Error 550.5.7.1 when trying to send email

[DocH19]

Cant send on webmail or thunderbird or bluemail. 90 minutes watsed with online help who were completely usel;ess and I have raised a complaint. This is the last straw with talk talk

[mandisa1-TT]

That is absolutely fine, I understand. We recently had a migration where all customers that are using TalkTalk email addresses however do not have an active broadband account with us, were being migrated to Everymail and have to pay £5.00 subscription monthly, some of our broadband customers were incorrectly classified and we had to complete webforms for them to be excluded.  We sincerely apologize for the inconvenience this might have caused to you.

Please do wait for the call so they can advise on what was the issue in your case. Please refer to the following article on auto compensation: https://community.talktalk.co.uk/Articles/About-your-auto-compensation-credit/ta-p/2326583

 

[DocH19]

Hi,

I received a late call at the same time as your message. It rang once and then disconnected. I called back and had a discussion. Please don't close the case as I am not happy with the incomplete explanation. I have been advised that I will be receiving a call tomorrow sometime from SMC. 

You refer to a migration but the person I talked to was unable to explain to me what happened and did not talk about migration.

I will only be happy when I get a satisfactory explanation and some compensation.

Resolving complaints requires an explanation and hopefully will give me confidence that it will not happen again.

[mandisa1-TT]

Thank you so much for confirming your emails are now working meaning the back office has gotten to your form. I can also see you have a call back booked for today between 14:00 -16:00 and status is showing as completed however you have advised that you have not received and call back. 

I will leave detailed notes on your account regarding this, we sincerely apologize for the inconvenience caused to you. I can assure you your email address is already linked on the account and you should not be affected by the migration. As you have advised the issue is now resolved would you like for us to close the complaint or you would still like for the complaints team to contact you?

[DocH19]

Hi Mandisa,

This was not mentioned. I was advised that it would be escalated to Open Exchange, so it may have been done as part of that. However I can confirm my email sending is now working.

I was supposed to receive a call today but so far nothing and I have had no confirmation of what the problem is/was.

[mandisa1-TT]

@DocH19 I have accessed your account and can see you have an open complaint, however I cannot find notes stating a webform was completed for you. Did any agent advise you they were completing a form for you?

[mandisa1-TT]

Thank you so much for the support @Gliwmaeden2 that is correct

However I will access your account @DocH19 just to make sure a webform has been completed for you, so your email services can be restored.

[Gliwmaeden2]

We are seeing a few customers reporting that they can now send, @DocH19, but many still cannot.

It's possibly being resolved one account at a time, or batch by batch, but not all at once.....

[DocH19]

Hi,

Switching the router off for 30 minutes did not work. I still have the same problem. Having read about the Everymail changes that are occurring, I suspect my email address has somehow got associated with this change (it is a talktalk.net email) and they have switched me off from sending emails. I am still a talktalk customer though I am being shunted to Utility Warehouse. The email I received said I would be keeping my email address, at least for now.

It seems that if you have a legacy talktalk email address but are an ex-customer still  using the talktalk webmail then the ability to send emails was switched off from 28th July unless you subscribe to Everymail. This seems to coincide with when my email sending stopped working. Basically a TalkTalk screw-up it seems, though nobody has been able to get to the bottom of this yet, not surprisingly. It further convinces me that I should move though changing my email address with numerous institutions (banks, council tax, utilities, pension providers, insurance, HMRC etc.) is a pain in the butt. Letting friends know an email change is easy, but the rest takes time and I am very busy at present.

The bit that really annoys me is the abysmal customer service provided by talktalk. First line support is totally useless. I finally talked to someone in the UK who said he would be contacting "Open Exchange" though nothing happens quickly. I suspect he knows what the problem is but did not say and at that point I had not researched enough to ask.

[fr8ys]

Thanks for that info.

One thing you could do in case your IP has been blacklisted for some reason, is to turn your router off for 30 minutes which will start a new session.

If this doesn't work, then sorry but you will need to wait for the Complaints team to contact you, but you do seem to have information that hopefully the back room team can use to resolve this.

As an aside, I'm attempting to get more information on the Utility Warehouse transfer, but here is a link to an FAQ page.

[DocH19]

I have not been told that I am moving to Everymail. I have been a talktalk broadband customer for about 20 years and never been with anyone else. I have been told that I will be moving to Utility Warehouse which I don't understand as I have always been with talktalk and not other businesses they have taken over. The email said that I will retain my email for the foreseeable. This will probably mean that I leave anyway.

Regarding the problem it started a week ago, but then seemed to resolve itself. However, it has started again and is for any email I attempt to send. I other words it is to all recipients. I can't send from webmail, Thunderbird client that I use on the laptop or Bluemail that I use on the mobile.

There is no problem receiving mails.

The online help was laughable and didn't appear to listen to the problem. I will say no more about what I feel.

The error message is the number I quoted and says that an error occurred inside the the server which prevented it from fulfilling the request. There is also a message on Bluemail saying that the recipient address rejected it, domain not found.

[fr8ys]

Hi,

Is this affecting all emails you are trying to send or only to one person, or company?

Are you a broadband customer, or left and returned, or left and using and TalkTalk domain email address?

Did you by any chance receive an email informing you  that your email was being moved to Everymail and there was a charge of £50 per annum or £5 per month?

I ask as today was the deadline when those customers would lose the ability to send emails, and the error message indicates this may be the cause, or if its only one recipient, they are not accepting the email.

What is the full error message ss this may give you a clue.

Here's a websearch that may help you when speaking to the complaints team.

As you've raised a formal complaint, staff here are unable to become involved in helping you, to avoid conflict and confusion, so I offer the above as a fellow customer in the hope it will help you in your discussions.