem is that TalkTalk are not being honest with their customers. They say they will escalate and sort out the problem and then do not deliver in the timescales they give. This is simply unacceptable.

Good customer service now would be for someone at a very senior level to hold up their hand, admit that they got this badly wrong and reassure customers that, because of the huge number of people affected and the long, long delays in resolving the problem, they will cancel the 8 September deadline for cutting off all email access until all those who do have TalkTalk broadband accounts have full email access reinstated.

Sadly, the chances of that happening (given past performance) would appear to be nil.

[amahle-TT]

TalkTalk is currently tackling the issue and is in the process of restoring email services for all customers who have been affected. We appreciate your patience as we work to resolve this matter. 

[leramnep]

The escalation was sent on 5 August. Today is 8 August. Surely the back office team should have received the escalation by now.

That was not the topic of this post.

My specific question was, "Where can I go to suggest that TalkTalk halts the process immediately and remove the threat of denying all access to email accounts by 8 September to give themselves a chance to get their house in order?"

[amahle-TT]

Soon when they receive the escalation.

[leramnep]

Hello, @amahle-TT 

What exactly does "shortly" mean?

[amahle-TT]

Hi there @leramnep, we apologize for the inconvenience. Your issue has been escalated to the appropriate team, and they will get in touch with you shortly. Thank you for your understanding.