Can't send any emails

[#doreenandbrian]

Hello. I am having a problem after changing my email password after being hacked. I now cannot send emails. When I press the send button I get a 504 5.5.2 error message and the email doesn't send. I have checked my settings and the incoming server and outgoing server passwords have not been updated to the new password. I have tried typing in the new password and clicking save, but when I repoen the window the old password is still there. Please can you help me fix this error? I have tried several times and cannot update the password in this section of settings. Is there anything else I need to do? How do I chat to someone at talktalk?

[siphosethu-TT]

That's good, I'll need you to contact the full fibre team using the contact details below so they can have this fixed for you. 

03451720074

Opening Hours:

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

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

[#doreenandbrian]

Hi @siphosethu-TT the internet is working fine for me right now, thanks.

[siphosethu-TT]

Hi there @#doreenandbrian, will just run checks on this. Please confirm if the internet is working fine. Thanks

[Gliwmaeden2]

Email addresses were originally given out when people joined Talktalk. 

If they had My Account set up online, the email address would be recorded there, though it's recommended to use other [eg Gmail, yahoo or whatever] for actually logging into to view account details [with a different password associated only with Talktalk My Account] and for billing purposes.

If the Talktalk address is not associated with their current My Account, there'll be difficulties sending emails from now on.

If you simply cannot get the password for email to set, you need to have a third party address to receive a password reset link.  All of that should have been set up previously, but support on 03451 720088 or Chat should be able to help you with that.

Look up Malwarebytes for checking for malware, but I don't think it's free on more than one associated device. If you are looking for free antivirus software be careful to use legitimate sites.

You might need a "free trial" and then remember to remove card details if you don't want to keep using the software. 

Unless your grandparents are sitting beside you when speaking on the phone / Chat, you really need to be set up with Nominated User status or even Power of Attorney on record with Talktalk to enable you to help more longterm and sometimes help from a distance. 

[#doreenandbrian]

@Gliwmaeden2 Thanks for the reply. This issue has been going on for months and I've just been given it today to sort out. I think this has been going on since May. I don't know exactly what happened, I've been told that their facebook account was hacked so they've changed their passwords for everything. Not sure if the email itself was hacked. 

Any recommendations for antivirus/malware checks for an ipad and iphone? That's what they use. I don't know what account it's usually associated with, I was prompted to make a new account to ask for help so I assumed they didn't have one already.

[#doreenandbrian]

@nambuso-TT I logged out, cleared my cookies and cache, then logged back in again. It's still not working. The server settings passwords are still the old password and it won't update to the new one.

[Gliwmaeden2]

Are you sure your were hacked, @#doreenandbrian?

You need to run antivirus  / malware checks on all devices, if that's the case.

If your grandparents' email was originally associated with a different account from the  current My Account there could be issues sending emails from it from today. 

[#doreenandbrian]

Thank you for the quick reply. It's my grandparents email address. I have tried logging in on a different device (my laptop) and got the same error. Do I need to clear the cookies and cache on my laptop and then change the password again?

[nambuso-TT]

Hi there @#doreenandbrian. I am very sorry to hear this. Please clear your cookies and cache. Try a different browser before changing your password.