on 08-10-2021 05:14 PM
I have 2 TalkTalk accounts but need to cancel one of them as we have moved out of the property. This account has 2 tiscali mailboxes associated with it which we are still using so I need to add these to my remaining account.
I am using Manage TalkTalk Mail in My Account but when I enter the tiscali email address and password I get a 'Loading' message followed by 'Sorry something went wrong and we were unable to add the TalkTalk email. Please try again later'.
I have had this issue escalated on 2 separate occasions now, one by someone in the Technical Dept. on 2nd October and again by someone on Live Chat on 5th October. On both occasions I was told that the problem would be fixed within 48 hours. It is now 8th October and the problem is still happening and I have had no update on when the issue will be resolved.
I need to cancel the account but does this mean I'm going to have to pay to keep these mailboxes active even though I should be able to link them to my other account.
on 26-11-2021 02:37 PM
on 19-11-2021 08:14 AM
Hi levans55, please don't do anything else. I've raised the escalation to the mail project team to have this sorted for you. As Gondola says absolutely do not under any circumstances delete the mailbox as they'll be lost to you if you do.
on 18-11-2021 02:43 PM
on 18-11-2021 02:36 PM
on 18-11-2021 02:30 PM
Sorry I've been away so unable to reply to your post. The situation now is that I'm past the 30 days notice on the cancelled account but I'm still unable to add the 2 tiscali mailboxes to my current talktalk.net account, same 'Sorry something went wrong' message. It looks as if the mailboxes are still attached to the cancelled account. Should I try and delete them from the old account before trying to add them to the current one? Just need to be certain that they'll still be available on webmail if it doesn't work.
on 12-10-2021 01:29 PM
Hi levans55, I've sent you 2 seperate personal messages. I need you respond to each message one for each account.
on 11-10-2021 09:19 AM
Hi levans55, are both accounts in your name? If they are I'll need to verify security for both with you.
on 09-10-2021 12:00 PM
on 09-10-2021 11:55 AM
I've changed the login email address on the unwanted account to a non-TalkTalk one. Is it ok to ask for that account to be cancelled now or should I wait until the tiscali email addresses have been successfully added to the remaining account by the support team?
on 09-10-2021 11:05 AM
Noted, but prepare the unwanted MyAccount for cancellation by setting up a non-TalkTalk email address for its login. The login still needs to be active for the 12 months after cancellation of the broadband service and if you leave a talktalk address as the login then it's going to remain linked to that account.
on 08-10-2021 07:57 PM
What I suggest is to prepare the unwanted MyAccount for cancellation by setting up a non-TalkTalk email address for its login.
That will then enable the easy transfer of the email addresses to the remaining MyAccount after cessation of the unwanted broadband service.
Cancellation of the unwanted broadband service requires a 30 day notice period. The cancelled MyAccount remains active for 12 months but as soon as the service is ceased at the end of the 30 day notice you should retry the adding of the email addresses to the remaining MyAccount.
If that doesn't work let us know. If you're ok with that plan just let us know. You'll not lose the email addresses.
However, if it's vital to get the transfer done faster and there are no more than 3 existing addresses in the wanted MyAccount then I'm sure TalkTalk Support here on Community can carry out the transfer after verification of the account holder details for both services.
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