talktalk.net email issues

[martello]

Hi. I'm really hoping someone can help as I'm going mad trying to sort out this issue. I've spent the best part of 5 hours chatting to numerous agents who have told me so many different things. So basically I wanted to change the password for my talktalk.net email. When I tried to do this, I just got an error saying there's a technical fault. Numerous attempts resulted in the same. From chatting to technical support I discovered that my (one and only) talktalk.net email is in fact linked to an inactive account although I can obviously receive and send emails quite happily. I was then told that I do also have an active account but to access it I had to create an alternate email (e.g. gmail) because talkltalk.net accounts cannot be used to access myaccount. So I did that and then I could access myaccount and see my broadband package etc.. However I have no way of managing my talktalk.net email (e.g. to change its password). I was told that I would not be able to change its password and that it could disappear completely one day. Is this really the case? I just want to be able to manage that email address. I thought that as a current TalkTalk broadband customer I could keep that email. Any help much appreciated.

[nomfezeko-TT]

Thank you @fr8ys 

-Fez. 

[fr8ys]

@nomfezeko-TT the customer has said it's in their private notes field.

[nomfezeko-TT]

Thank you @Gliwmaeden2, @martello, could you please kindly confirm the email address privately, so we can be able to check if this matches our records on the active account.

-Fez. 

[martello]

Yes @Gliwmaeden2 this is exactly what I would like.

[Gliwmaeden2]

@angelique-TT, would it not make better sense for you to make sure that @martello's email address is associated now with their current broadband account first?

So filling in the webform now for them not to get charged for their email address. 

Only once that is sorted and things have settled down, try to change the password for the email address?

[martello]

I tried to change the password but it kept saying there was a technical fault (presumably because it is still associated with an inactive account number).

[angelique-TT]

Good morning martello. Please confirm if you tried changing your password through MyAccount. 
 

[martello]

Thanks. I have added my account number and the talktalk.net address that I wish to be associated with myaccount. Please let me know if I need to do anything else.

[Gliwmaeden2]

Staff will be able to help you with this as there are many people in a similar situation, @martello.

Put your email address in the Private Notes area towards the end of Personal Information. Also complete your community forum profile details for Talktalk staff to identify your account. Go via your avatar; settings; Personal Information and Private Notes. SAVE CHANGES. 

Staff will make sure that you are not charged for the continued use of this email address, while you are a Talktalk broadband customer, but they won't be back on here now before Monday. 

[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