Associate legacy email accounts to TalkTalk Broadband

[CherryPicker9999]

Hi upgraded to TalkTalk Full Fibre 1 week ago simply to keep my onetel email address.

Since this evening, I can no longer send emails.
I receive the message:

Sending of the message failed.
An error occured while sending mail. The mail server responded:
Reject for policy reason. Please check message and try again.

This was the same message before my onetel email address was  associated with my talktalk account.

How can my onetel email address be associated with my talktalk account again?

[siphosethu-TT]

No, that's part of our terms and conditions. Did you try asking the person you spoke to about that?

[CherryPicker9999]

Yes, an agent answered after more than 1 hour, could do nothing at all.

Made, what seems a dubious claim:

"As I check, our systems are being upgraded. I also made a few minutes in your account. Please try again after 2-3 hours, and if anything happens, feel free to reach out to us at the right time so we can assist you with the proper resolution."

So, I have to waste another hour getting through at some point. I should have known better than extend!

Do you know if there is a TalkTalk penalty free cancellation within the first 30 days?

Regards

[siphosethu-TT]

We apologize for the inconvenience caused to you, i would love to look into this for you however my resources are limited hence I directed you to the full fibre team as they will be able to assist you further. We are currently experiencing a high call volume, resulting in long waiting time. If I may ask has the BOT passed you through to an agent?

[CherryPicker9999]

Okay.

I have been on the chat for 1 hour 10 minutes and still not answered.
Back to the TalkTalk nightmare. 

Do you know if there is a TalkTalk penalty free cancellation within the first 30 days?
It must be better for me to pay for the mail for 1 year - notify change of email addresses - and move to another provider than have to deal with TalkTalk support to resolve issues. I clearly made a poor decison upgrading instead of leaving.

Thanks

[siphosethu-TT]

No, I cannot. If you contact the full fibre team using one of the methods, they'll be able to have this looked into and escalated if needed. Please stay on the line and you will get through to someone. You can also try chat which might be a bit faster perhaps. Thanks

[CherryPicker9999]

Are you not able to send the details to the email backend support team to check if emails out are permitted and associated correctly?

Else, it is the begining of the TalkTalk nightmare support. 
Useless AI bot filter and already a 30min wait and no response still - ongoing.

"Thank you for your patience. All our experts are currently assisting other customers, and we are experiencing longer wait times than usual. We apologise for any inconvenience this may cause and appreciate your understanding as we work to resolve this issue as quickly as possible."

[siphosethu-TT]

I'll need you to contact our full fibre team using the details I've provided below, they will have this looked into for you as soon as possible. Thanks

03451720074

Opening Hours:

VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed

https://community.talktalk.co.uk/t5/FutureFibre/bd-p/FutureFibre

The link will direct you to chat.

[siphosethu-TT]

Thanks

[CherryPicker9999]

Given I can send emails to myself, I doubt  the settings are an issue.

This is what I have bee using since 2023

Description: TalkTalk 2023
Server Name: smtp.talktalk.net
Port: 587
User Name: [REDACTED]@talktalk.net
Authentication method: Normal password
Connection Security: STARTTLS

[siphosethu-TT]

Please check your email settings using the link below. 

Email settings to access TalkTalk emails

[CherryPicker9999]

It is all domains (except, I suppose TalkTalk as I can only send emails to my own onetel.com email address).

It seems that the association needs to be reset to allow emails to be sent again.

The error messages are exactly as I used to get before association.

[siphosethu-TT]

Please confirm if this happens when sending for all domains or is it just a specific domain. 

[CherryPicker9999]

Yes, I cannot send emails.

On the app the error is:

Message could not be sent to the following recipients: [REDACTED] (550 - 550 5.7.1 Reject for policy reason)

[siphosethu-TT]

Looks like your emails are linked on the account, are you having any restrictions when using them? 

[siphosethu-TT]

Thank you.

[CherryPicker9999]

The email addresses are already listed in Private notes under my profile.

[CherryPicker9999]

The email addresses are already listed there with my account number.

Thanks

[siphosethu-TT]

Hi there @CherryPicker9999, please provide me with the email you are having issues with. You can simply add the email under private notes on your profile. Thanks

[CherryPicker9999]

I generally send email via Thunderbird.

I just checked webmail on my phone and I cannot send email via this method.
On the app on  a laptop the error is the same:
Message could not be sent to the following recipients: [REDACTED] (550 - 550 5.7.1 Reject for policy reason

I can download email.  It is sending that is blocked.

I think the emails addresses need to be associated with my account again.

Regards

[Philile-TT]

@CherryPicker9999 are you using webmail to access your emails?