Cannot change CORRESPONDENCE address on onlineaccount-

[StevieG63]

Cannot proceed with full-fibre, as CORRESPONDENCE email address on account is wrong, an old Wanadoo one, TalkTalk passed on to I.T.

Current email is a Talktalk one.

Seems to be no way of changing it?

[siphosethu-TT]

Bare with me please.

[siphosethu-TT]

Hi there @StevieG63, I can update the email address in your account for you. I'll send you a private message shortly so you can confirm it for me. 

[StevieG63]

Hi, team,

 I now have a NEW 3rd-party email address with Yahoo.com

How do I now get this to you?

Do I have to call you?

I realise I cannot put it in this message, can it be done privately? Excuse my ignorance, really not as tech-savvy as the young ones!

[nambuso-TT]

No worries:)

[StevieG63]

Yes, I will do!

Thanks team at TT !

[nambuso-TT]

No worries after receiving the call please do let us know how it goes. Thanks

[StevieG63]

Yes, of course.

The adviser I spoke to last Friday, said she would call me at 2pm this Friday, so hopefully it will be resolved by then and we can proceed with my order.

Thanks for your help so far, any way - appreciated!

[Philile-TT]

@StevieG63 however the escalations team may just need to delete the old email. I cannot submit another escalation as it has not passed 7 working days as yet can you please allow that timeframe and we can look into this thereafter. 

[StevieG63]

OK, thanks!

Keep you posted!

[Philile-TT]

@StevieG63 the escalations team has not yet looked into your query hence no changes made. And also, I have had a look into the email address, you cannot set the TalkTalk email address due to that the system does not allow TalkTalk domains to be the MyAccount username anymore so in this situation you will be asked to provide a third party email address to be set as a default email, remember you will still have access to your TalkTalk emails it is just that your correspondences will be sent to the third party emails.  

[StevieG63]

Many thanks, I appreciate this!

[Philile-TT]

Hi @StevieG63 I will look into this for you. I need to look into your account and further assist. 

[StevieG63]

Hi, Phili,

Checked my online account again y'day: just no way of changing the incorrect "Correspondence address" email.

Yet my TALKTALK email address is correct!

Not had any news as yet that it's been changed.

It may take a few days, I suppose?

Very frustrating, as I just want to confirm my full-fibre-65 order!

Thanks.

[Philile-TT]

Thank you. 

[StevieG63]

Hi, Philile.

Yes, will do!

Thanks!

[Philile-TT]

@StevieG63 please update us when they have gotten back to you.

[StevieG63]

Many thanks!

My case has been "escalated" and I'm sure they will sort it out soon.

Such a simple thing that's wrong, and sadly they cannot complete my upgrade!

Have a nice weekend!

[fr8ys]

@StevieG63 I think you will now find support staff have left for the day and won't be back until Monday to be able to help you.

Phones and chat are available tomorrow if you wish to progress before Monday.

Try phoning 0345 172 0088

If you wish to chat online, there is a link on this page together with details of opening hours


https://community.talktalk.co.uk/t5/articles/our-live-chat-team/ta-p/2230529

[StevieG63]

I'm going out now for tea, will check on this later - thanks so far any way!

Steve

[StevieG63]

How do I send a private message?

Sorry I do not use forums that much!!