topic Re: CHANGES TO SECURITY SETTINGS NOT WORKING in Email

CHANGES TO SECURITY SETTINGS NOT WORKING

Spring-Time — Sat, 04 Feb 2023 10:28:24 GMT

Hi Ady, I am experiencing exactly the same problem as fanisgain.

Last week, my account was limited to webmail only and I can no longer access my emails via Outlook (I have subscribed to the Microsoft 365 range of Office software), and my android smart phone., which is a Samsung Galaxy.

Strangely, my linked mailboxes on my account are unaffected by this change. and are working fine.

My email address is tiscali.co.uk and my operating system is Windows 11.

I was told by TalkTalk Customer Services to sign up to TalkTalk Mail Plus and everything would be restored, providing I change the server and port settings (which I have done). But that has not worked.

As you have advised fanisgain, I have put my email address in the private notes area of my community profile, and would be very grateful if you could help me fix this issue please.

Re: CHANGES TO SECURITY SETTINGS NOT WORKING

Gondola — Sat, 04 Feb 2023 10:43:53 GMT

Hi Charlotte

I've requested that your tiscali.co.uk mailbox be restored to full access and that'll happen early next week. Other than Outlook365 and the Android mobile do you use any other device or mail collection service to view the emails? Asking because all connections must use secure settings.

The reason the mailbox was limited to webmail only access was due to the continued use of insecure settings. It was a last resort action to stop the use of insecure access. Note that email addresses are being notified in batches to use secure settings or have access removed. So this could happen to your other mailbox addresses unless you do upgrade to using secure mail for each and every one of those addresses.

If you weren't a TalkTalk Consumer customer taking a home broadband package and not previously a TalkTalk MailPlus subscriber then your email addresses also risked being limited to webmail only access and deletion on prior notification from TalkTalk. So, subscribing to TalkTalk MailPlus and adding the TalkTalk mailboxes to the MailPlus MyAccount will mean you have full access across all supported devices so long as all devices do connect using secure mail settings.

Device guides are given below along with MailPlus information.

The TalkTalk Mail Support Hub is your go to resource for information, guides and Community support for TalkTalk Consumer home broadband and MailPlus subscribers.

Select here:
TalkTalk Mail Support

TalkTalk Mail help

Email settings and device setup guides for TalkTalk Mail

Setting up TalkTalk email on a Windows PC

Setting up TalkTalk email on an Android device

About TalkTalk Mail Plus

Subscribe to TalkTalk MailPlus

Cancel TalkTalk MailPlus

Re: CHANGES TO SECURITY SETTINGS NOT WORKING

Spring-Time — Sat, 04 Feb 2023 11:09:42 GMT

Hi Gondola, thank you for your help.

I don't access emails in other manner. Just Outlook and android

I do have linked mailboxes for my partner and mother, and their settings have not been updated, but appear to be working absolutely fine. Would I need to update their setting also? They access their emails via their own phones - one android and the other is an Apple phone, and my mum uses her own laptop.

I am reassured that signing up to TalkTalk MailPlus will secure ongoing use. But, I am not sure if the mailboxes have been added to the MailPlus MyAccount account though. They are listed on my standard TalkTalk account, Mailbox page.

How can I check this please?

Re: CHANGES TO SECURITY SETTINGS NOT WORKING

Gondola — Sat, 04 Feb 2023 11:50:20 GMT

Ok, first thing is that all methods for collecting mail and all devices connecting to all TalkTalk Mail address mailboxes must use secure settings or risk mailboxes being limited to webmail only. Webmail on an up to date browser is secure by design.

Next is that if you are a current TalkTalk Consumer home broadband customer and all your TalkTalk email addresses (up to 5) are listed in an active customer MyAccount in My Mailboxes then you do not need to subscribe to MailPlus. MailPlus is strictly for former customers that wish to retain the use of TalkTalk email addresses after cancelling their TalkTalk broadband service.

I'm feeling that you've not been advised correctly by the Customer Service agent. The self-service application to subscribe to MailPlus will check to see if an email address is linked to an active customer MyAccount and if it is will not let you proceed to subscribe to MailPlus.

So, moving on to the devices in use.

I'll provide additional guides below for the iPhone and both Windows and Mac laptops. Some laptops and their software will not support secure mail. What operating system is the laptop using and what's the email software version? I'll advise on compatibility.

The TalkTalk Mail Support Hub is your go to resource for information, guides and Community support for TalkTalk Consumer home broadband and MailPlus subscribers.

Select here:
TalkTalk Mail Support

TalkTalk Mail help

Email settings and device setup guides for TalkTalk Mail

Setting up TalkTalk email on a Windows PC

Setting up TalkTalk email on a Mac PC using Mac Mail

Setting up TalkTalk email on iPhone

Re: CHANGES TO SECURITY SETTINGS NOT WORKING

Spring-Time — Sun, 05 Feb 2023 09:19:12 GMT

Hi Gondola

I have tried to reply to your recent message (two or three times now), but they are being removed. I suspect it is something to do with the essential updates happening this weekend.

I appreciate you might not get this message either, but I will try again on Monday to respond to you again

Re: CHANGES TO SECURITY SETTINGS NOT WORKING

Gondola — Sun, 05 Feb 2023 11:33:55 GMT

I'd suspect not to do with weekend maintenance as that is for the Service Centre testing process that's now renamed, in MyAccount, as My Connection.

Re: CHANGES TO SECURITY SETTINGS NOT WORKING

Spring-Time — Mon, 06 Feb 2023 07:26:45 GMT

Hi Gondola, I am re-sending my message in two parts. First part below:

Thank you Gondola, this is incredibly helpful.

I understand now that all of the mailboxes will need to have their settings updated, I will see to this once my account is restored. Hopefully, by this time next week, I would have updated them all.

I agree with you that I think I have been misadvised. I have had a very frustrating time trying to obtain help from Customer Services on multiple occasions, and this Community chat was my last resort.

The critical information that I missed telling you is that I am a former customer. I left TalkTalk in May 2020.

The second piece of information that may also be of help, is that I never used the self-service sign up to TalkTalk Mail Plus. I was signed up over the phone by a Billing and Customer Services Manager. I have her name if you need it, and the last three digits of the employee number. She gave this to me as she said she was unable to provide me with an email confirming that I had signed up to MailPlus.

Second part to follow

Re: CHANGES TO SECURITY SETTINGS NOT WORKING

Spring-Time — Mon, 06 Feb 2023 07:42:34 GMT

Second part sent again

This time split into two further parts

Split 1

Given that I do not have any information from TalkTalk about my MailPlus account, or access to the MailPlus online portal, I am now wondering if this has been set up. I am not quite sure what to do about this.

If I sign up now using self service, I could end up paying twice. Furthermore, because I was not notified of these changes, the Manager who signed me up to MailPlus agreed to defer payment for for two years to account for the lack of notice.

Having contacted Customer Services and the Technical Team several times over the past week, I really do not have faith that they are able to help. Are you able to check if MailPlus has actually been set up please?

Re: CHANGES TO SECURITY SETTINGS NOT WORKING

Spring-Time — Mon, 06 Feb 2023 08:23:10 GMT

HI Gondola, The final part of my message is being removed for some reason. I have no idea why unless it is the versions numbers and Build details of the operating system that is causing a problem.

I will reduce these details further, and fingers crossed that it goes through this time. As follows:

As to the operating system, I am using Windows 11, version 22H2

I have cut and pasted the following in respect of details for my email: - Microsoft Outlook for Microsoft 365 MSO (Version 2301 ) 64-bit

I will have to find out which operating system my mother is using at the weekend, if that will be ok (but please let me know if you need to know sooner)

I am grateful for your help.

Re: CHANGES TO SECURITY SETTINGS NOT WORKING

Gondola — Mon, 06 Feb 2023 12:03:21 GMT

Outlook 365 on Windows 11 is capable of secure mail and later versions of the Samsung Galaxy email app are also capable. So if you follow the step by step guides and use the settings advised there and come back here for specific help if the guidance doesn't match up to what you see on the device for incoming and outgoing server settings.

You're a former customer so do need to be a MailPlus subscriber to be able to retain the use of TalkTalk Mail for up to 5 email addresses on supported devices.

The confusing bit is that you say you have an existing MyAccount that lists the My Mailboxes. Usually a customer MyAccount is archived 12 months after leaving. I'm thinking that the Customer Service agent just 'converted' the former MyAccount to a MailPlus customer MyAccount. TalkTalk Support will need to sort that out. If you do have an account number for the MyAccount it would be useful to put that in your Community profile, Personal Information, Private notes.

Re: CHANGES TO SECURITY SETTINGS NOT WORKING

Spring-Time — Mon, 06 Feb 2023 15:01:13 GMT

Thank you Gondola. I will try again with TalkTalk Support

My customer account number is in the private notes area of the personal information section of my profile.

Going forward, my next steps are to:

1. Contact TalkTalk Support to check that my MailPlus Account has been set up

2. Ask TalkTalk Support for clarification as to the linked mailboxes on my account and whether the former MyAccount was converted to a MailPlus customer MyAccount

3. Change the settings on all email accounts. I will try this from Wednesday this week given that you advised that restoration is not likely to occur until early this week.

I will keep you posted of any issues with the settings. Hopefully all will be well.

Thank you again for your help

Re: CHANGES TO SECURITY SETTINGS NOT WORKING

Gondola — Mon, 06 Feb 2023 15:08:16 GMT

TalkTalk Support for Community will pick up this topic and respond right here. If the Customer Service agents via 'phone or LiveChat can confirm about MailPlus then do let us know just to avoid repetition.

Re: CHANGES TO SECURITY SETTINGS NOT WORKING

Ady-TalkTalk — Tue, 07 Feb 2023 10:42:34 GMT

Hi Spring-Time, I've added you to the list of those to be returned to full access.

Ady

Re: CHANGES TO SECURITY SETTINGS NOT WORKING

Spring-Time — Tue, 07 Feb 2023 11:45:07 GMT

Hi Ady, this is fantastic news - thank you.

I intend to try again to change the settings for my email address and the linked mailboxes tomorrow as planned.

By way of an update, as discussed yesterday, I had intended to seek clarification about my MailPlus account from the Support Team today, but I see that TalkTalk are/were experiencing technical difficulties that may mean support is limited.

I have therefore cut through this and escalated my query to the concerns@ email address. Hopefully they will be able to help clarify this point.

I have praised the support that I have received here, in Community, in my email to them. I will let you know what they say about the MailPlus when I hear from them. Thanks again

Re: CHANGES TO SECURITY SETTINGS NOT WORKING

Ady-TalkTalk — Tue, 07 Feb 2023 13:56:38 GMT

Hi Spring-Time, the only account showing is the broadband account that was disconnected in 2020.

Ady

Re: CHANGES TO SECURITY SETTINGS NOT WORKING

Spring-Time — Tue, 07 Feb 2023 14:53:58 GMT

Hi Ady, that would make sense as that is the main account (my email address) - the other linked mailboxes are unaffected and the users have had no difficulties

Gondola explained that all the accounts (my email address and the four linked mailboxes) will need their settings updated to avoid the risk of deletion in the future.

Would it help if I provided you with all of the email addresses?

Re: CHANGES TO SECURITY SETTINGS NOT WORKING

Spring-Time — Tue, 07 Feb 2023 15:19:50 GMT

Hi Ady, I should clarify, that it shows as disconnected, but it is very much active. I am still accessing this though webmail

Re: CHANGES TO SECURITY SETTINGS NOT WORKING

Spring-Time — Wed, 08 Feb 2023 07:18:22 GMT

Hi Ady and Gondola,

Success!! The settings have been successfully updated on my email address and it is up and running. I can view emails again in MS Outlook and my android smartphone. Thank you for your assistance with this.

Unfortunately, I am still having difficulty updating the settings on the linked mailboxes. I have listed all of the addresses in the 'private notes' section of My Settings. You should see three linked email addresses.

Having tried to update the settings on the second address listed in 'private notes', I get an error message saying that 'something went wrong'

Emails for this address work fine with the current settings, which are as follows:

Incoming: imap.tiscali.co.uk - port 993

Outgoing: smtp.tiscali.co.uk - port 587

I will not be able to try and update the settings for the first email address on the list until the weekend, but suspect that we may run into the same problem.

Can you help with settings for the these addresses please?

(I have not tried updating third email address on the list, as I very rarely use this. I will check though).

Many thanks

Re: CHANGES TO SECURITY SETTINGS NOT WORKING

Gondola — Wed, 08 Feb 2023 11:56:05 GMT

Good to know the first mailbox is back in action.

The out of date legacy settings for the other email addresses do need updating to use the talktalk.net host name.

When changing from legacy settings to the talktalk.net host servers this will involve accepting the new security certificate so just accept the certificate. I'll set out the preferred method of setting up Outlook right here. You can remove the email account from Outlook and Add a new account or Change the account settings.

Go via the Advanced setup settings of an email profile, as in this example for Windows 10 or 11.

Select the Windows icon bottom left
Select the Settings cog icon
Select Accounts
Select Email & Accounts and for a first time setup select Add Account and enter the settings in the table
Or select the email account
Select Change account or double click on the email account

At that point on your device you ought to see the Outlook setup to enter the TalkTalk Mail server settings:

Supported Outlook 365 settings are:

Account Type	IMAP secure
Username	Full TalkTalk email address
Password	TalkTalk email password
Incoming mail server	mail.talktalk.net
Incoming Port (IMAP)	993
Incoming Connection Security	SSL/TLS
Outgoing mail server	smtp.talktalk.net
Outgoing Port	587
Outgoing Connection Security	STARTTLS
My Outgoing Server Requires Authentication	Yes
Authentication Method	Normal Password (Not SPA)

The TalkTalk Mail Support Hub is your go to resource for information, guides and Community support for TalkTalk Consumer home broadband and MailPlus subscribers.

Select here:
TalkTalk Mail Support

TalkTalk Mail help

Email settings and device setup guides for TalkTalk Mail

Re: CHANGES TO SECURITY SETTINGS NOT WORKING

Spring-Time — Wed, 08 Feb 2023 20:02:37 GMT

Thank you Gondola, the settings for email no.2 have been updated now.

I will do try the same for the no.1 email address and let you know of any problems.

As promised, I have tried to access the no.3 email, but cannot remember the password, and have attempted to reset it via TalkTalk Mailboxes in my Account, but I have received the following error: 'The email address entered does not have a TalkTalk domain. Please try again'

Do you know of another way that I can change this password please?

Thank you again for your help.