topic Re: Email access in Email

Email access

SteveF11 — Mon, 30 Jan 2023 14:30:20 GMT

I left Talktalk a while back as they could not provide me with fibre to the house where others could. I have since lost access to my email via Outlook (on desktop) and on my iphone.

I have tried to talk to someone from Talkltalk and politely, she had no idea what I was talking about. She advised me that the talktalk.net domain is being dumped and if I wanted to keep it I need a new domain to interact with talktalk and pay for Mail plus to also retain my old talktalk.net address.

I was advised previously by talktalk to check my app settings which i did and yet I have still lost access of emails.

I can only access my emails via webmail which is not much use. We have four email addresses on the account and one still works!!!

Can anyone advise if it is as simple as paying for Mail plus and access to emails will return on all devices or is this something where access is only via webmail??

Re: Email access

Gondola — Mon, 30 Jan 2023 14:42:27 GMT

Hi SteveF11

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

Good to know webmail is working.

I'd say that the 3 mailboxes that don't work in Outlook on desktop and phone have been limited to webmail only access because they were using insecure settings. Limiting to webmail only would also happen in due course to mailboxes when former customers do not subscribe to TalkTalk Mail Plus.

But to give you advice on secure settings and devices we need to know what all the devices are, what their operating systems are and what version of email software is running. Some software like Outlook 2010 is not capable of secure mail to the TLS 1.2 standard by default and is also beyond end of life so presents a security risk anyway. But let us know and specific advice will follow.

Guides given below.

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 iPhone

Setting up TalkTalk email on an Android device

About TalkTalk Mail Plus

Subscribe to TalkTalk MailPlus

Cancel TalkTalk MailPlus

Re: Email access

SteveF11 — Mon, 30 Jan 2023 15:09:22 GMT

Gondola

Thank you for the precise information - should of used this format first!

Desktop access is via Outlook and the version is Microsoft 365

Iphone access is on three phones - iphone 8, 12 and 12 pro all using IOS 15.6.1

Re: Email access

Gondola — Mon, 30 Jan 2023 15:14:24 GMT

I'll request that IMAP access is restored on the basis that all devices are capable of secure mail and you have the guides with settings to use. Don't hesitate to ask if unsure about settings because if there's continued access with insecure settings then the mailbox will be limited to webmail only.

Just remember also that TalkTalk would limit mailboxes to webmail only if mailboxes aren't linked to an active TalkTalk MyAccount. For example, if you choose not to subscribe to TalkTalk MailPlus. You would get notified prior to any deletion of the mailbox.

Re: Email access

SteveF11 — Mon, 30 Jan 2023 15:23:24 GMT

Many thanks indeed. When will I see this all back up and running? Also my IMAP incoming server was changed to mail.talktalk.net as advised a while back by talktalk, so does this need to revert back to IMAP.talktalk.net?

You are certain talktalk will notify me on when to join Mail Plus prior to being cut off and losing important emails? Also, can you confirm that what Iwas told on the phone about the talktalk.net domain being dumped is incorrect or that I have nothing to worry about.

Re: Email access

Gondola — Mon, 30 Jan 2023 16:07:16 GMT

Good questions.

If Ady is online tomorrow that's when I expect this topic to be picked up. The request is in the workflow. Restored IMAP access would normally happen within 24 hours of Ady authorising it but first he'll need to verify some personal details with you.

mail.talktalk.net is good for both IMAP and POP3 access and imap.talktalk.net is also good as both are on the security certificate. No need to change the host names. If you do you'll probably need to accept a new security certificate. Just leave as mail.talktalk.net is my advice and smtp.talktalk.net for the outgoing SMTP server.

Usually customers are advised of MailPlus when leaving TalkTalk and definitely advised in advance of deletion.

The future of TalkTalk Mail will inevitably be discussed by management. Other major ISP's like Sky, Virgin Media and BT no longer offer new customers an email service. TalkTalk full fibre customers aren't currently offered email as part of the broadband package.

Customer service staff often say TalkTalk mail domains are ceasing because it's required to register for a new customer MyAccount using a non-TalkTalk domain. An existing former customer address would be linked to a former MyAccount so not available. Or, to a MailPlus MyAccount. Addresses can be migrated from old to new MyAccount but only after the go live stage in broadband activation.

Re: Email access

Ady-TalkTalk — Wed, 01 Feb 2023 10:13:22 GMT

Hi SteveF11, I've requested that your mailbox be restored to full working order.

Ady

Re: Email access

SteveF11 — Wed, 01 Feb 2023 16:54:51 GMT

Ady

Many thanks indeed.

Re: Email access

Ady-TalkTalk — Thu, 02 Feb 2023 11:53:19 GMT

You're very welcome.

Ady

Re: Email access

SteveF11 — Thu, 02 Feb 2023 17:53:37 GMT

Ady

Sorry but do you know when this will be reinstated?

Re: Email access

Gondola — Thu, 02 Feb 2023 17:59:35 GMT

Try later on Friday afternoon. I saw that there were no staff today to action the mailbox by mailbox restore to full access.

Re: Email access

Ady-TalkTalk — Fri, 03 Feb 2023 16:12:08 GMT

Hi SteveF11, it should be working now. I've had confirmation that they've all be restored.

Ady

Re: Email access

SteveF11 — Fri, 03 Feb 2023 18:27:34 GMT

Ady

All up and running.

Big thanks to you and Gondola, excellent service provided. I thought this was going to be a nightmare and email access lost after discussing this with talktalk via the phoneline!

Top people! Enjoy your weekend.

Re: Email access

Ady-TalkTalk — Tue, 07 Feb 2023 07:05:53 GMT

Thanks for confirming its working normally again.

Ady

Re: Email access

SteveF11 — Thu, 23 Feb 2023 21:36:48 GMT

Sorry but it seems I have one account that still has issues accessing. Can anyone assist?

Re: Email access

Gondola — Thu, 23 Feb 2023 21:55:34 GMT

Is it one of the three that were scheduled to have access restored? Was it working until now on Outlook and iPhone? What's the error message? And presumably does work on send and receive using webmail?

Re: Email access

SteveF11 — Thu, 23 Feb 2023 23:37:13 GMT

Yes it was one of the three emails . It is my daughters and she has only just told me it has never worked since they were supposed to sorted. I went into my webmail settings and check the details and all seem ok but using imap and not mail but when charged still got an error. Does not work on webmail, iPhone and desktop. Account in webmail says disabled

Re: Email access

Gondola — Fri, 24 Feb 2023 00:00:48 GMT

Don't worry about the incoming server host name. The server certificate is for mail.talktalk.net but also listed on the certificate, as an alternative name, is imap.talktalk.net and that's there because some email apps automatically set up an IMAP email account with the imap prefix.

When you say it does not work in webmail I assume that's because you're looking at it as an added secondary email account and it's currently displaying the message "Email account disabled due to invalid credentials". That will be the case for accounts that have IMAP access removed. So this confirms that TalkTalk have not yet restored IMAP access for your daughter's email address.

I'll push a reminder into Ady's workflow. Can you put a note against your daughter's email address in your Community profile private notes please.

So, to check the account is working in webmail you need to sign out of the primary account and sign in to her account as a stand-alone webmail sign in. Then it'll work.

Select here: Sign in to TalkTalk Mail

Enter your daughter's full TalkTalk Mail email address and password, select Sign in.

When access gets restored, it's possible that the 'disabled' message will still be present top centre of screen when signed in to TalkTalk Mail to the primary email account. Using a desktop browser you'll see the following in the Accounts settings:

Select the main settings menu triple line icon top right header
Select Settings from the menu
Select Accounts in the left side panel
Select Edit for the relevant account
You'll see an Edit window
Scroll down and just re-enter the password for the incoming / outgoing server
Select the Save button
The account will be back in action as a secondary added account

Re: Email access

Ady-TalkTalk — Fri, 24 Feb 2023 13:15:27 GMT

Hi SteveF11, there are no mailboxes list in private notes and the one you registered on here with has full access. Please let me know when you've added the mailbox.

Ady

Re: Email access

SteveF11 — Fri, 24 Feb 2023 18:15:46 GMT

Ady

Sorry I do not know where and how to add anything to my Community Private Notes. Can you assist.

Just to answer Gondolas question, my daughter has advised me that she can sign into her account via webmail via her account.