topic Re: Cant sign on to email with my samsung email app from my Andriod deviced. in Email

Cant sign on to email with my samsung email app from my Andriod deviced.

ollingd — Sun, 02 Jul 2023 09:35:14 GMT

Since June 13th I have not been able to acccess email from all of my three samsung andriod devices.

Message is, user and password not valid.

I am able to access tiscali via web mail.

I am a Talktalk email plus user.

Can anyone help?

Re: Cant sign on to email with my samsung email app from my Andriod deviced.

Gondola — Sun, 02 Jul 2023 12:57:44 GMT

If any of the Android devices have been using insecure settings then TalkTalk may have limited your mailbox to webmail.

For example, using port 143 or 110 for incoming email - these are the insecure ports.

TalkTalk would reset your mailbox when you're definitely using secure settings.

Re: Cant sign on to email with my samsung email app from my Andriod deviced.

ollingd — Tue, 04 Jul 2023 17:20:28 GMT

I am using the set up as specified in the Talktalk email dated 6th sept 2022. imap 993 and smpt 587.

Re: Cant sign on to email with my samsung email app from my Andriod deviced.

Gondola — Tue, 04 Jul 2023 17:28:24 GMT

OK, that suggests that your devices are set up for secure connections to the mailbox so no reason for being restricted to webmail only access.

The other factor that would trigger a restriction is failure of the MailPlus subscription. Are you on the £5 per month or £50 a year option and have you checked your bank statement to see if the subscription has been taken by Direct Debit?

Re: Cant sign on to email with my samsung email app from my Andriod deviced.

ollingd — Tue, 04 Jul 2023 19:37:13 GMT

Of course you seem to be right. TalkTalk failed to collect my direct debit for what ever reason and then failed to tell me why they were restricting access.

Also, every route you take goes to 'Sign on to MY ACCOUNT' which as a Mail plus subscriber I do not have access to. So I can't see any status or settings.

Re: Cant sign on to email with my samsung email app from my Andriod deviced.

Gondola — Tue, 04 Jul 2023 20:03:06 GMT

There's a long-standing unfixed issue that prevents MailPlus customers signing in to the MailPlus MyAccount.

The probable reason for TalkTalk not taking the Direct Debit (DD) is that the MailPlus system set up the DD renewal date later than the annual anniversary of commencement of the MailPlus subscription.

You'll need to contact TalkTalk Billing agents to check the status of the DD and ask for payment to be credited in order to relax the restriction on the mailbox.

Re: Cant sign on to email with my samsung email app from my Andriod deviced.

Ady-TalkTalk — Wed, 05 Jul 2023 10:04:15 GMT

Hi ollingd, if you want me to check your account for you. Please reply to my personal message.

Ady

Re: Cant sign on to email with my samsung email app from my Andriod deviced.

ollingd — Wed, 05 Jul 2023 14:07:05 GMT

Thanks for your help Gondola. I had a 'chat' with talktalk billing and their response was 'not our fault' check with your bank. I have now paid by bank transfer so lets see if that fixes it. Why didn't someone tell me the DD failed, I asked. Response: your preferences were wrong!!

Another frustration is that no one I 'chat' with will give me an email to contact them directly.

Re: Cant sign on to email with my samsung email app from my Andriod deviced.

Gondola — Wed, 05 Jul 2023 15:00:25 GMT

This exact same situation that I described has happened to other customers and it's most definitely a TalkTalk failure to synchronise the MailPlus subscription and the billing Direct Debit. Other customers have had TalkTalk recognise and accept this fail and have been given a £50 credit.

I have no idea what the billing agent means by "your preferences were wrong". Do they mean the Direct Debit was set up for one payment only and not a recurring annual payment?

I'm not aware that the customer has any involvement in setting up the Direct Debit for MailPlus. Do you recall what happened and what confirmation(s) you received by email or in the post?

Re: Cant sign on to email with my samsung email app from my Andriod deviced.

ollingd — Wed, 05 Jul 2023 17:51:43 GMT

Hi Gondola, I asked billing support why I had not received an email telling me my bill was outstanding and this was the reply 'I understand you; the reason you are not emailed about this is because your preferences for contact are disallowed or no preferences have been chosen'

I have also contacted my bank and they told me the only reason to not action the DD was lack of funds, I had plenty.

Re: Cant sign on to email with my samsung email app from my Andriod deviced.

ollingd — Wed, 05 Jul 2023 17:57:39 GMT

Ady, I am a MailPlus user, can't log in to MY Account.

Re: Cant sign on to email with my samsung email app from my Andriod deviced.

Gondola — Wed, 05 Jul 2023 18:07:16 GMT

Tosh from TalkTalk. Preferences are for marketing and user tips about the service. Essential service notifications should always be sent to your registered email and or mobile or by letter.

Your bank is correct. I'd expect the Direct Debit is still active but set for a date 2 - 3 weeks after the annual MailPlus renewal. This has happened to several customers and is entirely due to TalkTalk not setting up the DD for the start anniversary of the MailPlus subscription. Keep an eye on your bank account to see if the DD is taken by the billing system. Have you got the date for the previous DD take?

Re: Cant sign on to email with my samsung email app from my Andriod deviced.

ollingd — Thu, 13 Jul 2023 11:06:42 GMT

Ady,

I paid my bill by direct tranfer on 4th July, but still can't access email via the mail app. Can you check if the account is now OK, please.

Re: Cant sign on to email with my samsung email app from my Andriod deviced.

Gondola — Thu, 13 Jul 2023 11:12:21 GMT

Payment to the MailPlus subscription account should have alerted the billing system to release the restriction to webmail only access. I'll push an escalation into the TalkTalk workflow to request a check of your mailbox status and MailPlus MyAccount status.

Re: Cant sign on to email with my samsung email app from my Andriod deviced.

ollingd — Fri, 14 Jul 2023 09:01:05 GMT

Thanks Gondola. The chat line just doesn't seem to get it. Also I lose them and just don't seem to be able to get back.

Re: Cant sign on to email with my samsung email app from my Andriod deviced.

ollingd — Sun, 23 Jul 2023 15:21:40 GMT

Still can't access my email from my samsung andriod phone.

Re: Cant sign on to email with my samsung email app from my Andriod deviced.

Gondola — Sun, 23 Jul 2023 15:28:50 GMT

Ady doesn't seem to have confirmed that all is back to normal for your mailbox so I'll push a reminder into his workflow.

Just in case the Android settings aren't up to date please 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 picture icon above this reply area. I'll check those out for you.

Re: Cant sign on to email with my samsung email app from my Andriod deviced.

Ady-TalkTalk — Mon, 24 Jul 2023 12:30:41 GMT

I no longer have access to the information about mailboxes limted or not. I have to wait for a email admins to confirm the information.

Ady

Re: Cant sign on to email with my samsung email app from my Andriod deviced.

Ady-TalkTalk — Mon, 24 Jul 2023 13:25:48 GMT

I chased this again and am informed that it was limited but has been restored back to full service. Please let me know if you need anything else.

Ady

Re: Cant sign on to email with my samsung email app from my Andriod deviced.

ollingd — Mon, 24 Jul 2023 15:02:39 GMT

Ady, it is now working properly and I can access my inbox from my phone after a month without the service.

Now is anyone going to fix the fact I can't log in to MY ACCOUNT, as so much of the support directs me to that route.