topic Re: Email access lost via iOS in Email

Email access lost via iOS

CarolWithEmailProblems — Fri, 17 Mar 2023 14:11:04 GMT

Dear Ady-TalkTalk

I am having exactly the same issues, I explained everything on a long Chat yesterday to no avail and we got cut off. I just emailed your wider team with all the details and they did not help, just directed me here.

Please can you add me to your restore list to give me full access to my emails while I am using the embedded Apple IOS Mail application on my iPad and iPhone.

Here is a copy of that email - please can you help resolve this for me.

Dear Talktalk

Following the email you sent me on the 16th Feb 2023, copy attached, I have been unable to access my email in my Apple IOS email application on my iPad and iPhone 8 (both running the latest IOS 16 software). Both are using the encrypted SSL settings but I can not receive any emails on the Apple App. I can only see them using your talktalk webmail page that I am using now.

I have read on line, on your community forum, that you, at talktalk, have to reset something at your end to allow full access and the emails to be sent through and accessed via the Apple Mail App and not limited to webmail only access.

Please see this link for further details: https://community.talktalk.co.uk/t5/Email/Email-account-will-not-verify-in-Apple-Mail-app/td-p/2960502

I spent hours on a chat with Jennifer yesterday checking all the settings to no avail, the chat crashed before we had completed and resolved the task, I can not start that again which is why I write to you today in the hope that you can resolve this issue.

I attach screenshots of my iPhone with all the populated fields as detailed in your set-up guide and the chat yesterday.

I need your expert help and would really appreciate your prompt attention and resolution of this important matter.

Kind Regards
Carol

Re: Email access lost via iOS

Gondola — Fri, 17 Mar 2023 14:14:27 GMT

Hi Carol

Using SSL ON and secure mail port settings should work OK for iOS16. So I've asked that full access is restored for the mailbox email address that you must add to your Community profile, Personal information, Private notes. (Do check it's there - master mailbox address if using an alias address)

TalkTalk Support will respond here and then restore IMAP4 / POP3 access as soon as reasonably possible. Until full access is switched back on, use TalkTalk Mail webmail via an up to date Internet browser to keep in touch with email contacts.

Are you confident that no help is necessary checking services / devices / email software for the correct incoming and outgoing server settings in use? Did you identify the insecure settings, for example? The culprit device or software that got mailbox access switched off because ports 25 (SMTP) or 110 (POP) or 143 (IMAP) were used?

Re: Email access lost via iOS

CarolWithEmailProblems — Fri, 17 Mar 2023 15:02:24 GMT

Thank you for the super fast response - I should have come here first 🙂
I am sure that all the settings and passwords are correct, I just need the access restored to my email account and it should all start working correctly on the Apple IOS mail app.

To be on the safe side here are some pictures of the mail settings, please confirm they are as expected. (that was hard work uploading the pictures, the done button was obscured by the position buttons? After a lot of clicking, here they are!)

111

Re: Email access lost via iOS

Gondola — Fri, 17 Mar 2023 15:11:36 GMT

The settings shown are spot on perfect. You'll have no problem connecting and getting the password authenticated as soon as TalkTalk Support switch IMAP access on for your mailbox.

Heads up that because there is normally no weekend support by the TalkTalk Support team that work with us it'll be next week before you receive a TalkTalk response and then a couple of days wait for the request to be actioned. But rest assured that the request is in and you should be back in action in the first half of next week.

Until then use TalkTalk Mail webmail. There are some current issues of poor responsiveness using webmail but webmail is essentially up and running.

Re: Email access lost via iOS

Gondola — Fri, 17 Mar 2023 15:13:33 GMT

PS don't forget to update your Community profile.

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

Account holder name, TalkTalk home 'phone number (if not Data Only broadband)

Alternative mobile contact number. Full address with postcode (in the Location box)

Scroll down to Private notes to add the customer email address needing attention

Check and Save changes

Select here: Update your profile

Re: Email access lost via iOS

CarolWithEmailProblems — Fri, 17 Mar 2023 15:19:26 GMT

Great response thank you Gondola - you really are a Star!

I look forward to full access next week.

Have a fantastic weekend 🙂

Re: Email access lost via iOS

Ady-TalkTalk — Mon, 20 Mar 2023 10:05:16 GMT

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

Ady

Re: Email access lost via iOS

CarolWithEmailProblems — Tue, 21 Mar 2023 13:37:15 GMT

Thank you Ady

I will give it a go tomorrow in the hope that normal service has resumed.

Do I have to do anything special or just long in to my Apple IOS Mail App and refresh?

Re: Email access lost via iOS

Gondola — Tue, 21 Mar 2023 13:48:10 GMT

Just open the Apple Mail app. You'll have no problem connecting and getting the password authenticated as soon as TalkTalk Support switch IMAP access on for your mailbox.

Re: Email access lost via iOS

Ady-TalkTalk — Thu, 23 Mar 2023 09:53:30 GMT

There's been a slight delay. I've checked and the mailbox should be unlimited later today.

Ady

Re: Email access lost via iOS

CarolWithEmailProblems — Wed, 29 Mar 2023 15:56:36 GMT

Dear Ady and Gondola

Thank you for resolving the problem, both iPhone and iPad are working correctly sending and receiving emails which is excellent.

The only issue I now have is that my daughter's emails are being blocked. I have no email filters set and can not find any settings to stop emails being blocked.

I have read on here that this may be something that your Admin team can resolve.

Please can you look in to this for me.

Blocked Email Image from my Daughter

Re: Email access lost via iOS

Gondola — Wed, 29 Mar 2023 16:15:58 GMT

TT992 is a rejection of mail by the inbound TalkTalk Mail server due to something suspicious about the sender or content of the mail. It's a block for virus or spam protection.

Ask your daughter to send mail to you by using Gmail webmail. No attachments, just plain text.

If that works then just ask her to scan her email device and any email attachments for virus or malware. If she is sending from home ask her then to switch the home broadband router off for 30 minutes to see if that then offers a new public IP address as it's sometimes the case that a public IP address assigned to a home broadband router may have been previously used to send spam and is therefore on a spam blacklist. Then retry sending.

Let us know the outcome.

Re: Email access lost via iOS

CarolWithEmailProblems — Wed, 29 Mar 2023 21:38:15 GMT

Thank you for your prompt response again Gondola, it is appreciated.

She has tried all the things you suggested to no avail.

She thinks it started when sending lots of short test messages to me to see if I could access them on my phone. It’s as if TalkTalk now think that her normal email address is spam.

If she uses a different gmail address from the same device it comes through no problem.

What can we try next?

Re: Email access lost via iOS

Gondola — Wed, 29 Mar 2023 22:01:54 GMT

Neither the IP address nor Gmail are being rejected but if a specific email address is getting rejected then that would suggest it's been flagged up by TalkTalk users as spam. You didn't inadvertently mark it as spam yourself in TalkTalk Mail webmail during testing?

Select here: Sign in to TalkTalk Mail

Enter your email address and password, select Sign in.

Check the Inbox first and then check Spam and Trash folders for her mail messages. If you find one of her mail messages in the Spam folder then select Not Spam from the toolbar. This will move the message to the Inbox and notify the network spam protection that the email address is good. Find one of her previous messages and drag and drop that into the Spam folder and then select that message and then select Not Spam from the toolbar to achieve the same result. May not effect an immediate unblocking but will help.

Her mail not reaching your Inbox could mean there's a Filter rule that's set to block her mail.

To check, select the Main Settings menu icon  triple line icon top right on the blue header
(Mobile browser? use the desktop version)
Select Settings from the top of the menu
Select the inward facing arrowhead by Mail (or Email) in the left side panel
Select Filter Rules
If there's no rule defined, that's perfect
To delete a Filter rule including any Auto forward
select the Dustbin icon  to the right of the rule
The icon background will turn red 
To confirm you really want to delete this Filter rule
Select the blue Delete button

If you do find any Filter rules then best to delete them all. Let us know what you see.

Ady could check her email address so add that with a note to your Community profile, Private notes box.

Re: Email access lost via iOS

CarolWithEmailProblems — Thu, 30 Mar 2023 05:43:46 GMT

Good morning, thank you for you suggestions. I have followed all the instructions re. Spam and filters, but nothing has appeared to work, you said it may take a while to reset.

I have also added the troublesome email address to my private notes, please can you check this out your end as all other gmails come through no problem.

Have a good day, and I hope to hear from you soon.

Re: Email access lost via iOS

Gondola — Thu, 30 Mar 2023 07:41:41 GMT

Did you find her email already in the spam folder?

Or did you find there were filter rules that you have now deleted?

Feedback on these things is helpful to know how best to resolve the issue.

Re: Email access lost via iOS

CarolWithEmailProblems — Thu, 30 Mar 2023 07:45:44 GMT

Sorry I did not answer this fully as requested 🙂

No there was nothing in the spam folder, i did as you suggested and found an email from last week, marked it as Spam and the marked it as Not Spam.

There were no filtering rules assigned so I did not have to delete anything here.

I hope this helps resolve the issue.

Re: Email access lost via iOS

Gondola — Thu, 30 Mar 2023 08:22:31 GMT

Good that you have no filter rules and that her email was not found in the spam folder.

But you didn't follow my instructions on dragging and dropping her email into the spam folder. I didn't ask you to Mark as spam as that notifies the network filters confirming it is spam. This worsens the issue. I just hope that marking as not spam cancels out the inadvertent Mark as spam.

But don't do anything else. Just let TalkTalk see why the network filters are rejecting.

Re: Email access lost via iOS

CarolWithEmailProblems — Thu, 30 Mar 2023 15:25:31 GMT

I did try to follow your instructions, but I was using my iPad which doesn't really allow the drag and drop so did the best I could to have the same end result.

I am 77 years old and thought I was doing okay understanding all these IT issues and instructions. Please be patient with me 🙂

How long do you think it will be until TalkTalk have investigated this blocked email address?

Re: Email access lost via iOS

Gondola — Thu, 30 Mar 2023 17:40:58 GMT

No worries.

If you need the alternative to drag and drop to the Spam folder then select the email and then the triple line actions menu and you'll find in the menu options a Move option immediately below the Mark as Spam option. Select that and then from the folder view that appears you can select the Spam folder.

As for how long to fix. I'd say early next week. Ady was on today but only very briefly. If he's here tomorrow then I hope he'll pick up the topic and check for you but if not then early next week.