{"id":42471,"date":"2025-07-16T11:49:50","date_gmt":"2025-07-16T10:49:50","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=42471"},"modified":"2025-07-16T12:59:03","modified_gmt":"2025-07-16T11:59:03","slug":"talktalk-cause-confusion-for-some-uk-users-with-paid-email-migration","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2025\/07\/talktalk-cause-confusion-for-some-uk-users-with-paid-email-migration.html","title":{"rendered":"TalkTalk Cause Confusion for Some UK Users with Paid Email Migration UPDATE"},"content":{"rendered":"

Some customers of UK ISP TalkTalk<\/a> have been left confused after the broadband provider emailed them to notify that their free email accounts would soon be migrated to Open-Xchange’s Everymail<\/a> platform, which will attract a cost of \u00a35 per month – those who don’t agree by 8th September 2025 will lose access. But it’s not quite that simple.<\/p>\n

So far as we can tell, TalkTalk<\/a>’s original message appears to have been intended to target former customers of their home broadband service (i.e. active customers should continue to receive a free email service), which actually reflects a policy (i.e. charging ex-customers \u00a35 a month to maintain email access) that they first introduced some years ago (here<\/a>). Some other big ISPs adopt a similar approach.<\/p>\n

However, the provider’s latest communication ended up causing quite a bit of confusion on TalkTalk’s Community Forums<\/a>, with some customers being unsure of whether or not the charge applied to them and others saying they felt threatened by the email.<\/p>\n

“To continue delivering the best email service possible, we\u2019ll soon be moving your TalkTalk email to a new home, Everymail, a trusted service from Open-Xchange, the world\u2019s largest independent email provider. They\u2019ve already been working behind the scenes to help keep your email running smoothly, and now they\u2019ll be taking care of it directly<\/em>,” states TalkTalk.<\/p>\n

The problem seems to have arisen because TalkTalk doesn’t appear to have a perfectly aligned record of active broadband and email users (bit awkward for a communications company). In other words, some of those they contacted about the paid email migration actually did have an active broadband connection with the ISP.<\/p>\n

Sample Customer Complaint 1<\/strong><\/p>\n

“I’m an existing broadband customer who recently filled out a profile form requesting my existing talktalk email address etc was linked to my existing broadband account so I don’t have to pay and have had no reply to this request and today I have had another threatening email about losing my email account unless I pay. Can someone from email admin please sort this out and confirm that it has been done. thank you.”<\/p><\/blockquote>\n

Sample Customer Complaint 2<\/strong><\/p>\n

“I am a current TalkTalk Broadband customer. I have 2 legacy email addresses that I need to get linked to my account.<\/p>\n

I have entered them into my Profile, as instructed on this forum.<\/p>\n

Please link them to my account.<\/p>\n

NB – I thought I had sorted this out already, but I received a new email today asking me to subscribe to Everymail, so I’m concerned that the linking has not happened.<\/p>\n

I’d be grateful for confirmation that the linking has been done successfully.”<\/p><\/blockquote>\n

Users in this boat have since been directed to a forum post<\/a> that explains how they can laboriously notify the ISP about this, although this process doesn’t always give a clear acknowledgement after the necessary data has been provided (i.e. leaving users in doubt about whether or not their request has been actioned). As above, some users that have submitted the data say they’ve continued to receive warning emails.<\/p>\n

The Community Forum Post<\/strong><\/p>\n

If you have received the above mentioned email regarding changes to your Email, and you are a Broadband customer, please note that if you provide the required information you will not be charged and your email address(es) will be associated with your Broadband Account.<\/p>\n