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TalkTalk Mail : Current issues

Gondola
Community Star
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Some customer mailboxes are showing an internal server CLOUDLDAP-0003 authentication error that prevents webmail sign in. Email clients will also report a problem with sign in credentials.

There is no user workaround. TalkTalk Support will raise a fault ticket for this issue, first noted on 25 April, to be corrected.

A fix was applied by the TalkTalk Mail platform operator 27 Apr 2022

TalkTalk Mail mobile app v1.3 - ceased from 13 April 2022 at 00:00 - The TalkTalk Mail mobile app that was launched as a beta trial has been ceased. Trial users will see a somewhat misleading red banner error message drop down from the header or messages up to 12 April only and the loading bar or rotating icon but no new messages:

The server is being maintained. 12Apr2022The server is being maintained. 12Apr2022

The TalkTalk Mail app should be uninstalled.

Users can add TalkTalk Mail accounts to the email app on a 'phone or tablet or launch the mobile browser to sign in to TalkTalk Mail webmail.

Not receiving mail from 3 March - This issue follows on from Mail platform maintenance and affects older email softwares that do not support TLS 1.2 connection security. eg. Windows Live Mail, Outlook 2010 and earlier and Apple/Mac Mail prior to OS 10.12 Sierra. The customer action required is to sign in to TalkTalk Mail webmail to view mail messages and or upgrade email software to current versions supporting TLS 1.2 connection protocol.

Webmail : Display corruption - Some TalkTalk Mail webmail users reported on 26 January 2022 that soon after signing in to the mailbox the display is corrupted and the toolbar icons (Compose Delete etc) appear down the left of frame rather than horizontally under the header bar. Initial conclusions are that the advertising stream is the trigger for the display corruption. The workaround is to use an Ad-blocker add-on or extension in the browser to kill the advertising.

The advertising team found and removed a flaw on 31 January 2022.

User is deactivated (AUTHORIZATION-0001) 5 January 2022 - A small number of users signing in to webmail to a recently active mailbox may experience a user deactivated login error. Investigations show that the mailboxes impacted were barred. Mail sent to the mailbox will not be delivered and senders will receive a bounceback error message.

A fix to remove a faulty barring process has been applied as of 25 January.

'Login not possible at the moment. Please try again later. (LGI-0005)' - The sign in authentication system was down from around 8am 12 January 2022. Also impacted email client access. Make no changes at your end. TalkTalk Mail remains working for users signed in to a webmail primary account prior to 8am.
Webmail and client sign ins were restored at 09:19.

Anyone that has added secondary email accounts will see an error message 'Email account disabled due to invalid credentials' and will need to re-enable those accounts as follows:

  • Select the main settings menu triple line icon top right header
  • Select Settings from the menu
  • Select Accounts in the left side panel
  • Select Edit for the relevant account
    You'll see an Edit window
  • Scroll down and clear the password box and re-enter the password for the incoming / outgoing server
  • Select the Save button

The secondary email account will be back in action

Sign in authentication - In advance of the planned website maintenance scheduled for 2am - 5am on 5 January 2022 some users may have experienced sign in issues for TalkTalk websites and errors flagged for secondary added email accounts. Make no changes at your end. Wait until the planned maintenance is completed. If secondary added email accounts remain disabled then re-enter the current password. Follow the re-enabling steps, given below, in the issue 'Login not possible...'

MailPlus billing - MailPlus customers paying an annual subscription fee of £50 have received an unexpected additional December bill for £7.92. Acknowledged as a billing error. If money is taken in error it will be refunded. [source LiveChat] Customers cannot login to their MailPlus MyAccount to view this itemised bill. The login issue is due for a fix early in the new year.

'Login not possible at the moment. Please try again later. (LGI-0005)' - The sign in authentication system was down during the morning of 21 Dec 2021. Anyone that has added secondary email accounts will see an error message 'Email account disabled due to invalid credentials' and will need to re-enable those accounts as follows:

  • Select the main settings menu triple line icon top right header
  • Select Settings from the menu
  • Select Accounts in the left side panel
  • Select Edit for the relevant account
    You'll see an Edit window
  • Scroll down and clear the password box and re-enter the password for the incoming / outgoing server
  • Select the Save button

The secondary email account will be back in action

535 5.1.0 STARTTLS required error message - Some TalkTalk mailboxes are failing to send messages. The user will see:Error - message could not be sent 13Dec2021

 Don't make any changes to settings. This fault affects mail sending via webmail and TalkTalk Mail app but not all mailboxes are impacted

The workaround is to send via an email client or third party mobile email app

Monitoring for latent issues after email maintenance on 16 December

Added email accounts - Secondary TalkTalk mailboxes, that are added email accounts to a primary mailbox sign in on TalkTalk Mail webmail, do not show folders or mail messages


The workaround is to sign out of the primary mailbox and sign in to TalkTalk Mail webmail to access each secondary TalkTalk mailbox one by one
The fix is a scheduled software update by the TalkTalk Mail platform operator due to roll out overnight on 16 December

A fix was applied by the TalkTalk Mail platform operator 13Dec2021

 

Unable to connect to e-mail server - Some TalkTalk mailboxes that are active on the TalkTalk Mail platform are on a server that has a fault and those mailboxes are currently unavailable

A fix was applied by the TalkTalk Mail platform operator 13Dec2021

MyAccount 'Something went wrong...' - Some TalkTalk MailPlus subscription customers cannot sign in to their customer MyAccount to manage their mailboxes as there's a red banner message "Sorry due to technical issues we can’t log you in right now..." or "Something went wrong..."
There is no ability to create a mailbox, update password or delete via MyAccount

The workaround to update the password is via the Forgot my password link on the TalkTalk Mail sign in
The workaround to deletion is to contact Customer Services and request deletion by the Data Protection team
The workaround to make a payment missed by a Direct Debit is to contact Customer Services Billing team

Functions not available - Some TalkTalk customers cannot manage their mailboxes as when signed in to their customer MyAccount there's a yellow banner message "Functions not available"
There is no ability to create a mailbox, update password or delete via MyAccount

The workaround to update the password is via the Forgot my password link on the TalkTalk Mail sign in
The workaround to deletion is to contact Customer Services and request deletion by the Data Protection team
The workaround to make a payment missed by a Direct Debit is to contact Customer Services Billing team
A planned fix is currently on hold

Webmail only? - TalkTalk mailboxes that are not added to an active customer MyAccount will be limited to webmail only access prior to system deletion. TalkTalk notification emails are sent to advise users of the action to take to retain the use of TalkTalk mailboxes

Using a VPN and multiple concurrent sign ins may trigger rate limiting that may restrict the number of sign ins or sending of mail using an email client or email app

Check your reset details - The customer action required is to sign in to TalkTalk Mail and to check via the main settings menu, select Update your reset details, check, update and save if needed

Note: The above content is offered by Community member Gondola to guide email forum users and is not TalkTalk content or in place of the TalkTalk official  Service Status (Email) page. 

GondolaVolunteer 2017-2022

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