Wife cannot send emails since Everymail move

[DaveJL1]

Since the end of July my wife has been blocked from sending emails from her email address which was linked to my account with TalkTalk. My account has been transferred successfully and I have received a welcome email from Everymail, but she has received an email requesting her to subscribe at £50 per year. I already pay £50 per year by direct debit, which should cover all email addresses on my account, which was with pipex.com originally.

I have tried adding her email address to my account in Mailbox Manager but it reports 'Error 400 : user name cannot be used'.

I have spent two days on the support chat with various people (after getting past the chat bot) with no success.

From a scan of this forum, it seems that many people have experienced the same problem.

[Philile-TT]

Okay, thank you. Please bear with me I need to look into your account.

[DaveJL1]

Hi

No, I have not subscribed to Everymail but it appears that my account has been transferred to them by TalkTalk.

I recently received an email from TalkTalk Everymail which says:

"Starting from September 2025, Everymail will be taking over the running of your email service. Everymail is backed by Open-Xchange, the world's largest independent email provider. They already help us make sure your email service runs smoothly, so nothing changes except for a shiny new Everymail logo replacing the TalkTalk one.

You'll keep the same email address, plus up to five mailboxes for the same price of £5 per month or £50 per year. You'll see Everymail on your bank statement once the transfer has completed and the first payment is taken."

However, my wife received an email saying that she needs to subscribe in order to keep hers, even though her email was attached to my account with TalkTalk. It seems that her email has not been transferred with my account and is now being treated separately.

We obviously do not want to pay another £50 per year for her email addresses.

I would be grateful if you can help to resolve this issue.

Thanks, David

[Philile-TT]

@DaveJL1 Just to confirm, have you subscribed to EveryMail? 

[Gliwmaeden2]

Yes, there is an issue with very poor communication from Everymail  - these links are all we've got to help you with at the moment. 

As Fr8ys says, staff will let you know on Monday whether there's still anything that can be done by Talktalk on your behalf. 

[DaveJL1]

Thanks @Gliwmaeden2.

The email I received was from TalkTalk Everymail and said that I could have 5 email addresses, as you say.

Unfortunately, I have not found a way of re-adding my wife's email address, either on TalkTalk or Everymail websites.

As someone else on this forum has mentioned, the Everymail support routes you back to TalkTalk in a loop.

The link you posted is unhelpful since it only refers to the main email address, not any other email addresses on the account.

[Gliwmaeden2]

@fr8ys, as the customer has already had a response from Everymail, it may be that the Mailplus account is no longer in Talktalk's hands?

@DaveJL1, some people who have subscribed to Everymail have  nevertheless had problems sending this past couple of weeks. 

But you should be able to have up to 5 addresses associated with your account, regardless of which company is running it.

It's as though both companies are lagging behind with the processing of the information. 

Further information about the migration to Everymail here:

https://community.talktalk.co.uk/t5/Articles/Email-Transition-FAQs/ta-p/3114888

[fr8ys]

Thank you.

Staff are back on Monday and should pick this up shortly thereafter.

[DaveJL1]

OK, I've completed the profile form and added all of the email addresses to the private notes section including my wife's, as instructed.

Hopefully this will help to resolve the problem.

[fr8ys]

Your Mailplus should have an account number, and you can put both yours and your wife's email addresses in the private notes field so staff can trace them.

This is a separate channel of communication and staff may not have access to your chats.

[DaveJL1]

Unfortunately, I can't complete that form since I do not have a TalkTalk broadband account. I am with BT broadband, but I have paid to retain my old pipex emails in order to avoid the hassle of notifying all my contacts of new email addresses.

Support should have all the information regarding my email addresses including my wife's, from my chat conversations with them over the last two days.

I have posted here in the hope that it may help to progress the issue.

[fr8ys]

Please see here for information. 

https://community.talktalk.co.uk/t5/Email/Important-information-about-changes-to-your-TalkTalk-Email...

Please post back once you have completed the required information so support staff can action for you.

Thank you