topic Re: Unable to receive emails in Email

Unable to receive emails

Johnclark39 — Wed, 01 Mar 2023 14:43:15 GMT

Please help me.

It appears that you have disconnected my email address obscured for customer security as you suggest that my settings are insecure. I have checked my server port settings and incoming and outgoing mail server ports and they appear to be correct. I have tried to change the incoming password as it appears to differ from the outgoing password but I am unable to make any change as, when I try to save the changes I get a warning flag which states: "Unable to verify account name or password.”

I am able to send emails from my computer (Apple Mail) but cannot receive emails. I can access these via TalkTalk mail

I have spoken to two customer service phone numbers and neither appear to be able to resolve the issue. The loss of my email address will cause me sever problems, not only in having to advise hundreds of contacts of a new address but also the need to re-print stationery and business cards.

I am using an Apple Mac computer, macOS Monterey version 12.6.2, Apple mail V16.0.

Your help in resolving this issue would be much appreciated.

John Clark

Re: Unable to receive emails

Gondola — Wed, 01 Mar 2023 14:51:51 GMT

Hi John

I've obscured the email address to protect you from spammers. The email address is an alias for a master pipex email address. Do you know the master pipex email address to which the alias is linked? It's the mailbox master address that has had IMAP / POP access switched off because of continued use of insecure settings via one source or another. So we need to help you find the culprit that got your mailbox restricted.

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.

The Apple Mac computer, macOS Monterey version 12.6.2 and Apple mail V16.0 are capable of secure mail but will not authenticate a connection until access is switched back on. Any other methods of connecting via IMAP or POP3?

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 receive emails

Johnclark39 — Wed, 01 Mar 2023 16:25:33 GMT

Thank you Gondola, my master email address is: obscured for customer security

Moderator note: Image removed.

Re: Unable to receive emails

Gondola — Wed, 01 Mar 2023 16:29:24 GMT

I've removed the master and alias addresses from your post to protect you from spammers.

The good news is that the MacMail secure mail settings are good so 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.

Are you confident that the Mac was the only culprit device / software that got your mailbox access switched off?

Re: Unable to receive emails

Johnclark39 — Wed, 01 Mar 2023 17:44:24 GMT

Just noted your question regarding devices; my iPhone is also affected and I am unable send emails from my iPhone.

John

Re: Unable to receive emails

Gondola — Wed, 01 Mar 2023 17:51:40 GMT

Take screenshots of the incoming and outgoing server settings on the iPhone, image edit to obscure the first part of your email address and upload here using the picture icon above this Reply area. I'll take a look and advise on any changes.

I assume we're talking about the same mailbox address as used on MacMail?

Re: Unable to receive emails

Johnclark39 — Thu, 02 Mar 2023 11:20:57 GMT

Hi Gondola,

Thank you for your help. The iPhone problem of not being able to send emails affects all .dsl.pipex.com addresses

iPhone settings 1iPhone settings 2

Re: Unable to receive emails

Gondola — Thu, 02 Mar 2023 11:50:31 GMT

On the incoming settings the server port should be 995.

What's set up on the Outgoing server SMTP settings please?

Re: Unable to receive emails

Johnclark39 — Thu, 02 Mar 2023 12:28:28 GMT

Hi Gondola,

Thank you again for your guidance, I have changed the incoming port setting. Don't know how I missed that. Screenshot of outgoing server page attached.

outgoing server image

Re: Unable to receive emails

Gondola — Thu, 02 Mar 2023 15:02:51 GMT

Almost there.

The username (full email address) and password are not optional even though the app says they are. Authentication is by Password.

So, when you put in the username and password the device settings will be all correct and ready to receive mail messages and send mail messages securely.

Re: Unable to receive emails

Johnclark39 — Thu, 02 Mar 2023 14:56:51 GMT

Thank you so much Gondola. Hopefully once TalkTalk switch me back on all will be well.

Re: Unable to receive emails

Gondola — Thu, 02 Mar 2023 15:00:27 GMT

I'll be here to support you all the way so if there are any hiccups we can fix them together.

Re: Unable to receive emails

Ady-TalkTalk — Thu, 02 Mar 2023 16:30:24 GMT

Hi Johnclark39, I've added your mailbox to those to be restored to normal function. Please allow 48 hours for the change to complete.

Ady

Re: Unable to receive emails

Johnclark39 — Thu, 09 Mar 2023 11:59:29 GMT

Hi Gondola,

Thank you for your help last week. My Email service has now been restored, but unfortunately, I am still unable to send mail from my primary (POP3) address from my iPhone. I have checked that the outgoing server settings are as you described but it still does not work. I am able to send from my iPhone using my alternative email address so it is not a phone fault. Any ideas?

JOHN CLARK

Re: Unable to receive emails

Gondola — Thu, 09 Mar 2023 12:09:13 GMT

Did you add the master pipex mailbox address and password to the outgoing smtp server to authenticate the sending?

Re: Unable to receive emails

Johnclark39 — Thu, 09 Mar 2023 12:19:23 GMT

Yes, I have tried it with both the master address and the alias, but to no avail

Re: Unable to receive emails

Gondola — Thu, 09 Mar 2023 12:31:34 GMT

The outgoing server settings certainly looked OK when you posted them just needing the Username, password and Authentication by PASSWORD setting and it should send.

Show me a new screenshot, redact the first part of the email address. If that looks good then it must just be a glitch in the phone setup so the usual power down and power back on and retry or if that doesn't resolve then delete and re-add the email account on the phone.

Re: Unable to receive emails

Johnclark39 — Thu, 09 Mar 2023 13:54:31 GMT

Outgoing screenshot

I have tried power down - no good, so if settings appear good I will try delete and re-add.

Re: Unable to receive emails

Gondola — Thu, 09 Mar 2023 14:00:47 GMT

Settings perfectly good, all seems ok.

Re: Unable to receive emails

Johnclark39 — Thu, 09 Mar 2023 17:13:55 GMT

Hi Gondola,

I have deleted and re-added the email account but I am still unable to send from the (POP3) .dsl.pipex account. Any other ideas?