Former Broadband user cannot log in to MyAccount for Mail Plus

[dannyg2]

I used to have a Talk Talk broadband account which came with an email address.

This stopped working, so I contacted support who attempted to fix the issue.

When I try to register my account on MyAccount the whole process works until the very end, on submitting the SMS code it logs a "Technical Error - see image.

Trying to navigate to the mail app on https://apps.talktalk.co.uk/appsuite/ results in an error - "The service is not available right now".

It's as though nothing works. I want to pay my £5 per month and get access to my email back, but the system won't let me !

[Gondola]

A weekend success story!

We do appreciate your time in letting us know you're back in action. Thank you.

[dannyg2]

Ady that did the trick - normal service is restored!

Thank you so much to both you and Gondola for the support.

[Ady-TalkTalk]

Hi dannyg2, I've added your mailbox to those to be restored to normal function. Please allow 48 hours for the change to complete.

Ady

[Gondola]

OK, so the password authentication fail does mean that IMAP access hasn't been switched back on. I'll push a reminder into Ady to authorise full access for the email address in your Private notes. As soon as access is restored the iPhone email app will spring into life.

[dannyg2]

ok this didn’t quite work yet - despite the settings being correct and the passwords being set up on both IMAP and SMTP it asks us to add a password in settings.

It’s definitely set up as in the guide you shared.

I guess this might need a tweak on the back end (?)

[dannyg2]

lovely, thank you - we will try it tomorrow afternoon 👍🏻

[Gondola]

Yes, just try a secure connection for the iPhone.

From the home screen

• Tap Settings (cog icon)
• Tap Mail
• Tap Accounts (iOS 15 or 14) or
  

  Passwords & Accounts (iOS 13 or 12), Accounts & Passwords (iOS 11), Mail (iOS 10) or Mail, Contacts, Calendars (iOS 9)

• Tap Add Account
• Tap Other (bottom of the list)
• Tap Add Mail Account
  and enter your email account information
• Name: Your name, as you want recipients to see it
• Email: Your full TalkTalk Mail email address
• Password: Email password
  Description: Your choice of Mail account name
  Tap Next (top right)

• Select Account type: IMAP
  INCOMING MAIL SERVER
• Host name: mail.talktalk.net
• Username: Full TalkTalk Mail email address
• Password: Email password
• Incoming server port: 993
• OUTGOING MAIL SERVER (SMTP)
• Host Name: smtp.talktalk.net
• Username: Your full TalkTalk Mail email address (It's NOT optional)
• Password: Email password (It's NOT optional)
• Select Next and Save to create the Mail account

If there's no connection to the TalkTalk server then there will usually be a password error message.

Now we need to set up the OUTGOING MAIL SERVER SMTP settings
And then return to the Account and tap Advanced to set up the INCOMING SETTINGS

Select the Mail account name Description you've just set up
OUTGOING MAIL SERVER

• Tap SMTP
  Make sure it is set as the primary server
• Server must be ON (green)

• Use SSL must be ON (green)
• Authentication: Password
• Server Port: 587
• Tap Done (top right)

Select top left arrow < Account (to return to the Account)

• Tap Advanced
  INCOMING SETTINGS

• Use SSL must be ON (green)
• Authentication: Password
• Server Port: 993

Select top left arrow < Account (to return to the account setup)

• Tap Done (top right)

[dannyg2]

Hi Gondola

Not sure whether Ady had a chance to look so we can set up secure access via the iOS mail app ? 

Or perhaps tomorrow we will just try a secure connection and see whether it works… This is my mum’s account and device, she is back from holiday tomorrow.

[Gondola]

Hi dannyg2 

I think you should be OK for secure mail. The guides are below.

Update to the newest iOS that you can. There's guides for each of the operating systems for older iPhones and iPads. I'll ask Ady to check if the mailbox was limited to webmail and if that was the reason it stopped working.  I suspect it was. Then when he authorises the restore of full access you'll be ready to use the secure settings. NB the devices will not authenticate until full access is restored.

The TalkTalk Mail Support Hub is your go to resource for information, guides and Community support for TalkTalk Consumer home broadband and MailPlus subscribers.

Select here:
 TalkTalk Mail Support

TalkTalk Mail help

 Email settings and device setup guides for TalkTalk Mail

 Setting up TalkTalk email on iPhone

 Setting up TalkTalk email on iPad

[dannyg2]

Hi Gondola

Web mail works - that’s great !

Previously we were using iOS devices - an iPhone and an iPad - both 3-4 years old, using the standard iOS mail app.

I think these can also use the secure settings AFAIK.

This is already a very good step forward, looking forward to working with Ady & colleagues to fix the rest and get the mail app working again.

Thank you for your help !

[Gondola]

OK, the MailPlus subscription journey carried out a validation to check the email address. And what's found is that the email address is linked to your former broadband MyAccount. Now that customer MyAccount may still be effectively active because of a TalkTalk Mobile account that's still active or there may be some other reason.

Ady and or colleagues will investigate. But the good news is that because the system will not allow you to subscribe to MailPlus because, in turn, the email address is linked to an 'active' MyAccount, the email mailbox is safeguarded from being auto-deleted.

Doesn't mean it's safeguarded from being limited to webmail only access because you were using insecure settings. So, when it stopped working did you check via TalkTalk Mail webmail? You didn't say when I asked before.

Select here:  Sign in to TalkTalk Mail

Enter your full TalkTalk Mail email address and password, select Sign in. Compose and self-send a new message to the same mailbox to see that the sent message appears in the Sent objects folder and then appears in and stays in the Inbox.

If webmail is working for you. How were you using TalkTalk Mail when it stopped working? Device / Operating System / Email software and version. Need that for all mail collection services and devices you use for email as all must use secure settings from now on. If the email address is restricted then Ady can restore full access so long as we know you're able to use and will use secure settings.

The TalkTalk Mail Support Hub is your go to resource for information, guides and Community support for TalkTalk Consumer home broadband and MailPlus subscribers.

Select here:
 TalkTalk Mail Support

TalkTalk Mail help

 Email settings and device setup guides for TalkTalk Mail

[dannyg2]

Hi Gondola

Thank you for the speedy reply - unfortunately that journey tells us the mail is already registered and to use myaccount for setup.

Login to myaccount fails because it says the mail is not registered !

The services disagree - please see attached…

[Gondola]

I'll let Ady know.

You didn't confirm what happens when you go for the Subscribe to MailPlus journey.

 Subscribe to TalkTalk MailPlus

MyAccount is automatically registered for you.  You just need the email address and its password.

[dannyg2]

Hi Ady & all

Thank you for getting back to us, I added the email address in the private notes section just now.

[Ady-TalkTalk]

Hi dannyg2, if you still need help with the affected mailbox please add it to the private notes section of your community profile.

Ady

[Gondola]

When you say the email stopped working did you verify it's also not working via webmail?

Select here:  Sign in to TalkTalk Mail

Enter your full TalkTalk Mail email address and password, select Sign in.

TalkTalk may have limited your email to webmail only access either because you have not subscribed to MailPlus OR because you've continued to access the email mailbox using insecure settings.

In relation to MailPlus, the MyAccount process does not allow a user to register or to change a MyAccount login from a non-TalkTalk IP address. So as you're no longer a TalkTalk Consumer home broadband customer your IP address is provided by another ISP. 

Have you purchased MailPlus from the normal subscription journey (link given below) that's a self-service online verification and application?  The MailPlus MyAccount will be automatically set up with the email address as Username and the email password as the MyAccount password. This will not fix the mailbox being limited to webmail only as TalkTalk Support would need to restore IMAP access for the full access that MailPlus offers to former TalkTalk customers.

The TalkTalk Mail Support Hub is your go to resource for information, guides and Community support for TalkTalk Consumer home broadband and MailPlus subscribers.

Select here:
 TalkTalk Mail Support

TalkTalk Mail help

 About TalkTalk Mail Plus

 Subscribe to TalkTalk MailPlus

 Cancel TalkTalk MailPlus