on 24-07-2021 12:55 PM
For a number of years I've had working access to a legacy email account ( dsl.pipex.com ).
This has worked fine with the Mail app on the Samsung phone, and Thunderbird app on the Windows desktop pc.
Since Thursday 22nd July, they are both now failing.
Thunderbird reports; "login to server ... with username ... failed". With buttons to click for retry, enter new password or cancel.
With the Mail app on Samsung, a bubble box appears each 15 minutes with sync. It says, "To use this account, you need to verify your identity. Tap your account below to sign in". re-enter the password and it says it failed.
I thought it may be a temporary service issue so left it for a while. Some 48 hours later, still not working.
Today, I have reset my password, seeing if that would help.
I deleted the account from Samsung Mail, and re-created it. "Couldn't verify account".
I replaced the password in Thunderbird as well, and it fails to login.
I can see mails in the webmail browser view, and that further confirms the account password is known and working. Although its far from ideal, which is why use the apps.
The server details I've used for years:-
I have also tried these today:-
.. and they fail.
Hopefully this can be addressed by TalkTalk support.
on 29-07-2021 08:25 AM
on 28-07-2021 05:49 PM
Indeed it is.
I've just tried manually sync, and it downloaded the mails from the last week that have been only available on the webmail.
I'd turned off the auto sync, as it was annoying with the 15 minute pop-ups to enter password ( correctly ) and be declined by the imap server.
Can turn auto sync back on now. 😀
on 28-07-2021 11:28 AM
Hi PMacUK, I'm told we've fixed this now and your mail should work in a mail client again now.
on 28-07-2021 09:18 AM
Just for the record - the restriction that disables IMAP access to the email account is still in place.
I'd taken from what you had said, that it would be lifted as it was implemented prematurely in July. The email notification that arrived on Monday 26th July, (5 days after restriction began), said it wouldn't start until 25th August.
I do feel some concern for other people out there that have a lot more dependencies on the TalkTalk mail system, and also impacted by the restrictions., and no timely resolutions.
on 27-07-2021 08:27 AM
Hi PMacUK, this is an error if you have an account and the team are investigating this to identify the cause and then to get the fix in place for you. Hopefully, there won't be too long to wait for the fix.
on 26-07-2021 09:09 PM
Something interesting happened today - a mail arrived that detailed the TalkTalk plans to restrict and delete email accounts.
"It looks as if your mailbox is not linked to an active TalkTalk broadband account and you haven’t signed up to TalkTalk Mail Plus. This means that your TalkTalk Mail service will be limited from 25-08-2021.
If you don’t take action, you’ll be unable to send or receive emails through desktop or mobile email management applications, and you will only be able to do so by visiting www.talktalk.co.uk/mail
Starting seven months from today, we’ll be permanently deleting TalkTalk Mail accounts that aren’t signed up to TalkTalk Mail Plus or part of an active TalkTalk broadband account. We’ll send you a reminder before this happens. If you want to avoid losing your email address and having to update any accounts you have connected to it, please take action as soon as possible."
One of the bits that jumped out immediately, was reference to the limit commencing from 25th August 2021.
That is a month away in the future, and I'd lost access in July, sometime late Wednesday 21st or early on Thursday 22nd.
I wonder how many more souls have been prematurely impacted, and will find their way to these forums to post queries about why the email service they've had configured and working for years has ceased to.
on 26-07-2021 11:16 AM
Hi PMacUK, if you want to keep your TalkTalk mail account working then you need to have a TalkTalk Broadband or TalkTalk Mail Plus account. We've contacted everyone before limiting accounts to explain the process and what's happening. It's been happening for almost 2 years so it's not a sudden change.
on 24-07-2021 05:33 PM
on 24-07-2021 05:07 PM
These unilateral decisions by TalkTalk are doing themselves no good.
If you look back at January 2018, you'll see you and I exchanged private messages then, in response to forum posts, and a previous action TalkTalk took in changing service offering without communicating it to the customers at the time. A change they implemented December 2017, perhaps into the Christmas period. I was a TalkTalk customer at the time.
The actions of, "just doing" change that negative impacted customer experience, without notifying customers ahead of time, was kind of a precursor that lead to my leaving in 2018.
This email account activity now, looks like TalkTalk are cutting ties with former customers.
24-07-2021 04:08 PM - edited 24-07-2021 04:09 PM
TalkTalk have held off during the lockdowns from withdrawing a free email service to non-paying users. It looks like, in your case, that the restriction to webmail only access is valid because you don't pay for home broadband or the MailPlus subscription service.
You say you don't wish to pay for MailPlus, to which I provided a link in my first reply to you. I'll give you another link that explains more. If you do choose to subscribe on a month by month basis and then call to cancel after the first month's subscription has gone through then you'll get a further 2 years of webmail only access to make sure you can identify your wanted contacts over that extended time period.
I cannot say when you would have received a mail message from TalkTalk about keeping your email address active by becoming a MailPlus subscriber but maybe you'll find that in your downloaded mail messages.
You can save wanted mail messages from a POP3 local account. It doesn't need to be connected to the online Inbox. But sign in to webmail and you can also save new messages as eml files.
Looks like you have around a hundred days or so to go before the mailbox is flagged for deletion so at least three months of webmail access if you choose not to become a MailPlus subscriber.
on 24-07-2021 03:28 PM
No, I haven't had TalkTalk broadband for perhaps, 3 years now.
I'm not aware of MailPlus, but I'm not paying monthly subs to TalkTalk and so infer that would be a no.
The account in question, is the main account that was with me at Pipex. If I remember correctly, they were picked up by Tiscali, who in turn were taken over by TalkTalk.
If this is TalkTalk unilaterally shutting down the service to ex-customers, that's one thing.
But doing it without warning, removing my ability to save messages (e.g. pop to local message store) and evacuate from using the service first, is unfair and not good for relations with the community.
on 24-07-2021 03:11 PM
on 24-07-2021 02:32 PM
Thanks for responding Gondola.
A look over it, and the info feels generic as if you've been batting out responses to mail problems recently. Thanks for your efforts.
The information includes a link to test the TalkTalk webmail. In my initial post, I mentioned that does work.
There is then talk of the community profile, which is already populated. I'd included the email address in the private notes this morning, prior to posting on the forum.
I have received no communication from TalkTalk to detail about restrictions or deletions.
The account is 'alive', as I can see emails on the webmail view, so it's certainly not deleted.
It may have been restricted as of Wednesday 21st / Thursday 22nd, but I've not been informed that was due to be implemented.
As there was no advisory for this, I'm assuming it has been done in error and hopefully TalkTalk support can undo it, unrestrict it so normal service can resume.
on 24-07-2021 01:08 PM
If you're not a TalkTalk Consumer (home broadband) customer your mailbox may get restricted to webmail only access unless you've subscribed to TalkTalk Mail Plus to retain the use of a TalkTalk Mail email address.
If you have a mail message from TalkTalk about restriction or deletion of your TalkTalk managed email address and mailbox then add your TalkTalk mailbox address to a TalkTalk Consumer home broadband or MailPlus MyAccount to avoid deletion after 180 days. After 60 days the mailbox is restricted to webmail only access.
Select here: Sign in to TalkTalk Mail
Enter your master pipex email address and password, select Sign in.
This is to check the password is working for the TalkTalk Mail webmail sign in to keep you in touch whilst we determine what's happening with email client access. You're not using the recommended settings so when you do get access have a look at this post: Upgrade your legacy mail settings
Prepare for TalkTalk Mail Support by including in your Community Profile:
Select here: Update your profile
A TalkTalk Support member will reply to this thread and then Community Personal Message you to confirm your customer account details and or details related to the original registration of the email address.
There was a batch of mail restrictions applied to legacy email addresses that were not added to a customer MyAccount. We need to work out whether the restriction is appropriate in your case or needs to be reversed.