TalkTalk apologises after email upgrade glitch

Posted 12th October 2010 at 11:30am by Ewan Taylor-Gibson

Internet service provider (ISP) TalkTalk has apologised to customers after a number reported that their emails had been deleted.

The ISP recently upgraded to a new system which automatically discards messages considered to be spam, but it appears legitimate emails have also been caught by mistake.

A number of complaints have been made via the TalkTalk Members Forum over the last couple of weeks about the filtering system.

TalkTalk has now issued an apology to affected customers, saying the firm had been experiencing "unexpected issues".

In a statement obtained by ISPreview.co.uk, the firm said: "Our technicians are working to get all issues resolved, and the service should be fully restored and operational shortly.

"TalkTalk does take these issues seriously, and it is always our intention in customer relations to bring the concerns of our customers to a satisfactory conclusion."

More news on: TalkTalk

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10 comments

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Anthony Ogilvie, 15th October 2010.

I have received no emails since Monday and had no apology from TalkTalk. Perhaps they emailed me and it is caught up in their spam filter. Their service status report states that there is a problem but that was dated Wednesday with no further updates as to what is happening.

Because of this they are about to lose one customer, I wonder how many more will walk away.
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Joyce Jones, 15th October 2010.

It is my telephone service that's gone. I have been without a phone for 3 days now and I cannot ring out to tell them. It is not easy to get through on the internet either. It would be nice if it was as easy to get through for problem solving as it is for sales. Thank goodness I don't have a t.v. with them as well!
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Nina Brunt, 15th October 2010.

i currently cannot access my e mail at all and at present have been holding on the phone for over 5 mins for help some service change over!
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Mrs Helen Hollex, 17th October 2010.

I understand TalkTalk have taken over Tiscali customers. We are constantly being 'kicked' off the internet & now we can not get onto our e-mail accounts.

My account says that my inbox is 59% full - I have never had 59% full. It then told me that it was 100% full & will not let me log in PSAPPS - My husband can not get onto his e-mail account neither can my son.
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Mr B Durnell, 17th October 2010.

Have not been able to get into my e-mails for the last two days. Every time that i try ,some rubbish comes up that says: HTTP STATUS 404 etc.

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R Taylor, 18th October 2010.

I've had gud service from TalkTalk. No email probls either.
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Tim, 18th October 2010.

@R Taylor Same for me. I've had better service from TalkTalk than the three other ppl I've been with.
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Ken Macdonald, 18th October 2010.

I was originally witth Linone, which was taken over by Tiscali with no problems. Now taken over by TalkTalk and service is now terrible. Can send e-mails but receive none. Cannot sign into webmail as it says 100% full ( never been above 2% ) reported fault 5 days ago with no ackowledgment in spite of their standard "within 2 working days" statement. They have meddled with an OK service and made it totally useless. I am now looking elsewhere
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ROBERT, 19th October 2010.

NO EMAIL FOR 8 DAYS NOW.

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Sandy, 20th October 2010.

No emails for 9 days now. Talk Talk have responded saying the matter should be resolved in another 5 days but to contact them again after that if there is still a problem. They have however taken payment for this non service! I am beyond commenting further about such dreadful service.
Reply