Transfer email address for bereaved customer

[navstuff]

My father recently died and I have been transferring over the account to my stepmother. Only problem is she cannot take the old email address with her. However, I note that if someone changes providers they can pay an amount to still access emails for a fee. 
Why can't this be done in the case of my stepmother. Is it because she is staying with TalkTalk?

[Gondola]

Hi @navstuff 

I am so sorry for your loss.

I'll explain about email addresses and why these cannot be transferred with the ownership of a broadband service account. The UK's Data Protection regulations apply here. Nobody can legally inherit the use of an email address registered to and used by a person that's passed on. Not even a spouse or executor of an estate can legally take over the use of another person's email address / mailbox.

Is there any other aspect that we can help you with here? The TalkTalk Bereavement team will help your step mother with any other transfer issues.

[Gliwmaeden2]

If the email address was set up in your father's name (though husband and wife teams often do share) it can only be accessed now by the original user.

Contact the bereavement team for further support, @navstuff.

https://community.talktalk.co.uk/t5/Articles/Our-bereavement-team/ta-p/2205169