Emails from Aviva being blocked

[davep]

I recently tried to get a quote from Aviva.  Subsequently all replies were sent to a secure portal which i refused to use.  

Aviva contacted me by phone after I raised a complaint.  The outcome seemed like it was Talktalk's fault.  The reply from the portal was:  "UKDI My Account" <myaccount@mail.online.aviva.co.uk> has sent you an encrypted message via Aviva Secure Email Portal. 

or "Aviva UKDI Support" <ukdisupport@mail.online.aviva.co.uk> has sent you an encrypted message via Aviva Secure Email Portal.

This has occurred to others previously.  Obviously not sorted out yet.

Aviva's reply was as follows:

About a year ago, we introduced a system to make sure all emails from the certain addresses are sent securely.

If your email provider (Tiscali) system doesn’t support this, or there’s a problem with your security certificate, the email is instead sent to our Secure Portal, where you can log in to view it.

In this case there is a certificate issue, so you can’t receive secure emails directly. That’s why the message was sent to the Secure Portal—and this will continue for all future emails until your email provider fixes the issue.

Can this get sorted or do I just have to use an alternate email which I have since TT forced me to not use my  at tiscali email

Now what happened with the link appearing when I put in a tiscali email reference (now deleted)?

Please, no PM's as I'm unlikely to keep logging in to read them.

Thanks (hopefully)

[nomfezeko-TT]

I understand, davep, we want to get this checked and rectified as much as you do, we are working on this and trying various options to get to the bottom of this issue, we are currently running a few checks on our end, as much as this is frustrating, we kindly ask for your patience as we are finding you a resolution. 

-Fez. 

[davep]

I've been asked this before.  What difference does it make?

Laptop ipad iphone lenovo tablet desktop.

Less questions and more solutions wanted.  I have NEVER been asked such thing until this year.  Maybe go back to the old OCE's.  Make no wonder you are losing customers.

Come back when you have the solution AS i'M OFF TO WATCH CRICKET NOW.

[nomfezeko-TT]

I understand, as we are working on this, kindly let us know what device are you using when accessing your email?

-Fez. 

[davep]

please read the original.  Emails TO Aviva are blocked.

Email working. Internet working.

Just get it sorted.  I've told you everything about it.

@Gliwmaeden2 Thanks for the input.  does anyone get their problems solved nowadays?  I'm going to be driven out of TT at this rate as if I need to use a new email and the hassle that causes I may as well move it all - albeit extremely reluctantly due to help of community stars such as yourself plus other problems of moving.

[nomfezeko-TT]

@davep ,as you have confirmed Emails from Aviva are blocked, while I have had this flagged, we will try to exhaust various options and run a few checks to help us get a resolution to this matter reported, I will be asking a few questions to help us on our investigations, is that okay with you?

[nomfezeko-TT]

@Gliwmaeden2, Thank you for your message. I understand the request regarding the use of private messages (PMs). I will ensure that all communication regarding this issue remains in the public thread.

-Fez. 

[Gliwmaeden2]

@nomfezeko-TT,

Please note that this customer has specifically asked staff to desist from using PMs.

They should only be used to exchange sensitive information. 

They shouldn't develop into threads behind the scenes.

It should be possible for customers to follow the progress of their issue by just reading replies in the public thread and no need even to sign in to view them.

[davep]

I ask no PM's yet still get them - and they don't have sensitive (or in any way useful) information.

[davep]

do you not understand?

I have not stopped using my tiscali email.  It is my main one and is connected to lots of important contacts.  My wife uses the same one which we have done for many years

I was FORCED to have an alternative which I use as little as possible as I dislike it.

Obviously no-one at TT understands the frustration of myself and numerous others so stop saying you do.

I receive notices of forum updates into the gmail.  I have it set to forward to my tiscali (thunderbird client) but these don't forward.  I have brought this up several times as well.

Maybe get these thing sorted or you will continue to lose even more customers, and obviously JOBS!!!!

How many times do I need to ask this is escalated until it is and someone sorts out the problems.

TWENTY POSTS ON THIS THREAD AND NOTHING DONE!!!!!!!!!

[nomfezeko-TT]

I understand your frustration regarding the issues with receiving emails from Aviva and the complications with your Tiscali email account, we also thank you for your patience as we are looking into this so we can find a resolution for you. 

Since you have mentioned that you have been forced to stop using your Tiscali email, have you tried using an alternate email address that is known to support secure email communications?

If you previously had a Tiscali email account that is now deleted, it’s possible that any references to that email in Aviva’s system may still exist. This could lead to confusion or issues with receiving communications. If you have a new email address, make sure to update your contact information with Aviva to ensure that future communications are sent to the correct address.

[nomfezeko-TT]

Hi there @davep, we are so sorry you have contacted us about this, we will have it checked on our end, I need to have a look into your account so I can advise further. 

-Fez.  

[davep]

from Aviva 27th June

We understand you're having difficulty viewing our emails. After looking into this, we've found that the issue is related to the email address you are currently using. As it is an older email address, your email provider is directing our messages to a secure portal instead of delivering them straight to your inbox.

To resolve this, we kindly recommend for you to contact your email provider (Tiscali) and ask them to help you access your secure email portal or update your email settings. 

Please know that this issue is not caused by Aviva, but we are still here to support you in any way we can. If you have another email address you'd prefer to use, please let us know, and we can update it on our end. 

My emails don't go from tt to gmail.  No idea where you got that.

PLEASE ESCALATE

[KeithFrench]

Thanks @RobLloyd77 

[RobLloyd77]

Hi

Unfortunately i am not a tech support expert, but from what i can see it looks like the new AVIVA security certificates are not compatible and are not allowing the forwarded email (which looks to have gone from TalkTalk email to gmail) back from gmail to TalkTalk.

Again, i am not a tech expert on this but i would suggest this is a change/ update required at Google end, or alternatively complete the AVIVA quote in their secure portal as suggested by AVIVA.

Thanks

[davep]

  @KeithFrench  thanks again.   Don't know whether anything will happen this time.  Is it time to escalate this?  Probably wouldn't make much difference.   I'd be most reluctant to move, but it may have to happen next year if TT can't sort out these email problems.  Maybe we'll all end up with BT??

[KeithFrench]

Hi @Lorrainef 

Please can you see if @rlloyd can offer any help with this email issue?

[davep]

2 weeks later, no reply.  Is anything being done about this?

From message 8, below, by Keith  French "I have asked @kanya-TT to contact their Email Product Manager to see if he can help. As a customer myself, there is nothing more I can do, I am afraid."

[davep]

@kanya-TT  Any update to this please?

[Billx]

Thanks, @KeithFrench 

[Billx]

Hi @davep 

You said to @KeithFrench :

"Not sure whether you would have any idea why emails into my gmail don't forward to my thunderbird client.  Only ones in my name normally sent from "myself", but these notifications haven't forwarded this time either.  One has been collected in junk on my iphone - no idea on that either but it has happened with several contacts including me!"

 I think I am using more or less the same setup as yourself

Because of TalkTalk policy, I had to use a non-TalkTalk email address as the username for logging in to 'MyAccount', and I used gmail.com. This is a long time ago. Also, like yourself, I use Thunderbird, on the PC. I don't use iPhone.

Nearly all my TalkTalk originated emails first go to the gmail.com email address. Then they are all re-forwarded back to my tiscali.co.uk email address.

From 1-7-2025, none of those TalkTalk emails are re-forwarded back to my tiscali.co.uk email address.  I get the exact error message as yourself at gmail.com. But these error messages I see at gmail.com originate from TalkTalk/Open-Xchange.

To see any messages re-forwarded from gmail.com, in Thunderbird, they must first reach TalkTalk webmail.

I know you had the problem much earlier than me

As you have said in the past, it is up to TalkTalk and Google gmail to sort themselves out.

Bill