Email not working via mobile and computer/ mail plus

[Sarah113]

Hi

I’ve tried using live chat and calling talktalk and am going round in circles. 

We used to have talktalk broadband a few years ago, and continued using our email accounts after moving to a new provider. There’s 3 email addresses linked to the original account. After the settings update requested by talktalk, two of the email addresses lost access to emails via computer and phone apps ( the settings are definitely correct), but could still access emails via webmail. Through conversations with talktalk over the past few days I was told that I had purchase talktalk mail plus, despite no warning that I would have to do so. I have now done this for the original main email account, with the hope this would fix the problem. However, I cannot log into my account to link the other addresses , due to ‘technical issues’. Talktalk customer services then told me I’d have to purchase mail plus for each of the emails - surely this can’t be the case as the website clearly states you can have 5 mail accounts. I was also told mailplus customers can’t access my account to manage this. So I’ve now got mail plus as instructed, but cannot solve the original problem. Please help! 

[Ady-TalkTalk]

Hi Sarah, the account has been limited due to not using the secure settings in the mail client. You can find all the correct settings in the Email Settings Help Article.  Once you've made sure your mail clients are all using those settings please let me know and I'll get the mailbox restored to full service.

Ady

[Sarah113]

Hi Ady,

Apologies for the delayed response, and thank you for your help.

I've tried cancelling the direct debit on one of the accounts last month as a test - the sarah*******@talktalk.net one. I have now lost access to my emails via phone apps, and can only access via webmail. I'm still paying for talktalk mail plus for the other two accounts.  Is there any update on MailPlus customers being able to access My Account? Or any way I can at least combine the three accounts?

Thanks,
Sarah

[Ady-TalkTalk]

Hi Sarah113, I've been onto each account and left notes. I can do no more without verifying the security information with the account holder/s. However, all you need to do is cancel any direct debits you may have set up. They won't be required. Your email addresses are safe. 

Ady

[Sarah113]

Hi Ady.  Thank you for helping. I've added the three account numbers to the private section - next to the email addresses associated with each. The link in the personal message isnt working, apologies. 

[Ady-TalkTalk]

Hi Sarah113, I need to sort this account mess out for you. I've sent you a personal message to obtain more information. 

Please add all 3 account numbers in the private notes section of your community profile.

Ady

[Ady-TalkTalk]

Hi Sarah113, I've added your mailbox to those to be restored to normal function. Please allow 48 hours for the change to complete.

Ady

[Sarah113]

Yes it is, it was the one that was originally working anyway, so I’m wondering if the access got changed later. 

[Sarah113]

Hi Ady. I was advised that I would have to do that when I rang talk talk customer services , as I needed all 3 mailboxes to work and there was no way for talk talk mail plus customers to access my account. I set up three accounts ( one for each email address ) in the short term just to get them working!! Although this was around the same time you very kindly restored access to them- so I have no way of knowing whether or not I needed mailplus at all. Either way, it was a temporary solution to get them working until I could get help to put them all under the same account!

[Ady-TalkTalk]

Is the newly blocked mail using the secure settings too?

Ady

[Ady-TalkTalk]

If one has stopped working then we'll have to add it to the list. Why on earth do you have 3 mailplus accounts? Please don't tekk me someone advised you to do that.

Ady

[Sarah113]

Hi Ady

Im still having issues. I now have all 3 emails as separate talktalk mail plus accounts , so having to pay £15 instead of the £5 I should be paying to cover all three. I cannot register any of the accounts with a non-talktalk email, as all 3 come up with a message saying they’ve already been registered. When I try and log in to the my account with the talk talk email I get the same error as before.

On top of that, the one email address that was working , has now stopped working - and cannot send or receive emails via app , only webmail.

Could you please check they still all have unrestricted access? And any advice on the my account situation? Talktalk website explicitly says you can have 5 mailboxes per account, so I shouldn’t have to pay for 3 separate accounts! 

[Ady-TalkTalk]

Hi Sarah113, there are some problems granted. They don't affect all MailPlus accounts and you do have to register with a non TalkTalk email address, but you can register. I can transfer your existing email addresses to your new account. I can't help you create a new mailbox though.

Ady

[Sarah113]

Hi Ady. All three have Mailplus- but none can log in to my account. I was told by talktalk customer services that Mailplus customers don’t have access to my account. 

[Ady-TalkTalk]

I can help once you've got your MailPlus account sorted. 

Ady

[Sarah113]

Thanks Ady- I ended up having to sign all 3 mailboxes up to mail plus to make them work. I now need to go through the process of cancelling these subscriptions/ combining these into one mailplus account - can you help with this ?

[Ady-TalkTalk]

Hi Sarah113, all 3 of the mailboxes provided have full unrestricted access. Please let us know if you need help with anything else.

Ady

[Divsec]

Hi @Sarah113 fully agree with you, I'm sure @Ady-TalkTalk will have a good solution for you. 

[Sarah113]

Thank you for escalating- I haven’t heard anything further yet. And yes , I think I will do that longer term, but in the short term would like to resolve the issue 

[Divsec]

Hi @Sarah113 your post has been escalated and you should hear soon.

For the long term could I suggest a switch to a non ISP related email supplier.? I use both outlook and Gmail with great satisfaction.

Good luck in achieving a resolution.