my wife cannot access her emails since leaving TalkTalk

[BabaH]

my wife cannot access her emails since leaving TalkTalk, she only gets the message "
Login to server imap.talktalk.net with username **********@talktalk.net failed. She's tried via mobile and pc. I can access mine.

[Ady-TalkTalk]

Hi HughM97, please start a new topic it looks like you're affected by a billing issue and I can get that fixed for you. 

Ady

[HughM97]

So they will have disabled remote access because you no longer use their internet service. There is a facility where you pay a small fee to retain the email address. I had been using this for some years. However, after a glitch with the annual payment before Christmas I'm now locked out of mine. (I can only access via an internet browser). 7 hours spent over 2 days with their agents via chat & its still unresolved. I honestly think they just make up answers to get you off their chat. 

[Gliwmaeden2]

So you signed up for Mailplus, @BabaH?

https://community.talktalk.co.uk/t5/Articles/About-TalkTalk-Mail-Plus/ta-p/2374203

If you are the account holder your details need to be completed in the profile area. 

Go via your avatar; settings; drop down menu....complete Personal Information. Scroll down to find Private Notes and add the affected email address on there.

SAVE CHANGES. 

If staff don't reply today, it will now be Monday to Friday next week.