e mail transition

[Landline2]

I am a broadband customer but retained my Pipex e mail account (not a talk talk one) everything has been fine up to now and I assumed it was possible to link this e mail in my account but despite talking to Advisors they say this is an 'orphan' e mail address and I have to pay via Everymail.... I have taken the free trial while I sort this as don't want to lose my account. The confusing bit about all this is the e mails about the transition state 'as you not a Broadband customer' but I am! I wonder if this is just because my e mail has not been linked or these 'orphan' e mails can't be linked please and paying on Everymail is the only option? 

Note: AI states on the topic:  

Because legacy systems like Pipex, Tiscali, and Lineone can be tricky to link manually, you may need a staff member to manually connect them behind the scenes.

[fr8ys]

If it's possible to link it after accepting a free trial with everymail, staff need to complete a web form to link it. Customers are unable to do so themselves.

I have a pinned post on the Email Board, where you can find more details
https://community.talktalk.co.uk/t5/Email/Everymail-transition/td-p/3148465

Good luck.

[Landline2]

Thank you for your quick reply and advice.

I had a feeling that might be the case, there was never an option to link it in My Account and the Advisors seemed confused and used this term 'orphan' e mail stating it couldn't be linked...I'm not sure that was correct advice but at least I have the chat record. I suspect now I am with Everymail on a free trial reversion will not be possible anyway, although its odd as Everymail were running their orphan services for them as I understand it, but TT were probably having to pay them to do so. 

So I think I am off down the well trodden complaints procedure route, but at least I still have my e mail which has been running successfully for 20 odd years no thanks to TT who took Pipex over many years ago. 

[Gliwmaeden2]

@Landline2 

It's not possible to return to Talktalk after subscribing to Everymail. 

It may not even be possible after a free trial.

The connecting of your email address to your current Talktalk broadband service needed to be previously done and you shouldn't have had anything to do with Everymail. 

https://help-centre.talktalk.co.uk/Email/Find_info_or_guidance_about_my_Email/Email_Transition_FAQs

Unfortunately Talktalk has confused things for customers by not keeping track of legacy email addresses - speak to Talktalk again to double check and let us know how you get on.