email support

Ask us about your TalkTalk email account and Webmail.

cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Errors downloading email with homecall account with MS Outlook but webmail ok.

KannyKen
Whizz Kid
Message 47 of 47

The problem  has been around for months but initially was only occasional but now is nearly all the time. MS Outlook 2016 fails to connect to my two homecall.co.uk email accounts but my two talktalk.net accounts hardly ever have a problem. There is a variety of error messages from timing out, other program accessing my account, connection reset  or even asking for my password.

 

I suspected my internet security software so temporarily disbabled the email functions in it but made no difference.

 

My system is a PC connected by ethernet to my router. My ipad never has a problem connection to icloud email via wifi to the same router. My wife has a laptop and a homecall.co.uk email address but uses Mozilla Thunderbird and not seen erros on her system although it is used far less.

Some people call me Victor Meldrew. I don't believe it!
0 Likes
46 REPLIES 46

Ady-TalkTalk
Support Team
Message 21 of 47

Do you have any other devices that don't use the Outlook app?


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


0 Likes

Message 22 of 47

I am still having errors this morning. My experience overall has been with all sorts or error messages including the account not recognised, mail server not responding and connection timing out. Currently, because Microsoft have made usbstantial and unexplained to Outlook 365 Home I am unable to edit account settings. I did manage to access the account settingst once a few days ago but now that route has become hidden or removed. I am even struggling to find the current place to send a query to MS.

Some people call me Victor Meldrew. I don't believe it!
0 Likes

Message 23 of 47

Hi KannyKen, there was an issue relating to our system that led to this problem. I'm told that it's fixed now. Could you retest and let me know if its working ok. If it isn't try removing the account from the mail app and then adding it back on. 


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


0 Likes

Message 24 of 47

New router arrived this morning and installed around mid-day 30 minutes after powering down the old one. I attach a document showing connection data of both routers and the results of speed tests. Very little difference shown. They are from different manufacturers so there is ia difference in format how results are shown. I deleted my ip number from both.

 

I still have unreliable email in that most times I go to my computer I find an error message. Also now my wife has problems on her laptop using Mozilla Thunderbird email client. Sometimes it takes 20 minutes to get email downloaded including messages saying the account not recognised.

 

However, some of the problems may be caused by updates of MS Windows, anti virus software, MS Office, MS Thunderbird, other utilities and applications etc etc. Every day there is something updating. For instance yesterday there was an update of MS Office 365 (which includes my email client Outlook) and with neither warning nor explanation it has fundamentally changed the way I access email account settings so that the old method totally removed that option and only by accident did I stumbe upon the new way to access an account. Today there was some indication that Mozilla Thunderbird was updating on my wife's computer although it was impossible to confirm.

 

It seems that the connection between email clients and TalkTalk mail servers is very fragile and the left hand does not know what the right hand is doing. Which side is at fault I cannot say but I suspect weaknesses on both sides.

Some people call me Victor Meldrew. I don't believe it!
0 Likes

Message 25 of 47

Your Welcome.

 

Karl.

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

0 Likes

KannyKen
Whizz Kid
Message 26 of 47

emoticon.thumbsup.title

Some people call me Victor Meldrew. I don't believe it!
0 Likes

Message 27 of 47

Hi

 

A new router is on the way for testing.

 

This should arrive in the next 24-48 working hours.

 

Thanks

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

0 Likes

Message 28 of 47

Hi Michelle,

 

Yes please I would like to try a a new router.

 

Thank you.

 

 

Some people call me Victor Meldrew. I don't believe it!
0 Likes

Message 29 of 47

Hi KannyKen,

 

Would you like to test another router just to fully rule this out? If you would then just let me know and I can arrange to send you one.

 

Thanks

 

0 Likes

Message 30 of 47

Hi Michelle,

 

This is quite a new router as it was sent to me when I had problems around the middle of last year. The older one I returned to TalkTalk as instructed so I only have one superrouter.

Some people call me Victor Meldrew. I don't believe it!
0 Likes

Message 31 of 47

Hi KannyKen,

 

I'm really sorry for the delay in getting back to you. Have you also tested with an alternative router? If not then let us know and we can arrange to send a replacement router for testing purposes to rule this out.

 

Thanks

 

0 Likes

Message 32 of 47

I have a BT Openreach Mk 2 main socket which has no master socket as such. The super router connects directly to this socket and the phone socket has a cordless set attacted. The other side of the single skin wall is a double phone socket feeding a conventional wall phone. Although the Mk2 socket is prefiltered I added a microfilter to the wall phone because its cable is just too short to lay neatly. The telephone line in (1974 vintage rises) in this wall so there is not other wiring to the sockets.

 

There is an occasional quirk with the phone line but never any noise. The wall phone is maybe 18 months old but sometimes after reseating the hand set on its cradle it seems it does not clear the line and people say they cannot contact me because the line is busy. If I pick up a cordless phone there is no dial tone but usually I can clear it by firmly reseating the wall phone handset but sometimes needs more than one attempt. This quirk was reported aa part of the original problem prior to the visit by the BT Openreach engineer. It is only the past week it has become apparent again

Some people call me Victor Meldrew. I don't believe it!
0 Likes

Message 33 of 47

OK, thanks 

 

How many telephone sockets do you have? What other devices do you have connected in addition to your router?

 

Does your master socket have a Test Socket?

 

Are you experiencing any problems with your telephone service such as noise on the line?

 

Thanks
Chris

0 Likes

Message 34 of 47

Router off for 40 minutes from 8:50 this morning and these are my measurements

 

Router reported link rate 5925 / 27358 kbps before switch off

Router reported link rate 5925 / 27160 kbps after switch off

 

Speedtest measurements before switch off. Ping 25ms, download 24.00Mbps , upload 5.60 Mbps

Speedtest measurements after switch off. Ping 24ms, download 25.64 Mbps , upload 5.60 mbps

 

Some people call me Victor Meldrew. I don't believe it!
0 Likes

Message 35 of 47

Hi KannyKen,

 

Your connection looks stable but your sync speed is outside the predicted range. Can you try switching your router off for at least 30 minutes then switch back on and retest - please let us know how you get on


Chris

0 Likes

Message 36 of 47

And to add insult to injury I thought of of checking TalkTalk service status and editing my email accounts through "My Account" but all I see is a TalkTalk service message saying the service is down. Anyone know a reliable internet company? Just askin...

Some people call me Victor Meldrew. I don't believe it!
0 Likes

KannyKen
Whizz Kid
Message 37 of 47

Yesterday was a false dawn. Today there are many failure messages about the server timing out or not responding. If the Outlook error messages are to be believed it is saying the error is at the Talktalk end and I am advised to report it to my isp.

Some people call me Victor Meldrew. I don't believe it!
0 Likes

Message 38 of 47

The situation may be better but not perfect. I managed to wade through the various sections of forum advice you recommend and reduce it to basic points. It seems that the combination of a homecall.co.uk address (from wayback when I joined Pipex who then became part of Tiscali and eventually subsumed into TalkTalk) with MS Office 365 Outlook as a mail client means settings are quite different to what seems to be "default".

 

Incoming server (POP3) was set to port 995 and now changed to 110

 

Outgoing server (SMTP) was set to port 587 and now changed to 25

 

Type of encryption was set to SSL/TS and now changed to Auto

 

Outgoing server authentication was set to On and now changed to Off

 

Since then there has only been one error which was both my homecall accounts reporting a time out because no acknowledgemt from the sending server so could have been a genuine issue at the TalkTalk server. My mail has otherwise arrived much better than before.

 

How the accounts were set as they were I do noe know as they worked well in the past. Windows 1o and Office 365 are both paranoid about keeping up to date and sometimes make changes that are counter productive and have to be reversed.

 

As regards my internet connection it is far from perfect but I am assured it is within specification. Download spped used to be around 33mbs and dropped about 5 mbs to 28mbs last year. It was investigated and BT Openreach identified an anomaly  a few metres from my house. They tried the other pair of wires that come to the house but that was worse so they left it as they found it, because tests of the line showed it was still within specification.

 

Over the past few months speed has started dropping again and is now around 24 mbs

 

It resets itself every few days.

 

We did suffer intermiitent power cuts last winter and again more seriously last month..

Some people call me Victor Meldrew. I don't believe it!
0 Likes

Message 39 of 47

OK. thanks. Do you have any problems in generaly with the internet connection on your desktop PC?


Chris

0 Likes

Message 40 of 47

My PC is not a laptop, it is a full size case pc running windows 10 and connected via ethernet. My wife's laptop also has Windows 1o and connects via wifi.

Some people call me Victor Meldrew. I don't believe it!
0 Likes