topic Re: Can’t receive emails in Email

Can’t receive emails

Gadget25 — Sat, 25 Feb 2023 18:36:11 GMT

Of the 5 talktalk accounts I have, 1 of them now cannot receive emails through an iPhone, Outlook or Outlook Express. I can log into webmail and see them all no problem but cannot receive emails on this one account. It kept asking for the password which I knew was correct. I then changed the password but it still asks for it. I then deleted the account from my iPhone and tried setting up a new one but unable to go further than the first screen as it now says I need to enter a password, which I have….! Please help.

Re: Can’t receive emails

Gondola — Sat, 25 Feb 2023 19:16:16 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 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.

First, the use of Outlook Express is the primary offender that got your mailbox limited to webmail only. Cease using Outlook Express, delete it or change its password so it cannot login to your mailbox (or any of your mailboxes) at any future time. Outlook Express does not support secure mail to the required TLS 1.2 standard required for TalkTalk Mail.

What version of Outlook are you running and on what Operating system? And the iPhone, what is its iOS operating system?

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: Can’t receive emails

Gadget25 — Sat, 25 Feb 2023 20:27:52 GMT

Many thanks for the reply. Sounds like Outlook Express may be the culprit but can’t follow it all through until I’m back in the office with access to both pc’s. Hopefully I’ll get my head around it in the next few days.

Thanks again and will update you as soon as I can.

Re: Can’t receive emails

Ady-TalkTalk — Tue, 28 Feb 2023 06:27:24 GMT

Hi Gadget25, please let us know when you're using secure mail clients and we can get the accounts unlimited.

Ady

Re: Can’t receive emails

Gadget25 — Fri, 03 Mar 2023 10:29:25 GMT

Hi Ady/Gondola,

After finally returning to the office, I have now checked my pc to find it's running Windows Live Mail version 2011 and not Outlook Express (apologies). This is on Windows 10 Home version 22H2 but assume the email program has the same security issues so have tried to disable it completely by clearing the passwords. I'm not however sure if this is the correct way and still keep all my emails so any guidance would be appreciated. I'm also now trying to use Outlook through Office 365, version 2301 and assume this works with the current security/encryption issues.

Please could let me know if anything else is needed and if ok, hopefully start the process to reset my mailbox access.

I did think it was covered last October when TalkTalk sent an email requesting settings changes which I duly carried out and that their recent email was just a duplication. I didn't fully appreciate how much of a problem this was and really must pay more attention next time!

As before, many thanks for all your help on this.

Re: Can’t receive emails

Gondola — Fri, 03 Mar 2023 10:42:49 GMT

Yes, WLM is not supported and clearing the password to make sure it will never authenticate a connection to your mailbox is the right thing to do.

Outlook 365 supports secure mail and to check / update go via the Advanced setup settings of an email profile, as in this example for Windows 10.

Select the Windows icon bottom left
Select the Settings cog icon
Select Accounts
Select Email & Accounts and for a first time setup select Add Account and enter the settings in the table
Or select the email account
Select Change account or double click on the email account

At that point on your device you ought to see the Outlook setup to enter the TalkTalk Mail server settings: NB All talktalk domains use the exact same IMAP secure settings.

Supported Outlook 365 settings for IMAP email accounts are:

Account Type	IMAP secure
Username	Full TalkTalk email address
Password	TalkTalk email password
Incoming mail server	mail.talktalk.net
Incoming Port (IMAP)	993
Incoming Connection Security	SSL/TLS
Outgoing mail server	smtp.talktalk.net
Outgoing Port	587
Outgoing Connection Security	STARTTLS
My Outgoing Server Requires Authentication	Yes
Authentication Method	Normal Password (Not SPA)

However, Outlook 365 will not authenticate a connection until TalkTalk restore full access.

I've requested full access is restored.

Re: Can’t receive emails

Gadget25 — Fri, 03 Mar 2023 16:35:26 GMT

Many thanks Gondola.

All my emails are slowly restoring so looks like all is well.

Have a great weekend and thanks again for all your help.

Re: Can’t receive emails

Gondola — Fri, 03 Mar 2023 17:15:58 GMT

You're welcome.

We do appreciate your time in letting us know you're coming back online. Thank you.