topic Re: New email problems in Email

New email problems

Pedrow — Sat, 14 Oct 2023 11:23:46 GMT

HI All,

My other half asked if I could activate a second email account for her alongside her tiscali one. I had one in my accounts as a talktalk address so I accessed it (once I remembered p/w), I sent a test message to an active account and it arrived, however the reply was blocked with the following message (edited with email address removed)

Message could not be sent to the following recipients: < Delivery to Recipient not Allowed (TT510)
)

Any help to resolve this would be appreciated

Re: New email problems

Gondola — Sat, 14 Oct 2023 11:27:45 GMT

The mailbox, for the address you sent to, is deleted.

Mailboxes are flagged for deletion if the user doesn't sign in at least once every 180 days. The help page Deleted Email error message explains more.

So first you'd check if the email address is still active. Send the email address a mail message and see if you get an immediate bounceback error message saying 'Undeliverable' that means the mailbox isn't active.

Then enter the email address at Verifalia, an external website that verifies if an email address exists. Enter the email address, complete the reCAPTCHA and select the Validate button. Does the top line response say 'Deliverable' or something else?

Finally, use the Reset password now button in the Help page Changing your email password to see if you get a deleted or no domain error message or if you actually do have password recovery options saved.

Let us know the outcome in each case.

Re: New email problems

Pedrow — Sat, 14 Oct 2023 11:41:22 GMT

Got an email bounceback as advised previously but have been able to send an email from the account to my own account

The message from verifalia is undeliverable, the mailbox for this address doesn't exist

Password recovery is allowing changes via phone or alternative email address

Re: New email problems

Gondola — Sat, 14 Oct 2023 11:49:09 GMT

Are you able to sign in to the mailbox?

Select here: Sign in to TalkTalk Mail

Enter your full TalkTalk Mail email address, select Continue and enter the password, select Sign in.

Have you used the password recovery to upgrade the password? Does the process let you upgrade the password?

So, far it's looking like the mailbox is suspended because of non-use but not yet fully deleted. TalkTalk are sending notifications to users prior to a mailbox being deleted. That's the first phase. The next phase prior to full deletion is suspension when senders get an Undeliverable bounceback message.

Re: New email problems

Pedrow — Sat, 14 Oct 2023 11:56:10 GMT

Yes we can access mailbox

We have used password change with success

Pedrow

Re: New email problems

Pedrow — Sat, 14 Oct 2023 12:01:55 GMT

I can send a message from the account but when I try to reply (through iphone I get the following:

Cannot send mail

The server rejected one of the receipients addresses. The message has been placed in you Outbox.

Re: New email problems

Gondola — Sat, 14 Oct 2023 12:09:23 GMT

So, the password change hasn't automatically unsuspended the mailbox i.e. TalkTalk are still sending the 'Undeliverable' error message bounceback to mail sent to the mailbox in question.

Which indicates that the mailbox is not in the auto-suspension process invoked for security but the pending deletion process invoked for non-use. TalkTalk will need to consider not deleting the mailbox and then authorise a return to full access.

I'll request that for you. TalkTalk Support will respond here first, but not until next week, and then via Community Private Messaging will ask you to verify some personal details related to your customer account / email account.

If you wish to 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 you want to recover access to

Check and Save changes

Select here: Update your profile

Re: New email problems

Ady-TalkTalk — Mon, 16 Oct 2023 10:52:50 GMT

Hi Pedrow, I've requested that the suspended account be restored to full service.

Ady