Pipex Email Stopped Working

[Jenny-Isles]

From last week I have not been able to sent or receive emails on my address via my email clients. I have been able to access my account via the TalkTalk Mail website. When trying to fix the problem I have changed the password successfully and also removed the account from Outlook 365 on my computer. Now I cannot re-add it to Outlook as it says it cannot log on to the IMAP server. The only other client that accesses the account is gmail on my android phone using the following IMAP settings:

Incoming: mail.talktalk.net    Port: 993    Encryption: SSL/TLS

Outgoing: smtp.talktalk.net  Port: 587    Encryption: STARTTLS

Please could you advise on how I am able to continue using my email clients? Many Thanks.

[Ady-TalkTalk]

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

Ady

[Gondola]

Good to know that you've found the rogue device. You've got Outlook and Gmail app set up nicely with secure mail settings and they'll authenticate perfectly as soon as the device access is restored. Just a heads up that you'll be using webmail for a few days and that TalkTalk will respond right here.

[Jenny-Isles]

Gondola, thank you for your reply and thank you so much for your help with this.

I have since found the device that caused the issue. It turns out that my husbands tablet was also logged into my email and was not updated to the new settings back in September. I have now deleted my account from this tablet and so I am now sure that the only devices that will access my account are the computer, which will use the new settings when I am able to re-add my account once it is reinstated, and my phone, which I have already checked uses the correct settings.

For note the mail collection devices are:

Outlook 365:

Incoming mail: mail.talktalk.net    Port: 993    Encryption: SSL/TLS

Outgoing mail: smtp.talktalk.net  Port: 587    Encryption: STARTTLS

Gmail on Android Phone:

Incoming mail: mail.talktalk.net    Port: 993    Encryption: SSL/TLS

Outgoing mail: smtp.talktalk.net  Port: 587    Encryption: STARTTLS

Both of these devices use IMAP. Also can I please ask what the TalkTalk or MailPlus customer account number is? I am not aware that I have one of these? 

Many Thanks.

[Gondola]

The Outlook 365 settings are the same as the Android settings and both should have outgoing server authentication to send mail messages. On the basis that you use those settings I've requested full access is restored.

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.

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.

TalkTalk Support will respond here and access will be restored usually within a couple of working days.

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 Email account holder name

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

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