CHANGES TO SECURITY SETTINGS NOT WORKING

[Spring-Time]

Hi Ady, I am experiencing exactly the same problem as fanisgain. 

Last week, my account was limited to webmail only and I can no longer access my emails via Outlook (I have subscribed to the Microsoft 365 range of Office software), and my android smart phone., which is a Samsung Galaxy.   

Strangely, my linked mailboxes on my account are unaffected by this change. and are working fine.

My email address is tiscali.co.uk and my operating system is Windows 11.

I was told by TalkTalk Customer Services to sign up to TalkTalk Mail Plus and everything would be restored, providing I change the server and port settings (which I have done).  But that has not worked.

As you have advised fanisgain, I have put my email address in the private notes area of my community profile, and would be very grateful if you could help me fix this issue please.

[Spring-Time]

Hi Ady, that would make sense as that is the main account (my email address) - the other linked mailboxes are unaffected and the users have had no difficulties

Gondola explained that all the accounts (my email address and the four linked mailboxes) will need their settings updated to avoid the risk of deletion in the future.

Would it help if I provided you with all of the email addresses?

[Ady-TalkTalk]

Hi Spring-Time, the only account showing is the broadband account that was disconnected in 2020. 

Ady

[Spring-Time]

Hi Ady, this is fantastic news - thank you.  

I intend to try again to change the settings for my email address and the linked mailboxes tomorrow as planned. 

By way of an update,  as discussed yesterday, I had intended to seek clarification about my MailPlus account from the Support Team today, but I see that TalkTalk are/were experiencing technical difficulties that may mean support is limited.

I have therefore cut through this and escalated my query to the concerns@ email address.  Hopefully they will be able to help clarify this point.

I have praised the support that I have received here, in Community, in my email to them.  I will let you know what they say about the MailPlus when I hear from them.   Thanks again 

[Ady-TalkTalk]

Hi Spring-Time, I've added you to the list of those to be returned to full access.

Ady

[Gondola]

TalkTalk Support for Community will pick up this topic and respond right here. If the Customer Service agents via 'phone or LiveChat can confirm about MailPlus then do let us know just to avoid repetition. 

[Spring-Time]

Thank you Gondola.  I will try again with TalkTalk Support 

My customer account number is in the private notes area of the personal information section of my  profile.

Going forward, my next steps are to:

1.  Contact TalkTalk Support to check that my MailPlus Account has been set up 

2.  Ask TalkTalk Support for clarification as to the linked mailboxes on my account and whether the former MyAccount was converted to a MailPlus customer MyAccount

3. Change the settings on all email accounts.  I will try this from Wednesday this week given that you advised that restoration is not likely to occur until early this week. 

I will keep you posted of any issues with the settings.  Hopefully all will be well.

Thank you again for your help 

[Gondola]

Outlook 365 on Windows 11 is capable of secure mail and later versions of the Samsung Galaxy email app are also capable.  So if you follow the step by step guides and use the settings advised there and come back here for specific help if the guidance doesn't match up to what you see on the device for incoming and outgoing server settings.

You're a former customer so do need to be a MailPlus subscriber to be able to retain the use of TalkTalk Mail for up to 5 email addresses on supported devices.

The confusing bit is that you say you have an existing MyAccount that lists the My Mailboxes. Usually a customer MyAccount is archived 12 months after leaving. I'm thinking that the Customer Service agent just 'converted' the former MyAccount to a MailPlus customer MyAccount. TalkTalk Support will need to sort that out. If you do have an account number for the MyAccount it would be useful to put that in your Community profile, Personal Information, Private notes.

[Spring-Time]

HI Gondola,  The final part of my message is being removed for some reason.  I have no idea why unless it is the versions numbers and Build details of the operating system that is causing a problem.  

I will reduce these details further, and fingers crossed that it goes through this time.  As follows:

As to the operating system, I am using Windows 11, version 22H2

I have cut and pasted the following in respect of details for my email: - Microsoft Outlook for Microsoft 365 MSO (Version 2301 ) 64-bit

I will have to find out which operating system my mother is using at the weekend, if that will be ok (but please let me know if you need to know sooner)

I am grateful for your help.

[Spring-Time]

Second part sent again 

This time split into two further parts 

Split 1 

Given that I do not have any information from TalkTalk about my MailPlus account, or access to the MailPlus online portal, I am now wondering if this has been set up. I am not quite sure what to do about this.

If I sign up now using self service, I could end up paying twice. Furthermore, because I was not notified of these changes, the Manager who signed me up to MailPlus agreed to defer payment for for two years to account for the lack of notice.

Having contacted Customer Services and the Technical Team several times over the past week, I really do not have faith that they are able to help. Are you able to check if MailPlus has actually been set up please?

[Spring-Time]

Hi Gondola, I am re-sending my message in two parts.  First part below:

Thank you Gondola, this is incredibly helpful.

I understand now that all of the mailboxes will need to have their settings updated, I will see to this once my account is restored. Hopefully, by this time next week, I would have updated them all.

I agree with you that I think I have been misadvised. I have had a very frustrating time trying to obtain help from Customer Services on multiple occasions, and this Community chat was my last resort.

The critical information that I missed telling you is that I am a former customer. I left TalkTalk in May 2020.

The second piece of information that may also be of help, is that I never used the self-service sign up to TalkTalk Mail Plus. I was signed up over the phone by a Billing and Customer Services Manager. I have her name if you need it, and the last three digits of the employee number. She gave this to me as she said she was unable to provide me with an email confirming that I had signed up to MailPlus.

Second part to follow 

[Gondola]

I'd suspect not to do with weekend maintenance as that is for the Service Centre testing process that's now renamed, in MyAccount, as My Connection.

[Spring-Time]

Hi Gondola 

I have tried to reply to your recent message (two or three times now), but they are being removed.  I suspect it is something to do with the essential updates happening this weekend.

I appreciate you might not get this message either, but I will try again on Monday to respond to you again 

[Gondola]

Ok, first thing is that all methods for collecting mail and all devices connecting to all TalkTalk Mail address mailboxes must use secure settings or risk mailboxes being limited to webmail only. Webmail on an up to date browser is secure by design.

Next is that if you are a current TalkTalk Consumer home broadband customer and all your TalkTalk email addresses (up to 5) are listed in an active customer MyAccount in My Mailboxes then you do not need to subscribe to MailPlus. MailPlus is strictly for former customers that wish to retain the use of TalkTalk email addresses after cancelling their TalkTalk broadband service.

I'm feeling that you've not been advised correctly by the Customer Service agent. The self-service application to subscribe to MailPlus will check to see if an email address is linked to an active customer MyAccount and if it is will not let you proceed to subscribe to MailPlus.

So, moving on to the devices in use.

I'll provide additional guides below for the iPhone and both Windows and Mac laptops. Some laptops and their software will not support secure mail. What operating system is the laptop using and what's the email software version? I'll advise on compatibility. 

The TalkTalk Mail Support Hub is your go to resource for information, guides and Community support for TalkTalk Consumer home broadband and MailPlus subscribers.

Select here:
 TalkTalk Mail Support

TalkTalk Mail help

 Email settings and device setup guides for TalkTalk Mail

 Setting up TalkTalk email on a Windows PC

 Setting up TalkTalk email on a Mac PC using Mac Mail

 Setting up TalkTalk email on iPhone

[Spring-Time]

Hi Gondola, thank you for your help.

I don't access emails in other manner.  Just Outlook and android

I do have linked mailboxes for my partner and mother, and their settings have not been updated, but appear to be working absolutely fine.  Would I need to update their setting also?  They access their emails via their own phones - one android and the other is an Apple phone, and my mum uses her own laptop.

I am reassured that signing up to TalkTalk MailPlus will secure ongoing use.  But, I am not sure if the mailboxes have been added to the MailPlus MyAccount account though.  They are listed on my standard TalkTalk account, Mailbox page. 

How can I check this please?  

[Gondola]

Hi Charlotte

I've requested that your tiscali.co.uk mailbox be restored to full access and that'll happen early next week. Other than Outlook365 and the Android mobile do you use any other device or mail collection service to view the emails? Asking because all connections must use secure settings.

The reason the mailbox was limited to webmail only access was due to the continued use of insecure settings. It was a last resort action to stop the use of insecure access. Note that email addresses are being notified in batches to use secure settings or have access removed. So this could happen to your other mailbox addresses unless you do upgrade to using secure mail for each and every one of those addresses.

If you weren't a TalkTalk Consumer customer taking a home broadband package and not previously a TalkTalk MailPlus subscriber then your email addresses also risked being limited to webmail only access and deletion on prior notification from TalkTalk. So, subscribing to TalkTalk MailPlus and adding the TalkTalk mailboxes to the MailPlus MyAccount will mean you have full access across all supported devices so long as all devices do connect using secure mail settings. 

Device guides are given below along with MailPlus information.

The TalkTalk Mail Support Hub is your go to resource for information, guides and Community support for TalkTalk Consumer home broadband and MailPlus subscribers.

Select here:
 TalkTalk Mail Support

TalkTalk Mail help

 Email settings and device setup guides for TalkTalk Mail

 Setting up TalkTalk email on a Windows PC

 Setting up TalkTalk email on an Android device

 About TalkTalk Mail Plus

 Subscribe to TalkTalk MailPlus

 Cancel TalkTalk MailPlus