Lost emails urgent needed

[Jennifer1952]

I need to restore emails to my account ,I did not delete them they have just vanished, along with previously stored email contact addresses. They go back ages and I need them.

Thank you Jenny

[Ady-TalkTalk]

Hi Jennifer1952, I've checked and the mailbox you've asked for help with is showing as fully functioning.

Ady

[Jennifer1952]

My email address has now been added to community profile , personnel information, private notes and saved the changes , but the emails have gone from webmail and my iPhone, apart from 3 historic ones which are still there strange , we did not delete them.

Thank you 

[Gondola]

You're not answering my questions so as my crystal ball is also choosing not to be responsive on Sundays I cannot tell what has really happened.

Let's assume that you were using a POP3 email account but with insecure settings and as a result TalkTalk have withdrawn access for all but webmail.

Put your email address in your Community Profile, Personal Information, Private Notes box and save changes.

I'll ask TalkTalk Support to see if the mailbox is limited to webmail only and if so to restore full access for that email address.

When the email app using secure settings is back in action then you may see the Inbox holding the old messages. That's assuming you didn't make any changes that could have deleted the Inbox.

[Jennifer1952]

Thank you Gondola the settings are all correct as per the email below but still no old emails have appeared?

[Gondola]

I'll put the guide below to the incoming and outgoing server settings for the iPhone. If you're saying that the server settings were not as per the TalkTalk guide and you've now corrected that, then are we taking about a mailbox that has been restricted to webmail only access because you were previously continuing to use insecure settings and not the settings required for TalkTalk Mail?

IMPORTANT - there are two types of email account on the iPhone - POP3 and IMAP. POP3 uses port 995 for secure mail incoming and IMAP uses port 993 for secure mail incoming. You need to check what type of account is set up on the iPhone and use the correct port number. Both need SSL on.

TalkTalk are sending out notifications and withdrawing access for all devices if any device continues to connect to a mailbox using insecure settings. It's a last resort action. But note that no emails are being deleted from the online mailbox that continues to be available via webmail.  I saw that you did sign in to your online mailbox via an Internet browser and didn't see the old mail messages there but you did test and found that you could send and receive new messages.

So, assuming no unauthorised access has taken place to download and delete those old mail messages, that makes me think that your email app on the iPhone was set up as a POP3 email account. This type of email account will download mail messages from the Inbox only and then, as a default setting, will delete those messages immediately, or after a user defined time, meaning that all the downloaded messages are stored only in the Inbox on the iPhone. So, please check your iPhone and tell me what type of email account was set up originally (POP3 or IMAP) and what the port number was for the incoming server (110, 143, 993 or 995) and what it is now.

It would help if you would 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 picture icon above this Reply area.

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

[Jennifer1952]

Gondola could you please help resolve the problem of the lost emails could someone please restore them for me as they are important

[Jennifer1952]

This is still not resolved as still no old emails -  the server setting were updated on my iphone as the ports were different to my husbands phone who has exactly the same iphone/talktalk set up , I need to recover these emails please 

[Gondola]

Were the old emails only in the Inbox? If so, have you, or someone authorised by you, recently set up a new email app on a phone, tablet or laptop perhaps?

If you have then check the Inbox on that device.

If not then consider that someone unauthorised has accessed your mailbox. You'd be best to change the password to lock out any other person.

[Jennifer1952]

Thank you Gondola tried signing out and back in again no change, the emails have not been restored that was there before , I am able to send and receive new ones , but all the old ones have disappeared ?

[Gondola]

Hi Jennifer1952 

TalkTalk do not delete mail messages from the online Inbox neither do they delete contacts from the online Address Book.

Select here:  Sign in to TalkTalk Mail

Enter your full TalkTalk Mail email address and password, select Sign in.  If already signed in to TalkTalk Mail then sign out and sign back in again just in case the Inbox and or Address Book didn't get loaded the first time.

Check the  Inbox first and then check  Spam and  Trash folders for mail messages that may have been diverted from the Inbox. Bear in mind the spam and trash folders normally contain mail not older than 30 days. Then check all other personal folders just in case the messages were inadvertently moved.

Compose and self-send the same mailbox a mail message. Check that the message sends without error, is copied into the Sent objects folder and arrives and stays in the Inbox.

Mail not reaching the Inbox could mean there's a Filter rule, including an Auto forward which is a special filter rule, that's diverting, discarding or blocking mail.

• To check, select the Main Settings menu icon      triple line icon top right on the blue header
  (Mobile browser? use the desktop version)
• Select Settings from the top of the menu
• Select the inward facing arrowhead by Mail (or Email) in the left side panel
• Select Filter Rules
  If there's no rule defined, that's perfect
• To delete a Filter rule including any Auto forward
  select the Dustbin icon    to the right of the rule
  The icon background will turn red    
• To confirm you really want to delete this Filter rule
  Select the blue Delete button

Let us know of any error message, or if mail did not arrive in the Inbox or disappeared from the Inbox. Collecting mail messages with a POP3 mail account or mail collection service, like Gmail, may be deleting messages from the online Inbox.