TalkTalk Email email meltdown

Cat_Ballou

My TalkTalk email has not worked for 13 days now and, looking at the TalkTalk Community Support forum (I am not allowed to post the link), I am not alone.


Loads of people seem to be having problems with TT downloading thousands of duplicate messages, with log-ins beginning intermittently refused, failure to support POP3 clients etc.


I have been on the phone with TT support everyday and they are utterly useless. They "escalate" to Networking, I get a text confirming that, then 4-24 hours later I get a text saying they think it's fixed and I should test and text back FIXED or NOT FIXED. So far, I have not had the opportunity to text back FIXED.


I have been escalated to the CEO Complaints team (which apparently takes up to 10 working days to respond) and lately to the "jeopardy" team which seemed to comprise an obnoxious tech insisting that the fact that I use Outlook mail client and POP3 protocol was the source of all my problems. He was unable to explain why it has not been a problem over the past 10 years that I have been their client and insisted that my difficulties had nothing to do with their recent server & email changes) Nor could he explain why I also cannot log into their web based email.


Any suggestions how I can make headway with this?


I used MSE Resolver website (again, sorry I can't post links) to keep track of calls etc so far.
I have written paper letters to their CEO of Customer Experience, Sarah Melinek.
I have looked at the Ombudsman website but it looks like I cannot escalate to them as TT insist that they are still "investigating".


Thankfully, I have been with TT so long I am no under contract and can leave at any time, but I would like to get an up to date backup of my email before I go.


Any thoughts or help appreciated. Also, if you are a TT customer in the same (or similar) boat, I would be interested to hear. Thanks

Inner_Zone

Cat_Ballou wrote: »

My TalkTalk email has not worked for 13 days now and, looking at the TalkTalk Community Support forum (I am not allowed to post the link), I am not alone.


Loads of people seem to be having problems with TT downloading thousands of duplicate messages, with log-ins beginning intermittently refused, failure to support POP3 clients etc.


I have been on the phone with TT support everyday and they are utterly useless. They "escalate" to Networking, I get a text confirming that, then 4-24 hours later I get a text saying they think it's fixed and I should test and text back FIXED or NOT FIXED. So far, I have not had the opportunity to text back FIXED.


I have been escalated to the CEO Complaints team (which apparently takes up to 10 working days to respond) and lately to the "jeopardy" team which seemed to comprise an obnoxious tech insisting that the fact that I use Outlook mail client and POP3 protocol was the source of all my problems. He was unable to explain why it has not been a problem over the past 10 years that I have been their client and insisted that my difficulties had nothing to do with their recent server & email changes) Nor could he explain why I also cannot log into their web based email.


Any suggestions how I can make headway with this?


I used MSE Resolver website (again, sorry I can't post links) to keep track of calls etc so far.
I have written paper letters to their CEO of Customer Experience, Sarah Melinek.
I have looked at the Ombudsman website but it looks like I cannot escalate to them as TT insist that they are still "investigating".


Thankfully, I have been with TT so long I am no under contract and can leave at any time, but I would like to get an up to date backup of my email before I go.


Any thoughts or help appreciated. Also, if you are a TT customer in the same (or similar) boat, I would be interested to hear. Thanks

https://forums.moneysavingexpert.com/discussion/5418358

Rubidium

Your best option is to leave this incompetent company ASAP.

Switch, switch, switch, what are you waiting for!

martinthebandit

How are you accessing your talktalk email. Does it work if you use a different app'.

Cat_Ballou

Umm, I think I said in my message:


"Thankfully, I have been with TT so long I am no under contract and can leave at any time, but I would like to get an up to date backup of my email before I go. "


Yep, I did say it in my message.

Cat_Ballou

As I said, I cannot access it via their Webmail site (their preferred option).


I also cannot access it via MS Outlook (my preferred option). I tried an Android client (MyMail) which also does not work and also via Gmail (I'll let you guess it that one worked)

TalkTalk

Hi Cat

I am really sorry to hear that you have been experiencing some issues with the email service. If you do require any further help please contact us on our community page or via twitter (@TalkTalkCare) were we will be able to take a look into this for you.

Vicky

Cat_Ballou

Hi Vicky
I have posted on your Community Page several times. Had one reply from OCE_Ady who likewise said "sorry" but had no clue how to fix the problems and asked me to provide my email address & phone number, despite you being my telecoms provider and me being your customer. So I provided the info to him and never heard from him again.


Not good enough.

TalkTalk

Hi Cat,

I do apologise for the inconvenience. Can you get in touch with our Twitter team (@TalkTalkCare) and we'll look into this further.

Thanks,

Becky

macman

Why don't you simply use an ISP-independent service like Gmail? You don't have to wait for the end of your TT contract to do that-you can migrate today if you want to.

Chickereeeee

I would concentrate on one access method (maybe webmail? There should be no 'wrong client/protocol comments) and get them to solve that. Then do an email backup and get out.

NEVER use an ISP's email service! Use another free (or better paid-for, low cost service)

C