Unable to receive emails

[Johnclark39]

Please help me.

It appears that you have disconnected my email address obscured for customer security as you suggest that my settings are insecure.  I have checked my server port settings and incoming and outgoing mail server ports and they appear to be correct.  I have tried to change the incoming password as it appears to differ from the outgoing password but I am unable to make any change as, when I try to save the changes I get a warning flag which states:  "Unable to verify account name or password.”

I am able to send emails from my computer (Apple Mail) but cannot receive emails.  I can access these via TalkTalk mail

I have spoken to two customer service phone numbers and neither appear to be able to resolve the issue.  The loss of my email address will cause me sever problems, not only in having to advise hundreds of contacts of a new address but also the need to re-print stationery and business cards.

I am using an Apple Mac computer, macOS Monterey version 12.6.2, Apple mail V16.0.

Your help in resolving this issue would be much appreciated.

John Clark

[Gondola]

On the incoming settings the server port should be 995.

What's set up on the Outgoing server SMTP settings please?

[Johnclark39]

Hi Gondola,  

Thank you for your help.  The iPhone problem of not being able to send emails affects all .dsl.pipex.com addresses

iPhone settings 1iPhone settings 2

[Gondola]

Take screenshots of the incoming and outgoing server settings on the iPhone, image edit to obscure the first part of your email address and upload here using the picture icon above this Reply area. I'll take a look and advise on any changes.

I assume we're talking about the same mailbox address as used on MacMail?

[Johnclark39]

Just noted your question regarding devices; my iPhone is also affected and I am unable send emails from my iPhone.

John

[Gondola]

I've removed the master and alias addresses from your post to protect you from spammers.

The good news is that the MacMail secure mail settings are good so I've requested that full access is restored for the email address mailbox in your Community profile, Personal information, Private notes.

TalkTalk Support will respond here and access returned within a couple of days after that. Until then use TalkTalk Mail webmail via an up to date Internet browser to keep in touch with email contacts.

Are you confident that the Mac was the only culprit device / software that got your mailbox access switched off?

[Johnclark39]

Thank you Gondola,  my master email address is:  obscured for customer security

Moderator note:  Image removed.

[Gondola]

Hi John

I've obscured the email address to protect you from spammers.  The email address is an alias for a master pipex email address. Do you know the master pipex email address to which the alias is linked? It's the mailbox master address that has had IMAP / POP access switched off because of continued use of insecure settings via one source or another. So we need to help you find the culprit that got your mailbox restricted.

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, passwords will then re-authenticate, 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.

The Apple Mac computer, macOS Monterey version 12.6.2 and Apple mail V16.0 are capable of secure mail but will not authenticate a connection until access is switched back on. Any other methods of connecting via IMAP or POP3?

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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