TalkTalk apologises over customer email glitch

TalkTalk broadband has apologised for email problems following an upgrade to its systems.

TalkTalk has apologised for email problems following an upgrade to its systems.

The provider recently upgraded its webmail service to automatically delete spam emails - but some customers reported that legitimate emails had also been accidentally deleted.

Old Tiscali customers using a Tiscali email address were moved to the new email system in September, with TalkTalk email addresses scheduled for this month.

"I have received a grand total of three emails in the past 12-hours," said one customer. "Normally, I would see more like 50 and I'm thinking TalkTalk might be filtering out the missing ones."

"TalkTalk does take these issues seriously," the provider told customers on its member's forum. "Please accept our sincere apologies for any inconvenience which may have been caused as a result of the issue which you are experiencing."

Although TalkTalk couldn't confirm whether or not any emails had been deleted, it did say that there had been "delays in delivering mail", adding that it was in the process of resolving the issue and hoped to have it solved today.

"As part of our improvement programme we are updating the Tiscali webmail platform," said TalkTalk in a statement.

"In the short term, this has resulted in some performance issues and in some cases delays in delivering mail. We are working to resolve these issues as soon as possible and users are already seeing some improvements. We will keep users updated regularly through the service status page."

Customers using alternative email addresses, such as Gmail or Hotmail, have not been affected.

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