topic Re: Reported Fault REP-12550651 - what has happened to it? in Email

Reported Fault REP-12550651 - what has happened to it?

Doggy2 — Mon, 27 Feb 2023 11:56:07 GMT

I have recently made the alterations to settings which had to be done by 23 Feb. Now I cannot send any emails via Mail (MacOS Mojave 10.14.6). The fault No is REP-12550651 and I cannot find what is happening in order to help me sort it out. I have spent hours so far talking to people, emailing etc but to no avail. Please help me - I need to get this running for my work.

Re: Reported Fault REP-12550651 - what has happened to it?

Gondola — Mon, 27 Feb 2023 13:19:33 GMT

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, passwords will then re-authenticate, 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.

MacOS Mojave 10.14.6 is capable of secure mail so we just need to help you set it up in preparation for mail access to be restored. But if you access mail in any other way other than webmail then that needs to be checked also.

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: Reported Fault REP-12550651 - what has happened to it?

Doggy2 — Tue, 28 Feb 2023 20:17:37 GMT

I have done all of this recommended stuff and have spent even more time on two calls to the Philippines today and still am getting the same result i.e. emails not sending via Mail. Everything is OK using Webmail which is not what I want to do apart from in an emergency.

Here are typical responses when I do try to send anything. Please could you help me sort this out as I am wasting so much time trying to do so.

Re: Reported Fault REP-12550651 - what has happened to it?

Doggy2 — Tue, 28 Feb 2023 20:19:58 GMT

PS I have now changed the Outgoing setting for Use SSL on Port 587 but it still isn't working

Re: Reported Fault REP-12550651 - what has happened to it?

Gondola — Tue, 28 Feb 2023 21:51:16 GMT

The Primary tiscali email account that you're showing the settings for will not authenticate a connection to the mailbox because the previous continued use of insecure settings got the mailbox access for POP3 switched off.

TalkTalk Support have yet to pick up this topic, pick up your tiscali email address from Private notes and arrange for access to be switched back on.

When that happens you need to have further amended the settings shown in your screenshot.

The incoming mail server (POP) is good.

The outgoing mail server (SMTP) must use:

Username: the full tiscali email address (it's NOT optional)

Password: the tiscali email password (it's NOT optional)

Host name: smtp.talktalk.net (no change)

Port: 587 (no change)

Tick Use TLS/SSL

Authentication: Password

On that basis I've requested that full access is restored for the email address mailbox in your Community profile, Personal information, Private notes.

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

Re: Reported Fault REP-12550651 - what has happened to it?

Doggy2 — Wed, 01 Mar 2023 08:37:33 GMT

Thank you so much for this information.

You are so much more help than TalkTalk itself. Is there anyway I can speed TalkTalk up in restoring access? I have now been a week with the problem and am awaiting a return call from the Phillipines this morning although the TalkTalk person there did admit yesterday that she wasn't actually able to do anything to help with email problems.I shall tell her what you have said in the hopes that she can chivvy them up!

The ChatBot is useless in these cases too.

Re: Reported Fault REP-12550651 - what has happened to it?

Ady-TalkTalk — Thu, 02 Mar 2023 10:24:16 GMT

Hi Doggy2, both of the email addresses in your profile have full function and are not limited.

Ady

Re: Reported Fault REP-12550651 - what has happened to it?

Gondola — Thu, 02 Mar 2023 10:34:28 GMT

Which means that your mail sending was blocked because MacMail wasn't set up securely as I explained and would have been fixed just by the use of secure settings:

The outgoing mail server (SMTP) must use:

Username: the full tiscali email address (it's NOT optional)

Password: the tiscali email password (it's NOT optional)

Host name: smtp.talktalk.net

Port: 587

Tick Use TLS/SSL

Authentication: Password

So, let us know if you are sending mail ok from MacMail on the Mojave PC.

Re: Reported Fault REP-12550651 - what has happened to it?

Doggy2 — Fri, 03 Mar 2023 12:04:43 GMT

All done as requested (they were corrected to the TalkTalk changed settings anyway on 22 Feb when the problem started) but still unable to send emails from Mail. Same messages as given before. I have TalkTalk supposed to be phoning me today after I raised a complaint about it. I hope someone will be able to settle it.

I wish I could find out how to actually see the responses to me on the Community website - am completely new to this and can't find any instructions as to how to use it so it's all a bit of guesswork as to whether or not I actually find the appropriate thread!! Managed it today though.....

Re: Reported Fault REP-12550651 - what has happened to it?

Doggy2 — Fri, 03 Mar 2023 12:05:58 GMT

Not so Ady - I still cannot send emails from Mail (sadly)

Re: Reported Fault REP-12550651 - what has happened to it?

Gondola — Fri, 03 Mar 2023 12:13:39 GMT

Are you still seeing the Authentication required TT401 error message or has that changed to a different error message?

Re: Reported Fault REP-12550651 - what has happened to it?

Doggy2 — Fri, 03 Mar 2023 12:30:51 GMT

Yes still seeing exactly the same TT401 message saying Authentication required - the reference number changes each time but basically like this on the Test email I have just tried again (for the nth time!):

The server response was: Y4UEpoQwOFLnq Authentication Required (TT401)

Re: Reported Fault REP-12550651 - what has happened to it?

Gondola — Fri, 03 Mar 2023 12:42:31 GMT

Did you fill in the Username and Password for the outgoing SMTP server and set the Authentication to Password?

The outgoing mail server (SMTP) must use:

Username: the full tiscali email address (it's NOT optional)

Password: the tiscali email password (it's NOT optional)

Host name: smtp.talktalk.net

Port: 587

Tick Use TLS/SSL

Authentication: Password

I would have expected that to work.

Re: Reported Fault REP-12550651 - what has happened to it?

Doggy2 — Fri, 03 Mar 2023 13:52:03 GMT

And 'yes' all the other settings are ok and have been all the time. I only removed my email ID to send the message to you as that's what I was told to do (presumably for security) but I changed them straight back after taking the screenshot.

Re: Reported Fault REP-12550651 - what has happened to it?

Gondola — Fri, 03 Mar 2023 13:57:36 GMT

In that case the mail server must be rejecting authentication for another reason like deeming that the password is too weak.

So, the Reset password now button in the help article Changing your email password will take you to password reset and recovery.

If you have set up password recovery options, in advance, that you recognise from the *****hints, then you can send your alternate email address a link or your mobile a 6-digit code to authorise a password reset.

Check webmail accepts the new password linked to the email address and then edit the password stored in MacMail / keychain / Cloud keychain and have another go.

Re: Reported Fault REP-12550651 - what has happened to it?

Doggy2 — Fri, 03 Mar 2023 14:12:23 GMT

Sorry to disturb you again but I have noticed that within the Settings for to outgoing server, if I have the correct email address and password in the appropriate places, then I am not sure how that copes with the second email address. I have 2 email addresses as, at some point way back in history, TalkTalk made me have an extra one for my account. If I correct the outgoing server setting for the Primary email address/password, it also alters that information relating to the outgoing server setting for the Secondary email address.

It has always worked up to now but I'm not sure if this has any relevance - help!!

Just had the complaint handler calling me to check I still have the error and telling me he will call back in another couple of days!

Re: Reported Fault REP-12550651 - what has happened to it?

Doggy2 — Fri, 03 Mar 2023 14:18:49 GMT

Just realised that I didn't have the 'Password' ticked on the Sender Authentication and it has worked now - Allelulia I hope I can be back to normal now and thank you for all of your help. I really appreciate it.

Re: Reported Fault REP-12550651 - what has happened to it?

Gondola — Fri, 03 Mar 2023 15:28:36 GMT

OK, well not having the password for authentication does rather cause problems. Good to know you found the mistake.

We do appreciate your time in letting us know. Thank you.

You could usefully help others by selecting post 8 for 'Accept as Solution'

Re: Reported Fault REP-12550651 - what has happened to it?

Doggy2 — Fri, 03 Mar 2023 16:02:04 GMT

Yes, I agree but it must have been like that beforehand and it would have helped if TalkTalk had made it clear that it had to be completed when the changes were sent out to everyone.

Re: Reported Fault REP-12550651 - what has happened to it?

Doggy2 — Fri, 03 Mar 2023 16:07:56 GMT

Sorry - I would Mark as Solved if I could work out how to do this. May be you could do it for me?