topic Re: Email not working with Apple Devices in Email

Email not working with Apple Devices

NickDutton — Tue, 31 Jan 2023 19:33:31 GMT

I was contacted by TalkTalk last week, to say I had not changes my settings in my email account and and I would not be able to receive emails unless I changed my settings. I completed the setting changes (in fact, I completed them some time ago) and they have not worked. I can no longer receive or send emails from my iPhone or Mac. I can still access webmail. I attempted to change my webmail password and then changed the password on my Apple devices, but this has not fixed the problem. I have followed TalkTalk's recommended settings, however, this has not worked.

When I enter the mail password within my Apple devices settings, I get an error message saying 'password invalid'.

Any ideas what I am doing wrong and how I can fix this issue. I have used my talktalk email address for many years and it would be very problematic if I was to lose this.

Kind regards, Nick

Re: Email not working with Apple Devices

Gondola — Tue, 31 Jan 2023 21:38:02 GMT

Hi NickDutton

Good to know that webmail access is working to keep you in touch.

TalkTalk will notify you in advance of TalkTalk Mail being limited to webmail only access if:

You're not a TalkTalk Consumer home broadband customer or MailPlus subscriber
Or the mailbox address is not added to an active customer MyAccount
Any device email software, email app, or mail collection service connects to your mailbox using insecure settings
Secure mail connections to your mailbox must all be made using a minimum of TLS 1.2 encryption security and sign in using the email address and email password
There's continued use of out of date email software, operating system or legacy email settings
We can advise on device and software compatibility and provide customer setup guides

Any device connecting insecurely will show up in the TalkTalk logs. Is the iPhone and Mac the only ways, other than webmail via an up to date browser, that you view your mail messages? No mail collection service, other phone, tablet, computer, notebook etc?

What model iPhone is it? And what MacOS? Asking because MacOS prior to OS 10.12 Sierra will not be able to support secure mail to the required TLS 1.2 encryption standard. If any device connects insecurely then that would trigger a withdrawal of IMAP/POP3 connections.

If secure access can be assured then we can request TalkTalk Support to restore full access for you. Guides are given below to help you check the settings but these cannot fully confirm TLS 1.2 is supported which is why we need to ask about the devices in use.

Prepare for TalkTalk Support - include in the Community Profile (not in these public posts):

Account holder name, TalkTalk home 'phone number (if not Data Only broadband)

Alternative mobile contact number. Full address with postcode (in the Location box)

Scroll down to Private notes to add the customer email address and account number

Check and Save changes

Select here: Update your profile

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

Setting up TalkTalk email on a Mac PC using Mac Mail

Setting up TalkTalk email on iPhone

Re: Email not working with Apple Devices

Gondola — Tue, 31 Jan 2023 23:33:45 GMT

Hi @NickDutton

Didn't receive your answers to the questions raised about your email devices and you didn't update your Community profile before going offline. Grateful if you'd sign back in when convenient and update us so we can work with you on assuring that acceptable secure mail settings are ready for TalkTalk to restore full email access for you. Thanks.

Re: Email not working with Apple Devices

NickDutton — Wed, 01 Feb 2023 16:40:31 GMT

My Mac is OS Catalina 10.15.7

My Phone is an iPhone 13

The device I am using is the only device I use currently. this is not to say other devices, which are no longer in use, don't / didnt have access to mail.

I hope this helps and thank you for responding.

Nick

Re: Email not working with Apple Devices

Gondola — Wed, 01 Feb 2023 16:50:09 GMT

Hi NickDutton

Those devices are all capable of secure mail. So you should be ok. I'll request that access is restored.

Select here: Update your profile

Scroll down to Private notes to add the customer email address and save changes.

Looks like they'll take your word that you are now using the correct settings on all devices and mail collection services that access your mailbox. If ever unsure about upgrading other device software or email settings just ask for help here.

Re: Email not working with Apple Devices

Ady-TalkTalk — Thu, 02 Feb 2023 11:51:50 GMT

Hi Nick, you've been added to the list already.

Ady

Re: Email not working with Apple Devices

NickDutton — Wed, 08 Feb 2023 21:58:52 GMT

Hi Ady

Any ideas when my account will be restored please?

Not having my email on my phone is inconvenient.

Thank you and kind regards,

Nick

Re: Email not working with Apple Devices

Gondola — Wed, 08 Feb 2023 22:07:11 GMT

Your email address should have been restored to full access. Just confirm that the email address needing restoration has been added to your Community profile, Personal information, Private notes box.

I'd have expected the restoration to full access would have been done on Friday or latest by Monday. Was the iPhone or Mac email app working over the weekend?

I'll push a reminder to check into the TalkTalk workflow.

Re: Email not working with Apple Devices

NickDutton — Thu, 09 Feb 2023 11:19:12 GMT

It is still not working. However, do I need to change any settings again.

Yes, email was added as instructed.

thanks

Nic

Re: Email not working with Apple Devices

Gondola — Thu, 09 Feb 2023 11:22:54 GMT

I cannot see the settings you're using so take a screenshot of the incoming and outgoing server settings, image edit to obscure the first part of your email address and upload here and I'll check for you.

Re: Email not working with Apple Devices

NickDutton — Thu, 09 Feb 2023 13:59:11 GMT

as requested

Re: Email not working with Apple Devices

Gondola — Thu, 09 Feb 2023 14:11:54 GMT

All the photos I've seen in the Originals folder show that the setup is perfect for IMAP secure mail connection so will work as soon as TalkTalk restore IMAP access.

I see Ady is signed in but perhaps busy on other work streams. Hopefully he'll pick up soon and authorise IMAP access for you.

Re: Email not working with Apple Devices

Ady-TalkTalk — Fri, 10 Feb 2023 10:16:57 GMT

Hi NickDutton, the mailbox you've asked to be unrestricted was done a few days back and I've checked again it has full function. No restrictions in place.

Ady