Can't send emails happening more and more frequently.

[SJW78]

Over the last month it's been very hit and miss whether emails are sent. The log states "Reject for policy reason".

Today I have tried sending emails to various recipients all of whom received messages perfectly well yesterday.

I notice that many other customers are suffering from this problem.

I am shortly due to renew my account and I'm questioning whether I should stay with TalkTalk, though I have been with them for many years.

[angelique-TT]

Thank you. Are you having problems sending emails to everyone, or just an individual or single domain name (e.g. @gmail.com)?

[SJW78]

*removed for security*

[angelique-TT]

Thank you. Now can you please provide the part of your email address that is before the '@' symbol?

[SJW78]

Yes. I sent it from smartphone and received on PC.

[angelique-TT]

So you were able to send an email using your email address on your smartphone?

[SJW78]

I just hit all sorts of buttons and found the send button by accident. I sent a message to myself and it came through ok. But that of course is a received message and I don't have a problem there. It's the sending that's the problem. For your info the last part of my address is talktalk.net.

[angelique-TT]

Okay. Could you please tell me the last part of your email address? This is the section after the @ symbol. For example it might be talktalk.net or tiscali.co.uk.

[SJW78]

Sorry to appear thick but I have no idea how to send a message this way as I've never had to do so before. There is no address book and all I have showing is the inbox.

[angelique-TT]

You need to try sending an email using your smartphone to see if it will go through and then confirm with me.

[SJW78]

I'm logged into Webmail on my phone. How does that help?

[angelique-TT]

You can log into your mail at :  https://apps.talktalk.co.uk/mail 

[angelique-TT]

You can access your emails using webmail the app on your device. 

[SJW78]

Impossible. I don't have the email client on my phone - it's an application for PC only.

[angelique-TT]

Try accessing your emails like you would normally access it, however it's just that this time you will be using a different device.

[SJW78]

Explain to me how I do that.

[angelique-TT]

I understand. Please confirm if you were you able to use your alternative device to check your email service?

[SJW78]

I should point out that I use an email client OEClassic which I have used in conjuction with TalkTalk for years. As I pointed out in my original post the sending email problem has been random - in other words it has worked sometimes . It was working ok again these last few days until today when messages have again been rejected by the TalkTalk server. See error message attached.

[angelique-TT]

Please bear with me as I run these diagnostics in order to determine the issue you are currently experiencing. I want you to try using your alternative device to check your email service.

[SJW78]

I have a smartphone which is working perfectly well. I fail to see what that has to do with my emails as I don't use it for that purpose and I don't have any TalkTalk apps on it.

[angelique-TT]

No specific device, just need to confirm if you have other devices we can check e.g smartphone