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Can no longer log into email client on multipul devices but tiscali webmail is fine

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6 REPLIES 6
sg11111
First Timer

Hi,

My email clients can no longer see emails from tiscali and are stating an error all similar that Password or username is incorrect or that access to POP3 / IMAP is not activated on the account.

I pay £5 a month for Tiscali email PLUS.

Was all working fine until around 10 days ago.

Im using Thuderbird on  Window 10 and Samsung emails on a Mobile. Ive tried installing a 2nd and 3rd email client on my mobile both manually and using their wizards to guess the settings which also look 100%

I CAN log into both WEBMAIL and my online TISCALI account using the same username and PW  which i did change last week and YES i am using the new PW to try to connect.

Also getting AUTHENIFICATION failed etc.

Ive checked to any payment issues and tiscali have said there isnt any even though my direct debit did bounce 1st time was taken 1 week later and i also paid an extra £5 on line to see if that restarts any part of the service.

Ive restarted devices and tried different ports etc. Some different ports were working across android and window btw.

I have tried different ports and used settings for talktalk.net and tiscali.co.uk mail servers are different options do appear.

But just to confirm no settings were changed recently or any new firewalls or anti virus added.

 

I called technical support (lol) spent 1 hour 10 mins holding , 10 mins expalining and then another hour whilst the poor person on the telephone spent another hour reading off of his screen ...... I really dont want to relive that again.

His conclusion after putting me on hold for about six times was that it was my email client even though I expalined its happening on multipul devices and mulitpul email client software?

 

Can anyone please point me in the right direction?

Has any mail servers been switched off lately ?

Anyone had a similar problem this week and had it resolved?

 

Thank you in advance for any advise.

 

 

 

Steve G
Gondola
Community Star

Hi @sg11111 

 

When a payment is missed the system will restrict you to webmail access only. So, based on your explanation of what happened I'd say the restriction hasn't yet been withdrawn.

 

The help page explains more About TalkTalk Mail Plus see missed payments - If this happens your service will be restored once full payment has been made via My Account or by getting in touch with us. 

 

So, I'd say do a LiveChat and instead of going headlong into a technical support problem issue say "The MailPlus service has been restricted to webmail only because of a missed Direct Debit. Payment has been made so please release the webmail only restriction."

 

TalkTalk support via LiveChat is here: Our LiveChat team.  Wait for the button to appear - Blue button for Chat now; Purple button when LiveChat is busy; Grey or no button when LiveChat is offline.

 

Let us know how you get on.

Gondola - Volunteer 2017-2021

To appreciate my help . . . If I offered a solution Best Answer


sg11111
First Timer

Hi Gondola,

 

Thank you very much for your reply.

 

It was a question I asked to technical support regarding restricted service , who after putting me hold he told me they didnt restrict any service forlate payment ? But to be fair he wasnt very techincal and put me hold for every single question I asked . I expalined to him I even paid the extra £5 online to try to restart some side of the services , he put me on hold and came back on and asked me did I know I had paid twice now?   He then pushed a couple of wrong YES ande NO's on screen I thick and couldnt get back again.

Thats the afternoon I had with techinal support and was none the wiser after 2 and half hours.

I couldnt  see webchat was actually switched on but will attempt to speak to them again in the absence of any solution.

Thanks again for taking time to answer my problem.

Steve G
sg11111
First Timer

Trying webchat ... One page says it opens at 10am as I started at 9;30 this morning... now whilst waiting for webchat to become 'unbusy' it says totry again between 8am and 10;30am because they are less busy..

I will update the forum for any future referance needed by all.

 

Steve G
sg11111
First Timer

Webchat

Regards to webchat 3 different pages tell you different things regards to opening times

 

One page states opens at 10am , one page states opens from 9am , one page states please try between 8am and 10am when we are less busy.

 

Sorry to sound so negitive byt a very frustrating process until now.

I would just setlle for an email page that gets back to within 48 hours. Far less tiring and time consuming.

Steve G
Gondola
Community Star

...and the Service Status Websites page says "Due to the ongoing and severe impact of Tropical Storm Ulysses, our contact centre in Manila is currently affected by flooding and power outages.

 

Our phone lines and online chat are still open to support you with any issues, however the wait times to speak to us may be longer than usual.

 

So, if you cannot get through just link this topic to your TalkTalk Mail service, in preparation for direct help from TalkTalk UK support. Please check your Community Profile includes in Personal Information (Click here):


Your name, current TalkTalk landline 'phone and alternate number (mobile preferred). Add your full address with postcode (location). Then scroll down to Private notes to add the email address, notes and references etc and then save changes.

 

This topic is in the TalkTalk team workflow so you'll receive a TT Staff member reply here. Just let us know if, in the meantime, you get the webmail only restriction lifted.

Gondola - Volunteer 2017-2021

To appreciate my help . . . If I offered a solution Best Answer


OCE_Ady
Community Team - TT Staff

Hi sg11111, if you still need help to sort this I'll have to send you a personal message verify the security information. 

 

Please let me know if you need my help. 

 

Ady


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.