talktalk existing customer why do i have to pay a subscription for my email

[CathyR1]

I am an existing talktalk broadband customer but have received a notification that I have to pay a subscription fee for my email account

[Gliwmaeden2]

@CathyR1, please NEVER display personal information details in the public thread. I've removed your email address from your post.

It should be added in Private Notes towards the end of Personal Information in your community profile. Make sure that you SAVE CHANGES. 

Even once staff have completed a webform, it's taking a while to get sending going again due to the backlog in processing the forms and actually ensuring that the email addresses are associated correctly with the customers' current broadband accounts. 

Staff are not back on here before Monday. 

Please make sure that you have fully completed Personal Information too, for staff to be able to identify your account. 

Go via your avatar; settings etc.

[CathyR1]

The email address I would like to keep is xxx.com and this is still saying that I have to pay a subscription to unlock my account 

[kanya-TT]

Hey there, @CathyR1. The comms you've just had was sent incorrectly. We will now submit a form that will make sure this does not happen again. 

Kanya