Email Client Access No Longer Works

[RigaMortice]

I'd been successfully operating my talktalk.net email using Outlook 365 until the morning of 21st April when it stopped working with a login failure. It's still failing today.

Initially I assumed it was an Outlook issue but then downloaded a copy of Thunderbird to check and found it fails the same way.

My webmail still works, although it's not great to use.

I'm using the recommended IMAP settings from this page:  Email settings | SMTP, IMAP & POP3 | TalkTalk Help & Support so I hope that page is up-to-date.

I've already had some long conversations with support but all at a fairly superficial level so would appreciate a closer look at my account to see what might be stopping me using Outlook/Thunderbird to access my email.

Thanks

[RigaMortice]

Replied, although not sure either post was worth the keystrokes.

As I said I thought your colleague was being ironic.

[mandisa1-TT]

No we did not post anything today, the last message was sent to you yesterday at Jul 22, 2025 at 2:45 PM and you did not respond.

[RigaMortice]

Sorry - I don't see anything that requires a response. Did you post something today?

[sabelo-TT]

@RigaMortice, we have shared over a private message to you. Kindly refer to it please. 

[RigaMortice]

For the record, here's the message confirming the openssl login success for my newly-created mailbox:

a OK [CAPABILITY IMAP4rev1 SASL-IR LOGIN-REFERRALS ID ENABLE IDLE SORT SORT=DISPLAY THREAD=REFERENCES THREAD=REFS THREAD=ORDEREDSUBJECT MULTIAPPEND URL-PARTIAL CATENATE UNSELECT CHILDREN NAMESPACE UIDPLUS LIST-EXTENDED I18NLEVEL=1 CONDSTORE QRESYNC ESEARCH ESORT SEARCHRES WITHIN CONTEXT=SEARCH LIST-STATUS BINARY MOVE SNIPPET=FUZZY PREVIEW=FUZZY PREVIEW STATUS=SIZE SAVEDATE COMPRESS=DEFLATE INPROGRESS SEARCH=X-MIMEPART XDOVECOT LITERAL+ NOTIFY SPECIAL-USE FILTER=SIEVE QUOTA] Logged in
a LOGOUT
* BYE Logging out

[Gliwmaeden2]

@mandisa1-TT, we never refer to PMs as a duplicate. 

If there were another public thread, we'd move the duplicate to containment so as to avoid confusion. 

Sadly the community won't be able to view any resolution if this thread is closed.

We were unaware of any process going on for this topic under PMs. I'll read back and see if I can spot it!

Edit: just spotted a brief mention in post 47 and previously you mentioned it last week!

Using them for anything other than essential private information details tends to lose the point of the forum. 

[RigaMortice]

Just for the record I'm being assisted by nobody in private, although I've had an almost infinite number of conversations with TT support.

This topic is just the tip of the chat iceberg on this topic. All of my other chats have died.

In case anyone is still following this I've created a second mailbox for myself and have successfully signed in to it using both Thunderbird and openssl.

It proves that there's nothing wrong with my IMAP settings and that I can type my password correctly (at least sometimes...) .

I know it's heresy to say it - but perhaps there's a problem with the configuration of my default mailbox?

[mandisa1-TT]

@Gliwmaeden2 The customer is aware of the thread I am referring to, as he sent us a Private message on the 17/07/2025 and is already being assisted by my colleague, so I am to close my thread as it seems we are discussing the same topic publicly and privately, on my end is reflecting as duplicate.

[RigaMortice]

I wasn't hoping to manage my email account from MyAccount.

I'm just hoping to see with my own eyes that MyAccount thinks that I have a TalkTalk email account. And preferably what it is.

[Gliwmaeden2]

@mandisa1-TT, we've been following this thread for @RigaMortice for a month or so now.

Where is the duplicate that you are referring to?

[mandisa1-TT]

Unfortunately, emails can no longer be managed via online my account.
Please refer to your other thread as this is a Duplicate.

[RigaMortice]

Have many clients also had issues with Thunderbird and openssl continuously since 21st April?

Is there any way that I can see my own email address via the MyAccount website?

I can't even see in MyAccount that I have email. There's no obvious mention of it anywhere that I can see. Is this usual?

[mandisa1-TT]

I hear your concerns however, I assure you that all settings on our end are correct and does not provide any issues however many clients have had issues with outlook recently and which is why I will strongly advise for you to get in touch with Outlook as we have no issues on our end. 

[mandisa1-TT]

The reason you are able to see the email addresses on mailbox is because they are linked to your TalkTalk broadband account. You can find your TalkTalk account number on any of your TalkTalk correspondence.

[RigaMortice]

In Mailbox Manager I can see my email address - but no mention of my broadband account or account number.

Where/how would I see it?

[mandisa1-TT]

I would love to share a screenshot with you however I am not allowed. I can assure you the email address is linked to your broadband account, you should be able to see this on mailbox manager.

[RigaMortice]

If I hadn't tried 3 different ways of logging in to your mail server using IMAP I'd also be thinking it was probably my fault.

Would you be able to send me (in private!) a screenshot showing the link between my broadband account and my email account so that I can be satisfied that it matches what I'd expect to see?

Thanks.

[mandisa1-TT]

We apologize for the inconvenience caused, the reason we asked if you have an account was to check if your access was perhaps restricted, however i have located your broadband account and your email is linked so you should have full access. If your email settings are as per our Guidance and you still experiencing issues, our support is limited as we cannot advise on third party APPS.

[RigaMortice]

Also, don't you have an escalation path for problems that you can't fix here?

[RigaMortice]

I don't need you to have anything to do with any external apps. But answering my questions would be a step in the right direction.

Also I clearly need to remind you (repeatedly) of some things:

1. The claim on your own website (Email settings to access TalkTalk emails 😞

"There are two ways you can access your TalkTalk emails, via webmail which is located at apps.talktalk.co.uk or via a client/app on your smart device such as a phone or tablet and your computer."

2. My client access worked fine until 21st April and then simply stopped working

3. You yourself apparently (?) saw an issue with my account that caused you to ask if I have a broadband account, which I do. But now nobody wants to talk about that.

So I repeat - please answer my question and don't keep telling me that you don't support third-party apps. I know that and I'm not asking you to do so.

Thanks in advance.