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[brangywhite]

I've been in contact with customer services numerous times stating im a broadband customer but keep receiving emails saying my emails will stop.  My situation is that I signed up for a new account with a new email address rather than renewing my account.  My old email is receiving emails about it closing..  it is concerning as my wife only uses her talktalk email address.

[Gliwmaeden2]

It stopped working because you stopped paying Everymail, @brangywhite.

After you subscribed, it had nothing more to do with Talktalk, whereas if you had left the emails set up connected with your My Account, through Talktalk completing the webform, it would have been Talktalk's responsibility. 

It's important that Talktalk is able to confirm whether it will be possible to move these email addresses back into your current subscription, so I'll give them a nudge to chase this up again for you. 

[brangywhite]

I unsubscribed and that's when it totally stopped working.

[Philile-TT]

@brangywhite you will need to unsubscribe directly with EveryMail, I just need to find out of it is possible to re-instate on our side. 

[Gliwmaeden2]

@brangywhite, signing up with Everymail would have taken the emails out of Talktalk's remit - shouldn't have been done, as it sadly complicated the situation further and means that it is now essential for staff to try to relink the addresses to your current Talktalk account. 

@siphosethu-TT, is it possible to complete the web form all over again for this customer as it should be possible to treat the addresses like any former customer returning to Talktalk for their service?

[brangywhite]

@siphosethu-TT  I did months ago.  I signed up for a few months in the hope it would get sorted as my daughter needed access to her emails urgently.  I am a broadband customer so shouldn't be needing to pay for the email service.  When i stopped the subscription as i didn't want to pay extra for it, my email has been deleted it seems.

[siphosethu-TT]

Hi there @brangywhite, please confirm if you received comms asking you to sign up to every mail. The comms should have came in via mail.

[Gliwmaeden2]

@brangywhite, unfortunately it's unlikely to be sorted now before Monday as staff are not on here over the weekend. 

Sorry to hear that the issue doesn't appear to have been resolved after all this time.

[brangywhite]

Hi,

My talktalk emails have completely stopped working now and can't be accessed.  I thought this was supposed to be sorted but I guess i was wrong.

[sabelo-TT]

@brangywhite, I have just re-escalated this matter to our email team and they will resolve this matter for you. I do apologise for any inconvenience that this may have caused. 

[brangywhite]

Yes I had already done that prior to your previous message.  Apologies for not replying 

[Gliwmaeden2]

Did you list all the email addresses in Private Notes as in my reply early on in this thread, @brangywhite?

You would need to do that for staff to see all the addresses that you need to have linked to your current broadband account. 

[brangywhite]

I don't know.  I thought that was what talktalk were trying to fix.

[sabelo-TT]

@brangywhite, just to double check, is the email address you are referring to currently registered to your active broadband account?

[brangywhite]

I've been waiting many weeks for this to be sorted.  What on earth is going on?  Can anybody tell me is failing to provide email service a breach of contract?  Is there anywhere I can complain to?  My latest email says access to my email will be restricted from 8th September

[Gliwmaeden2]

We are gradually seeing people posting on here that they are now able to send emails again.

Did you list the affected email in your Private Notes in the profile area (settings; personal information etc..... SAVE CHANGES), @brangywhite?

It's important that the email address from the old account is listed there. I take it that your new account also had one.

Both should now be associated with just the new account if @kanya-TT has the details for the webform.

[sabelo-TT]

@brangywhite, we do apologise for any inconvenience that this may have caused to you however we are aware of this issue and have our engineers currently working towards a resolution. 

[brangywhite]

I just wish i hadn't recently renewed my contract.  What's the point when you can't use your email.  Has anyone had their service reinstated?  I'll be binning off talktalk as soon as i can after being with them since the beginning 20+ years

[kanya-TT]

Hey there, @brangywhite. We apologize for this we will need to fill in a webform that will have the escalation team remove this incorrect sent to you seeing that you have active broadband. 

Kanya