topic Re: Emails from Aviva being blocked in Email

Emails from Aviva being blocked

davep — Wed, 09 Jul 2025 08:05:05 GMT

I recently tried to get a quote from Aviva. Subsequently all replies were sent to a secure portal which i refused to use.

Aviva contacted me by phone after I raised a complaint. The outcome seemed like it was Talktalk's fault. The reply from the portal was: "UKDI My Account" <myaccount@mail.online.aviva.co.uk> has sent you an encrypted message via Aviva Secure Email Portal.

or "Aviva UKDI Support" <ukdisupport@mail.online.aviva.co.uk> has sent you an encrypted message via Aviva Secure Email Portal.

This has occurred to others previously. Obviously not sorted out yet.

Aviva's reply was as follows:

About a year ago, we introduced a system to make sure all emails from the certain addresses are sent securely.

If your email provider (Tiscali) system doesn’t support this, or there’s a problem with your security certificate, the email is instead sent to our Secure Portal, where you can log in to view it.

In this case there is a certificate issue, so you can’t receive secure emails directly. That’s why the message was sent to the Secure Portal—and this will continue for all future emails until your email provider fixes the issue.

Can this get sorted or do I just have to use an alternate email which I have since TT forced me to not use my at tiscali email

Now what happened with the link appearing when I put in a tiscali email reference (now deleted)?

Please, no PM's as I'm unlikely to keep logging in to read them.

Thanks (hopefully)

Re: Emails from Aviva being blocked

kanya-TT — Wed, 09 Jul 2025 08:12:11 GMT

Hey there, @KeithFrench. Can you please advise on this if you can.

Kanya

Re: Emails from Aviva being blocked

KeithFrench — Wed, 09 Jul 2025 08:32:13 GMT

Hi @davep

Assuming this is not a simple case that they are going to your Spam/Junk, which I doubt, TalkTalk's email team need to advise you on this. Therefore, @kanya-TT, please can you ask your Email Product Manager - @rlloyd to investigate.

Re: Emails from Aviva being blocked

davep — Wed, 09 Jul 2025 08:36:07 GMT

@kanya-TT @KeithFrench this has been happening for a while. I've attached previous thread. Presume still ongoing...

Thanks for passing on the info Keith. What happened to the OCE's?

https://community.talktalk.co.uk/t5/Email/Emails-from-Aviva-being-blocked/m-p/3060734

Re: Emails from Aviva being blocked

KeithFrench — Wed, 09 Jul 2025 08:43:01 GMT

Hi @davep

The term "OCE" was abandoned a couple of years ago & basically replaced by TalkTalk's Support Staff, which was just a different name for the same people. There has been a team change recently, hence why different TalkTalk support people are answering threads.

I have asked @kanya-TT to contact their Email Product Manager to see if he can help. As a customer myself, there is nothing more I can do, I am afraid.

Re: Emails from Aviva being blocked

davep — Wed, 09 Jul 2025 09:19:05 GMT

@KeithFrench thanks for the reply. I'm well aware that you are a customer as you've helped me in the past along with innumerable others who I'm sure have appreciated your expertise over the years. A true community star!

Not sure whether you would have any idea why emails into my gmail don't forward to my thunderbird client. Only ones in my name normally sent from "myself", but these notifications haven't forwarded this time either. One has been collected in junk on my iphone - no idea on that either but it has happened with several contacts including me!

Re: Emails from Aviva being blocked

KeithFrench — Wed, 09 Jul 2025 09:27:59 GMT

No problem, you're very welcome.

Re: Emails from Aviva being blocked

Billx — Wed, 09 Jul 2025 11:09:28 GMT

Hi, @KeithFrench

Re your message on ‎2025-07-09, 09:32 AM , in which you refer to user @rlloyd

According to his profile, he says he is a Community Star, and yet he has made 0 posts.

Is he a Community Star or a TalkTalk Support Staff? Email Product Manager?

Bill

Re: Emails from Aviva being blocked

KeithFrench — Wed, 09 Jul 2025 11:47:50 GMT

He is not a Community Star as such, but a TalkTalk employee.

Re: Emails from Aviva being blocked

Billx — Wed, 09 Jul 2025 12:04:11 GMT

Hi @davep

You said to @KeithFrench :

"Not sure whether you would have any idea why emails into my gmail don't forward to my thunderbird client. Only ones in my name normally sent from "myself", but these notifications haven't forwarded this time either. One has been collected in junk on my iphone - no idea on that either but it has happened with several contacts including me!"

I think I am using more or less the same setup as yourself

Because of TalkTalk policy, I had to use a non-TalkTalk email address as the username for logging in to 'MyAccount', and I used gmail.com. This is a long time ago. Also, like yourself, I use Thunderbird, on the PC. I don't use iPhone.

Nearly all my TalkTalk originated emails first go to the gmail.com email address. Then they are all re-forwarded back to my tiscali.co.uk email address.

From 1-7-2025, none of those TalkTalk emails are re-forwarded back to my tiscali.co.uk email address. I get the exact error message as yourself at gmail.com. But these error messages I see at gmail.com originate from TalkTalk/Open-Xchange.

To see any messages re-forwarded from gmail.com, in Thunderbird, they must first reach TalkTalk webmail.

I know you had the problem much earlier than me

As you have said in the past, it is up to TalkTalk and Google gmail to sort themselves out.

Bill

Re: Emails from Aviva being blocked

Billx — Wed, 09 Jul 2025 11:53:44 GMT

Thanks, @KeithFrench

Re: Emails from Aviva being blocked

davep — Wed, 16 Jul 2025 09:10:02 GMT

@kanya-TT Any update to this please?

Re: Emails from Aviva being blocked

davep — Wed, 30 Jul 2025 08:01:24 GMT

2 weeks later, no reply. Is anything being done about this?

From message 8, below, by Keith French "I have asked @kanya-TT to contact their Email Product Manager to see if he can help. As a customer myself, there is nothing more I can do, I am afraid."

Re: Emails from Aviva being blocked

KeithFrench — Wed, 30 Jul 2025 09:22:23 GMT

Hi @Lorrainef

Please can you see if @rlloyd can offer any help with this email issue?

Re: Emails from Aviva being blocked

davep — Wed, 30 Jul 2025 10:11:47 GMT

@KeithFrench thanks again. Don't know whether anything will happen this time. Is it time to escalate this? Probably wouldn't make much difference. I'd be most reluctant to move, but it may have to happen next year if TT can't sort out these email problems. Maybe we'll all end up with BT??

Re: Emails from Aviva being blocked

RobLloyd77 — Wed, 30 Jul 2025 10:13:01 GMT

Unfortunately i am not a tech support expert, but from what i can see it looks like the new AVIVA security certificates are not compatible and are not allowing the forwarded email (which looks to have gone from TalkTalk email to gmail) back from gmail to TalkTalk.

Again, i am not a tech expert on this but i would suggest this is a change/ update required at Google end, or alternatively complete the AVIVA quote in their secure portal as suggested by AVIVA.

Thanks

Re: Emails from Aviva being blocked

KeithFrench — Wed, 30 Jul 2025 10:15:11 GMT

Thanks @RobLloyd77

Re: Emails from Aviva being blocked

davep — Wed, 30 Jul 2025 12:12:53 GMT

from Aviva 27th June

We understand you're having difficulty viewing our emails. After looking into this, we've found that the issue is related to the email address you are currently using. As it is an older email address, your email provider is directing our messages to a secure portal instead of delivering them straight to your inbox.

To resolve this, we kindly recommend for you to contact your email provider (Tiscali) and ask them to help you access your secure email portal or update your email settings.

Please know that this issue is not caused by Aviva, but we are still here to support you in any way we can. If you have another email address you'd prefer to use, please let us know, and we can update it on our end.

My emails don't go from tt to gmail. No idea where you got that.

PLEASE ESCALATE

Re: Emails from Aviva being blocked

nomfezeko-TT — Wed, 30 Jul 2025 12:33:32 GMT

Hi there @davep, we are so sorry you have contacted us about this, we will have it checked on our end, I need to have a look into your account so I can advise further.

-Fez.

Re: Emails from Aviva being blocked

nomfezeko-TT — Wed, 30 Jul 2025 14:22:23 GMT

I understand your frustration regarding the issues with receiving emails from Aviva and the complications with your Tiscali email account, we also thank you for your patience as we are looking into this so we can find a resolution for you.

Since you have mentioned that you have been forced to stop using your Tiscali email, have you tried using an alternate email address that is known to support secure email communications?

If you previously had a Tiscali email account that is now deleted, it’s possible that any references to that email in Aviva’s system may still exist. This could lead to confusion or issues with receiving communications. If you have a new email address, make sure to update your contact information with Aviva to ensure that future communications are sent to the correct address.