topic Re: Correct e-mail settings for onetel accounts in Email

Correct e-mail settings for onetel accounts

brbrown — Thu, 13 Jul 2023 15:08:51 GMT

Hello Gondola. I guess it is OK to but in on this topic now there are no more replies but I have a similar problem. Suddenly I can longer send emails using my onetel email address because I get messages saying that the SMTP server is unavailable (I wonder why) and I have had no notification from Talktalk that the email settings have changed. From what I have read above, my settings are correct. I am using Mac Mail.

I am afraid I can get no sense using the Chat line and I am unable to contact Talktalk. I know it's a long shot but can you offer any ideas please? Regards. Brian.

Re: Correct e-mail settings for onetel accounts

Gondola — Thu, 13 Jul 2023 15:13:23 GMT

What is the Operating System running on the Mac? It does need to be Mac OS 10.12 Sierra or newer to support the secure encryption required for TalkTalk Mail.

The email settings for a supported Mac OS are given below. Settings are for any TalkTalk Mail domain including the onetel.com domain.

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

Setting up TalkTalk email on a Mac PC using Mac Mail

Re: Correct e-mail settings for onetel accounts

brbrown — Thu, 13 Jul 2023 17:11:30 GMT

Hello Gondola. Those settings appear to be only for Talktalk emails not Onetel and I couldn't see any settings for Onetel. Have I misunderstood?

Re: Correct e-mail settings for onetel accounts

Gondola — Thu, 13 Jul 2023 17:30:30 GMT

Tell me what you understand by "Settings are for any TalkTalk Mail domain including the onetel.com domain."

Re: Correct e-mail settings for onetel accounts

brbrown — Fri, 14 Jul 2023 07:44:07 GMT

Gondola, I am using Mac Ventura 14.4.1 and Mac Mail. I can send and receive emails with my Talktalk email address but I can't send emails using my Onetel email address. The settings above are for Talktalk emails. I can't find the settings for Onetel emails. I have not changed my settings which have worked for many months. I don't know if it has had any effect but Talktalk asked me to re-register my account using a Gmail email address which I did. The problem I have is that when I try to send emails using my Onetel address, they will not go and sit in my Outbox and I keep getting a message telling me they can't be sent because the SMTP server is unavailable.

I have tried telephoning Talktalk and they are mystified and the Chat line is of no use because it is automated with standard questions which do not relate to my problem.

Re: Correct e-mail settings for onetel accounts

Gondola — Fri, 14 Jul 2023 09:01:53 GMT

OK, the Mac OS software is supported by TalkTalk Mail.

Check that you can use an Internet browser to sign in to the onetel mailbox using the full onetel email address and email password. Check you can receive and send mail messages. The password must contain upper and lower case letters, numbers and a symbol and be at least 8 characters in length to be acceptable to the SMTP servers even if webmail is working. If the password is not compliant then upgrade the password first. Recheck webmail.

Now I need you to set up an entirely new email account on different software for the onetel mailbox. This is to check that your mailbox hasn't been restricted to webmail only access because you've been using out of date legacy onetel settings instead of the current talktalk.net settings that are required for ALL TalkTalk Mail domains.

So, install Thunderbird on the Mac.

Setup manually using the current email client settings for all TalkTalk Mail domains including the onetel domains:

Account Type	IMAP Email Account
User Name	Full Onetel email address
Password	Onetel email password
Incoming mail server (IMAP)	mail.talktalk.net
Incoming Port	993
Incoming Connection Security	SSL/TLS
Authentication Method	Normal Password
Outgoing server (SMTP)	smtp.talktalk.net
Outgoing Port	587
Outgoing Connection Security	STARTTLS
Authentication Method	Normal Password

The host server names use the talktalk.net domain and the only time you will see any reference to onetel is in the email address / User Name and description.

If the mailbox is not restricted to webmail only access and you set up Thunderbird using the settings I've shown then Thunderbird will receive and send your onetel mail.

That concludes the troubleshooting. Next is for you to take screenshots of the current setup on MacMail, image edit to obscure the first part of any email address and upload here so I can see where you have issues with the MacMail setup.

Re: Correct e-mail settings for onetel accounts

brbrown — Fri, 14 Jul 2023 10:22:44 GMT

I'm am getting very confused.

Your link took me to the Talktalk web mail. I was told that the Onetel web mail no longer existed.

I can access the Talktalk web mail and can send and receive Talktalk emails from there as well as from my Mac Mail but obviously not Onetel emails.

Surely my mail box has not been restricted to web mail because I can send Talktalk emails from Mac Mail.

Re: Correct e-mail settings for onetel accounts

brbrown — Fri, 14 Jul 2023 10:28:27 GMT

Incidentally Gondola, none of these settings are of any use is the Talktalk SMTP server is offline?

Re: Correct e-mail settings for onetel accounts

Gondola — Fri, 14 Jul 2023 11:24:56 GMT

Onetel mailboxes were migrated to the TalkTalk Mail platform in 2020.

Onetel mailbox users will sign in to webmail using the standard TalkTalk Mail sign in which is the same for ALL TalkTalk Mail domains.

Onetel mailbox users will use the talktalk.net server host names for email software connecting as IMAP or POP3 to the onetel mailbox on the TalkTalk Mail platform. Connections will work so long as the mailbox hasn't been using insecure legacy onetel settings that have got the mailbox limited to webmail only access. The talktalk.net mail servers are working perfectly ok thank you.

So, just follow the troubleshooting steps I've given you.

Step 1. Tell me you can sign in to TalkTalk Mail webmail using the onetel email address and its password and both receive and send mail messages.

Re: Correct e-mail settings for onetel accounts

brbrown — Fri, 14 Jul 2023 12:07:27 GMT

I can log in to Talktalk web mail using my onetel email address and password and can send onetel emails but not receive them. I notice however that my onetel account details are no longer there so should I add back a Onetel account?

Re: Correct e-mail settings for onetel accounts

Gondola — Fri, 14 Jul 2023 12:21:41 GMT

Do not do anything outside of the troubleshooting steps I'm giving you because I cannot see what you're doing.

So far so good. You can sign in to the onetel mailbox via TalkTalk Mail webmail and can send mail messages. However, you say you cannot receive mail messages. The next step is to remove any Auto forward or other Filter rules that may be diverting mail from the onetel Inbox.

Mail not reaching the Inbox could mean there's a Filter rule, including an Auto forward which is a special filter rule, that's diverting, discarding or blocking 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

Let me know if you've removed any Auto forward or other Filter rule.

Re: Correct e-mail settings for onetel accounts

brbrown — Fri, 14 Jul 2023 12:46:01 GMT

There are no Auto Forward Rules showing and I notice after quite a long time a test onetel email I sent to myself came back but it will not come back in my Mac Mail.

Re: Correct e-mail settings for onetel accounts

Gondola — Fri, 14 Jul 2023 13:42:32 GMT

I'll assume that webmail is working as expected if there are no Filter rules of any type defined. i.e. when selecting Filter rules you see a screen that states there are no filter rules defined.

The next step is to prove that an email client other than MacMail is working for the onetel mailbox. So, download and set up Thunderbird on the Mac for the onetel mailbox settings as given to you by me in this topic.

There's no point in troubleshooting the Mac if the mailbox has been limited to webmail only access.

Tell me when you've set up and tested Thunderbird.

Re: Correct e-mail settings for onetel accounts

brbrown — Fri, 14 Jul 2023 14:53:37 GMT

I'm sorry GondolaI. I have just spent an hour and a half trying to set up Thunderbird and it wouldn't accept any settings I put in even where I know they were correct and I could not find a Compose page to try to send an email but purely by accident I found it and tried to send a onetel email and it would not go because it came back with the same previous error that the SMTP server was offline. I found the set up pages so complicated with terminologies I was not familiar with so there is no point in me sending copies of the relevant pages. I am sorry but I think I will give up on trying to use onetel again regardles of the troubles it will give me. I may even move to another provider because I get no help from Talktalk. Thanks again though for your perseverance and patience. Best wishes.

Brian

Re: Correct e-mail settings for onetel accounts

Gondola — Fri, 14 Jul 2023 15:46:38 GMT

I appreciate it's not always intuitive setting up new software but Thunderbird does take you through a simple manual setup starting with your name, onetel email address and password and you then select to configure manually.

To compose a mail message just select the write tab with the pencil icon when the account is set up and confirmed as verified and working.

TalkTalk customer services / technical support don't generally offer help in setting up email software as there are just too many different software models and arrangements for different operating systems so they stick to helping with webmail only. That's why I'm here offering full email support.

If the account setup is as shown above and that's not working then your onetel mailbox may have been restricted to webmail only access. This is what we're trying to prove. So wait for next week for TalkTalk Support to pick up this topic. Put your onetel email address in your Community profile Private notes and TalkTalk Support will respond here first and then Community Personal Message you to get confirmatory details.

Re: Correct e-mail settings for onetel accounts

brbrown — Sat, 15 Jul 2023 08:04:34 GMT

Those settings are the same as my settings for Talktalk emails. The ones I have for Onetel are different and have been the same for years. I have tried again with Thunderbird and still get the same result with a message saying that the SMTP server is offline so nothing is going to change. Surely only Talktalk can make it live again and that will solve the problem.

Re: Correct e-mail settings for onetel accounts

Gondola — Sat, 15 Jul 2023 08:34:44 GMT

@brbrown wrote:...Those settings are the same as my settings for Talktalk emails. The ones I have for Onetel are different and have been the same for years.

Continuing to use out of date insecure legacy settings for onetel email accounts will, if it hasn't already, get your onetel mailbox access restricted to webmail only. You will have received email notifications from TalkTalk giving the secure settings to use and these are the same as for talktalk emails.

Re: Correct e-mail settings for onetel accounts

brbrown — Sun, 16 Jul 2023 07:55:17 GMT

I am afraid I get nothing from Talktalk and never had. I have had to find out changes to their system by the use of this forum for which I am grateful. Are you saying that I should replace my Onetel settings with the Talktalk settings you gave? In other words both accounts have the same settings.

Re: Correct e-mail settings for onetel accounts

Gondola — Sun, 16 Jul 2023 10:24:40 GMT

The server host names, ports and connection security settings are the same for all active TalkTalk Mail email accounts on the same device / email software. The only difference in those accounts is the email address and email password used to identify and authenticate each account.

In post 2 I gave you the link for the TalkTalk setup for MacMail.

In post 6 I asked you to check and upgrade the onetel password to meet current security compliance.

In post 6 and 15 I gave you the setup for Thunderbird for troubleshooting.

Please confirm you have followed ALL of my guidance in this topic fully and completely and then wait for TalkTalk Support to pick up this topic next week.

Re: Correct e-mail settings for onetel accounts

brbrown — Sun, 16 Jul 2023 14:05:00 GMT

Yes, I have done all three operations but having changed the settings in Mac Mail my account is not verified and the same happens using Thunderbird.