Unable to send emails but still under contract?

[Email2]

My elderly mother is unable to send emails from her @talktalk.netaddress due to recent changes without having received any notification! She is still under contract for her broadband until June 2026 - however the email address linked to the account is my own @outlook.com. I can appreciate the mixup, but how do I go about getting the talktalk.net address back up and running. Not been able to talk to a person and chat box just sends me to fee request on every mail. It isn’t something I want to pay extra for!!

[Gliwmaeden2]

Sorry, try saying that again!

Her own Talktalk address is not currently associated with her ongoing Broadband account.

All that needs doing is preferably she posts in her own right and adds the specific email address in Private Notes in her own community profile, @Email2! Can you help her set up a community profile, because unless you have Power of Attorney or Authority to Act, you will need her to post on her own behalf. It can be in this thread but must be clearly distinct from your own details. 

It doesn't matter what email address is used to sign in to the current Broadband account, but the account holder's name does matter and would need to have shown up on a past Broadband account for the same named owner.

I may not have understood your post correctly, so please clarify further if I have got this wrong!

Staff won't be able to do anything before Monday anyway so you have time to get this a little clearer, without displaying any personal information details in the public thread, of course.