Since yesterday morning I am unable to access or download onetel emails to mail app on iPad, it says something wrong in settings (which I haven’t changed). When I try logging in directly via webmail I get a message saying mail server closed connection unexpectedly.. any idea what’s going on and when it will be fiixed ?
There isn't a general fault as far as I'm aware but the fact that you get bumped out of your email account whether using a client or webmail does indicate there's a mailbox corruption issue.
I assume you're not simultaneously using multiple devices configured differently? Here's the settings for you to check.
|Onetel Account Type||IMAP (recommended)||POP3|
|Login / Usernamefirstname.lastname@example.orgemail@example.com|
|Incoming mail server||mail.onetel.com||pop.onetel.com|
|Outgoing mail server||smtp.onetel.com||smtp.onetel.com|
Are you a TalkTalk broadband customer with the Onetel email listed in your MyAccount?
If not, there's some email ownership checking to go through so just double check that you've added to your Community Profile, Personal Information (Click here) all of the following in the Private Notes area at the bottom of the page:
Email address affected.
Your Full Name.
Date of Birth.
Phone number linked to the email address (when you were a former Onetel customer).
Full postal address that the email was linked to when first registered.
Include your mobile contact number and times to call - daytimes when you'll be there in person to speak to the email team if they need to contact you. Don't forget to save changes.
The personal information verifies the details on record for the service account that the email was originally linked to.
This topic has been escalated for the attention of the OCE's (TalkTalk Community support team) and the email expert will respond to you from Monday onwards, right here, to help you with account recovery.
Thanks, appreciate the reply. Have checked settings and all as expected, so have updated profile as suggested. Thanks for your help.
I've raised the fault ticket for you. Onetel Mailboxes have to go to the Email Admins for password reset. This means it can take up to 72 hours for the password to be reset.
Oh, but it’s not telling me it’s a password problem,it’s logging in (I assume) then closing the connection to the server ?
It's entirely possible that the reset will work. But that said there have been reports of login issues. Most have confirmed that it's working normally now. Are you still having problems today?
Same behaviour on mail app on iPad, which basically just says an error and check my settings. When I check via webmail it now says there’s a problem with userid or password i.e. it’s no longer saying the connection to the server has been shut unexpectedly. So something has changed. I presume the password reset form /link will come to the email address provided with my forum userid (for obvious reasons :-)).
You're right. Keep an eye on your mobile for a call from my colleague this afternoon. It seems the passwords have been reset much quicker than normal.
Hi, didn’t get a call but then checked and realised I had a digit wrong, I have now corrected this on my profile. Could you let them know please, if they were trying previously they’d not have got me, sorry !
I've passed over the correct number for you. I'm waiting for confirmation that you'll get a call today and when I've had it I'll post back to let you know.
Thanks, I’m afraid they just tried while I was away from phone. He didn’t leave a number, but asked I let you know a good time to call. I’m free until 11am but then busy on calls for work until 2:30. Then free from 2:30 up to 7pm. Thanks.
i had had a call at about 10:30 and spoke to a member of the password team, Ishmael I think. It didn’t resolve the issue and he has passed the issue to back office to investigate further, he thinks they will respond Friday pm, however I have had another call and message at 15:54 from Kalinum( I think) but was on another line so wasn’t able to speak to him. I think he is from the password reset team and may be unaware his colleague had already called ? However if he was aware and had further feedback from the back office team I should be ok to take another call this afternoon.
Oh, good news, seems the back room folk have done something, it’s leapt into life again and I’m receiving mails and not getting the server closed message, so looks like I’m back in business. Many thanks to you and them.
You're welcome. That's great. Thanks for posting back to let us know it's sorted.
I have a mailzone problem when trying to access via My Mail App on my Ipad. I can only see emails received up to 5th March 2018. I can access via webmail, so it is almost as though Mailzone is blocking access to the Ipad mail app for mails received after 5th March. Any ideas please.
Hi Chris, are all your devices collecting using IMAP? Are they all set to leave a copy on the server?