IMAP not working, details correct and username/password correct

[RJBuk]

I am trying to help my Mum who is unable to sent/receive emails using imap on any device - all the settings are correct and the username/password are correct and can log onto the webmail system OK. Is it likely that you have disabled imap for her account, if so how do I go about re-enabling it?

[Gliwmaeden2]

There's a link to explain it here, @RJBuk:

https://community.talktalk.co.uk/t5/Articles/Nominated-user/ta-p/2205256

It's probably as well to get on with setting that up anyway, as it could be really useful in future.

Whether it's enough for dealing with the email address, we'll need to wait for staff to reply.

They may give general instructions anyway. 

[RJBuk]

I have added the details to the Personal Information in the profile area. How do I go about getting my mum to set me up as a nominated user?

[Gliwmaeden2]

It's always better if the customer themselves posts on here, unless you have PoA etc, or nominated user status, @RJBuk.

You should put your mum's email address in Private Notes (towards the end of Personal Information in the profile area) and SAVE CHANGES. 

However, more security questions may need to be passed. 

Support on the forum will be slow until 2nd January.