EMAILS BLOCKED

[Gillespie]

My outlook emails have been blocked for over 2 weeks . I can only get email via webmail and cannot reply to these emails . Message is "sender blocked" . I am being passed around on talk talk chat 

[Philile-TT]

Please accept my sincere and unreserved apology for any inconvenience it may have caused, it is really annoying to experience a delay in service response. Please allow our complaints team to work on the case and you will receive feedback. Just to confirm is the issue resolved (are your emails now unblocked)?

[Gliwmaeden2]

It's a real puzzle as to why customer services never simply unblocked your email, @Gillespie.

It does seem to have to be a combination of both changing passwords to something never otherwise used as well as them unblocking the address.

It has been resolved in countless cases, eg :

https://community.talktalk.co.uk/t5/Email/Can-t-send-mail-via-SMTP-OR-Webmail-Can-receive-it/td-p/31...

However, customer service hands may be tied by the complaints process, so getting a complaints manager back on your case properly has to be the way into a resolution. 

[Gliwmaeden2]

@Gillespie, the initial escalation is when a post enters the queue for staff attention. 

You had staff replies, but there is very little that forum staff can do because you have already got an ongoing complaint. 

Community Stars are able to re-escalate threads for further attention, and I did that yesterday for you. I have asked them to look into why the complaints process appears not to have produced any satisfactory results, in the hope that this will lead to a solution. 

On the forum, nothing can be done about this over the Bank Holiday weekend. 

[Gillespie]

 Sender address rejected: You are blocked sending mail

This is the message I get when trying to send any emails 

[Gillespie]

Thanks . To be honest I have had so many promises now that the issue has been escalated that I really don't know what talktalk means by escalation ! No-one has been able to tell me why my email is blocked so that I can't send any emails and no-one can tell me what they have attempted to do so far to resolve this ? Have they done anything ? I really expected that once a complaint was raised there would be a timescale for resolution and a report to tell me what has been tried and what remains to be done . Its very frustrating and inconvenient not to be able to send any emails 

[Gliwmaeden2]

@Gillespie, sorry to see that this wasn't followed up.

I'll re-escalate the thread so that staff pick it up during the week, but it's likely to be after the Bank Holiday weekend now.

Try to check back for responses from staff during business hours Monday to Friday normally, as they are not on here at weekends or evenings / overnight. 

[Gillespie]

My emails have been blocked for 6 weeks now so that I can't send any . I raised a complaint to talk talk several weeks ago but nothing has happened other than many messages , when I contact them , saying we are dealing with this , I assure you we have logged it etc. But no-one is actually doing anything to resolve it . I am getting emails through webmail but when I try to reply the message is "Sender blocked "

Can I ask

How long do talk talk normally take to resolve a complaint ? 

Why is no-one answering the questions I have been asking over and over i.e. what has the technical team tried so far to resolve the problem ? -- No answer 

Can you call me to tell me what stage my compalint is at and when I can expect to be able to send emails again 

6 weeks is a very very long time 

[Gillespie]

As reagrds my emails being blocked, I am no further on . My emails are still blocked so that I cannot send any. Tomorrow will be day 40 without being able to send emails . I made a complaint and have a reference number for some time but no-one comes back to me other than to pass me around a support team who keep asking me the same questions . I need a technical person from talk talk to unblock my account . This is really urgent now.. it has gone on so long and I have wasted so much time . Is no-one in talk talk able to fix this? I have asked several times what the tecnical team have tried to do to fix it but no-one tells me . All the messages are basically - apologies for your difficulties -- i will just pass you to ... and so it all starts again. Can someone please just fix this technical issue for me or have I been hacked, phished or something ??? 

[sabelo-TT]

@Gillespie, I do apologise for any difficulties/inconvenience caused by this. 

As you have mentioned you have raised a complaint about the matter, has our voice team managed to open the complaint case on your account? 

[Gillespie]

I am still getting the message "sender blocked" and I cannot send any emails from talk talk webmail account . I am receiving emails but cannot reply to any . I raised this as a complaint with talk talk over 2 weeks ago and being passed around various people but there is no resolution . This is obviously a technical problem and needs someone with technical expertise in talktalk to fix it . I am being passed around various support staff  but I am no further on . Its now 37 days since I have been able to send an email . This is completely unacceptable 

[sabelo-TT]

Hello there @Gillespie , thank you for bringing this to our attention. 

I apologize for any trouble this may have caused you. I understand that you're currently unable to access your Outlook email. This issue often happens when users haven't installed the necessary email settings on their devices to access their third-party emails.

For more information on this just click on the following link 🙂  Email settings | SMTP, IMAP & POP3 | TalkTalk Help & Support

[Gliwmaeden2]

@Gillespie,

I've removed your email address from public display. 

Please NEVER post anything that sensitive in the public thread.

That's why you were asked to complete your community forum profile details, and anything extra of that sort can go in the Private Notes area, further down the Personal Information section...then SAVE CHANGES. 

As mentioned in the first reply, forum staff are not on here at weekends. 

You need to look out for staff replies during business hours, Monday to Friday. 

[Gillespie]

I have updated profile . I am not any further on with this issue . 3 weeks now since I have been able to send an email 

[Gillespie]

I am still having the same issues . No matter what I do - change passwords, try different browser etc I am still getting the same message as below .My wife has talktalkemail and she is not having any issues sending or receiving . Noone seems to be able to help. I have spent about 6 hours on talktalk web chat with various advisors but I am no further on . Have I been hacked, phished or is there any other explanation. I am getting  emails through web mail but just not able to send any at all 

 <XXXX@talktalk.net>: Sender address rejected: You are blocked sending mail

[siphosethu-TT]

Hi there Gillespie, please confirm if you are still having the same issues. Thanks

[Divsec]

Hi @Gillespie your post has been escalated and you should hear soon.  In the meantime please check your community profile and add your landline number and/or account number so your account can be identified. Please don't post personal information here.

https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info

Unfortunately it's weekend and the staff who can help you won't be back until Monday.