Loss of pipex email after new server details entered

[David140536]

I have 3 pipex email addresses which  I access by Thunderbird, Samsung and Blue Mail.

After entering the new server settings the 3 addresses worked ok. They have since stopped working, one after another.

I believe they require resetting.

I have put the 3 addresses in my private details .

Please help as I am 86 years old and have cancer. I rely on my pipex email to communicate with doctors and hospital over treatment.

Web mail OK but not convenient to use.

Many Thanks

David

[David140536]

With many thanks to Gondola, Ady and others who contributed to the solution. What a wonderful help the forum is, thanks to the knowledge and dedication of TalkTalk staff, volunteers and members.

[Gondola · Accepted solution]

The mh address you said was a master pipex mailbox address. 

If the address is a master mailbox that's active on the TalkTalk Mail platform and you know the password you'll be able to check 4 things:

• You can sign in to TalkTalk Mail webmail but if you cannot sign in...
• Verifalia will say the email address is Deliverable for an active master mailbox address or a valid alias address
• Password recovery will show you password recovery options but will show a 'no domain' error for an alias address
• Sending the mh an email will not get an Undeliverable bounceback if the mailbox is active

The error message "Validation of server mail.talktalk.net failed due to invalid credentials" tells me that you were trying to add the email address as a secondary email address to an existing mailbox on TalkTalk Mail webmail. That fail is either because the address is not a master mailbox address or the credentials (address and or password) are not recognised.

[David140536]

Have now recovered au----- address, but cannot make any progress with the mh------- address. Will not accept login details, have changed password to no effect.

"Validation of server mail.talktalk.net failed due to invalid credentials"

Can send from mh---- via thunderbird and samsung, but not receive.

[Ady-TalkTalk]

Hi David, neither AU or MT are showing up at all on system. I've asked a colleague to double check this for us. 

Ady

[David140536]

Hi Ady'

Sorry for the delay in responding, but frequent hospital trips playing hell with my routine!

The two Email addresses which are not working were last accessed on thunderbird, mobiles etc as follows,

au------ 22nd Feb 2023

mh------16th Feb 2023

I am accessing the address mg------ OK on all my devices.

Hope this will enable you to progress things

David

Should add that both addresses are working ok on webmail.

[Ady-TalkTalk]

Hi David140536, I've checked and the one mailbox that comes up as valid is fully functional the other two in there are not showing up at all on our database. When did you last access them?

Ady

[David140536]

Sorry for the delay in getting back to you. 

The 3 email addresses I added to my personal details were master pipex addresses of the form shown in your latest post.

[Gondola]

Ady's not normally online at weekends to provide us with support. There have been delays that Ady was working hard to resolve.

I've pushed another reminder into TalkTalk Support's workflow because my first escalation was 25th February.

Just to ask, was the email address you notified a master pipex email address of the form abcd12@dsl.pipex.com or an alias email address? If you normally use an alias address and you know the master address could you please add the master address to Private Notes. The reason for asking is that the mailbox itself is assigned the master pipex email address. So that mailbox is the one that needs the configuration amending to allow POP3 access. Just in case the reason for this long delay is because the team setting the mailbox configurations couldn't find the mailbox.

[David140536]

Still not working on any of my devices.

[Ady-TalkTalk]

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

Ady

[David140536]

Many Thanks for you help, I'm not as computer able as I used to be.

David

[Gondola]

Hi David

Devices all support secure mail and your Settings are all perfect.

I've requested full access is restored and TalkTalk Support will respond here next week and device access will be within a couple of days after. Just keep in touch by webmail until then. 

Have a good weekend.

[David140536]

Thank you for your comprehensive response to my query.

I only updated after the last notification from Talktalk.

I attach photos of the settings applied to the Thunderbird App 102.8.0 Running on Windows 10 Home Version 22H2, All updates installed.

Android mobiles: Samsung Galaxy A10 running Android 11, Email Version 6.1.75.0

                                  Samsung Galaxy A12 running Android 13, Blue Mail Version 1.9.8.202

                                  Samsung Galaxy TabA7 running Android 12, Blue Mail Version 1.9.8.202

 STBird I/C server settingsTBird O/G server settings

Mobile Settings for POP3:   I/C Server     mail.talktalk.net

                                                    I/C Port         995

                                                    security        ssl

                                                     O/G Server  smtp.talktalk.net

                                                     O/G Port     587

                                                     Security      TLS 

                                                     Requires Authentication to Send Email

I have updated my community profile as requested, I hope this will provide confirmation that my settings are now correct.

Again many thanks

[Gondola]

Did you update the server settings on all devices some time ago or only after the last notification from TalkTalk that your device access was being withdrawn? And are you totally confident that the settings are correct?

If you saw the message from TalkTalk advising "Our records show that you are still accessing your email using unencrypted email settings, because of this you will no longer be able to receive or send emails via this email app or software" then the email address receiving that notification has been limited to webmail only access as a last resort action by TalkTalk to stop the use of insecure email.

TalkTalk Mail webmail is secure by design using an up to date Internet browser. Its easy to use and will keep you in touch.

Select here:  Sign in to TalkTalk Mail

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

You will be able to get email access restored to email apps or software including mail collection services so long as you're ready to use up to date and secure email settings for all the ways you view emails. We can advise on device and software compatibility and provide customer setup guides. Just let us know each mail collection service, each device, its operating system and email software including version that are in current use.

For a definitive check of settings take screenshots of the incoming and outgoing server settings, image edit to obscure the first part of the email address and upload here using the Camera icon (desktop browser) or Picture icon (mobile browser) above this reply area.

When you confirm the secure settings are ready I can request TalkTalk Support to restore full access. TalkTalk Support will respond here and access will be restored usually within a couple of working days.

Prepare for TalkTalk Support - include in the Community Profile (not in these public posts):

 Email account holder name

 Scroll down to Private notes to add the email address(es)
and TalkTalk or MailPlus customer account number

 Check and Save changes

Select here:  Update your profile

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

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 Using TalkTalk Mail

 Email settings and device setup guides for TalkTalk Mail

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