topic Re: Unable to login to Myaccount as Mailplus customer in Email

Unable to login to Myaccount as Mailplus customer

Nomoreb***T — Sun, 26 Feb 2023 15:16:59 GMT

Hi,

I am a new Mailplus customer having had Talktalk emails for years. When my Thunderbird client emails stopped after TalkTalk announcing I still had the wrong email server settings ( not ) I signed up to Mailplus in January 2023.

I completed registration for Myaccount and it appears the login is arrested by something I do not understand. I will end up with "Sorry due to technical issues we can’t log you in right now. Please try again later."

Tried resetting the password - did not work.

Today I spent (wasted) 1 hour with Talktalk customer services on chat as they liked to do some ping-pong passing me to 3 different departments within the hour. They seemed to be fed up with me as they just cut the chat at some stage - the chat went from the person to the BOT.

My webmail is working however the point of subscribing to Mailplus is that I want to able to use email on clients and phones.

Before you ask all settings regarding the incoming and outgoing mail server settings are correct.

Istvan

Re: Unable to login to Myaccount as Mailplus customer

Gondola — Sun, 26 Feb 2023 15:47:02 GMT

The inability to login to a MailPlus MyAccount is a MyAccount protection issue that is currently unresolved for MailPlus customers that try to login from a non-TalkTalk IP address.

About using secure mail settings:

If you saw the message from TalkTalk advising "Our records show that you are still accessing your email using unencrypted email settings, because of this you will no longer be able to receive or send emails via this email app or software" then the email address receiving that notification has been limited to webmail only access as a last resort action by TalkTalk to stop the use of insecure email.

TalkTalk Mail webmail is secure by design using an up to date Internet browser.

Select here: Sign in to TalkTalk Mail

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

You will be able to get email access restored to email apps or software including mail collection services so long as you're ready to use up to date and secure email settings for all the ways you view emails. We can advise on device and software compatibility and provide customer setup guides. Just let us know each mail collection service, each device, its operating system and email software including version that are in current use.

You may think all settings are correct but some device may not be capable of secure mail e.g. Windows Live Mail, Outlook 2010, MacOS 10.11 El Capitan etc.

For a definitive check of settings take screenshots of the incoming and outgoing server settings, image edit to obscure the first part of the email address and upload here using the Camera icon (desktop browser) or Picture icon (mobile browser) above this reply area.

When you confirm the secure settings are ready I can request TalkTalk Support to restore full access. TalkTalk Support will respond here and access will be restored usually within a couple of working days.

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

Email account holder name

Scroll down to Private notes to add the email address(es)
and TalkTalk or MailPlus customer 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
Using TalkTalk Mail

Email settings and device setup guides for TalkTalk Mail

About TalkTalk Mail Plus

Re: Unable to login to Myaccount as Mailplus customer

Nomoreb***T — Sun, 26 Feb 2023 23:50:22 GMT

Many thanks for your response.

Well, the point of paying for the Mailplus account is that you want to keep your email address even if you are not a Talktalk broadband customer and Talktalk should expect people to do so from a non Talktalk IP address.

I have full access to webmail. Also I can receive email via my iPhone email app which is not the case for Thunderbird on my Windows 11 desktop. My wife has the same settings on her Thunderbird profile except the email address and password as myself and she is unable to manage any of her emails via Thunderbird or her iPhone email app.

I have attached the settings for both of us. These settings have been in place well before the emails about incorrect server settings from Talktalk arrived and therefore I have not made the connection between the two.

Re: Unable to login to Myaccount as Mailplus customer

Gondola — Mon, 27 Feb 2023 00:37:05 GMT

Your observation about MailPlus is correct. It's been overlooked that MailPlus customers will not be connected to the TalkTalk network. So, we're waiting for a fix. But there are workarounds to the management of MailPlus existing email accounts.

Obviously your wife's email address has been limited to webmail only access. Make sure that address is in your Private notes.

Your email address appears not to be limited at this time.

The iPhone settings for both are good. Yours is working and your wife's will be authenticated as soon as TalkTalk restore the device access for your wife's mailbox.

The Thunderbird settings for the Is mailbox are only shown for the incoming mail server. These settings will not work.

The Connection security must be changed to SSL/TLS and the port number will then automatically default to the required 993.

Other than that what's shown is ok. Cannot comment on the unseen outgoing SMTP server settings.

The Thunderbird settings for the Be mailbox are only shown for the incoming mail server. These settings will not work.

The User name must be the full email address not a name.

Other than that what's shown is ok. Cannot comment on the unseen outgoing SMTP server settings.

Here are the full set of settings for both the Incoming IMAP mail server and the outgoing SMTP mail server

Account Type	IMAP secure Email Account
User Name	Full email address
Password	Email password
Incoming mail server (IMAP)	mail.talktalk.net
Incoming Port	993
Incoming Connection Security	SSL/TLS
Authentication Method	Normal Password
Outgoing server (SMTP)	smtp.talktalk.net
Outgoing Port	587
Outgoing Connection Security	STARTTLS
Authentication Method	Normal Password

So, as the iPhone settings are good and you should with the settings I've given and advice I've given be able to get Thunderbird secure settings corrected. I've therefore requested that full access is restored for the email address mailbox in your Community profile Private notes.

TalkTalk Support will respond here and access returned within a couple of days after that. Until then both of you can use TalkTalk Mail webmail via an up to date Internet browser to keep in touch with email contacts.

Re: Unable to login to Myaccount as Mailplus customer

Ady-TalkTalk — Tue, 28 Feb 2023 14:30:27 GMT

Hi Istvan, please add the affected mailbox so that I can help you get this sorted.

Ady

Re: Unable to login to Myaccount as Mailplus customer

Nomoreb***T — Tue, 28 Feb 2023 16:42:46 GMT

Hello Ady,

The mailbox is obscured for customer security ( not working on iOS neither on Win 11 Thunderbird with the correct incoming/outgoing server settings as per Gondola ).

Many thanks again,

Istvan

Re: Unable to login to Myaccount as Mailplus customer

Gondola — Tue, 28 Feb 2023 16:45:03 GMT

The mailbox isn't going to be working yet as IMAP4 / POP3 access has not yet been restored. Please put the email address in your Community profile, Personal information, Private notes and save changes.

Re: Unable to login to Myaccount as Mailplus customer

Nomoreb***T — Tue, 28 Feb 2023 16:51:06 GMT

Thank you, Gondola, email is private notes now.

Re: Unable to login to Myaccount as Mailplus customer

Nomoreb***T — Fri, 03 Mar 2023 14:06:43 GMT

Good afternoon,

Just checking back to find out whether you could give me an update when restoration of my wife's IMAP access would happen.

Many thanks,

Istvan

Re: Unable to login to Myaccount as Mailplus customer

Gondola — Fri, 03 Mar 2023 15:19:52 GMT

I've pushed another reminder into the TalkTalk Support workflow as a few topics seem to have not been picked up and actioned. This one included. Unfortunately, it'll probably be next week before you get a TalkTalk Support response as there's no active support for Community at the weekends.

Re: Unable to login to Myaccount as Mailplus customer

Ady-TalkTalk — Tue, 07 Mar 2023 08:44:30 GMT

Hi Istvan, I've added your mailbox to those to be restored to normal function. Please allow 48 hours for the change to complete.

Ady