Unable to send or receive emails with Pipex mailbox

[AlanCurran]

My account with TalkTalk was one which was migrated originally from Pipex.

I use two mailboxes: my principal mailbox and a second.  The principal one is working fine but the second is not.  It cannot connect to the server.

I am able to access both mailboxes successfully through the WebMail interface.

I recently updated the server configuration to use imap port 993 and smtp port 587.  After the update, both emails were working but after one day the secondary mailbox stopped working.

I have included further details of these accounts in my personal profile.

[Gondola]

Perfect.

We do appreciate your time in letting us know. Thank you.

[AlanCurran]

Yes.  That worked!  Thank you.  I now have it working on my Windows 11 and Windows 10 clients (the latter upgraded to Outlook for 365).

[Gondola]

Outlook 2010 on Windows 10 must not be used.

What's the problem with Outlook 365? Have you tried Log on using Username and Password and using the same authentication credentials as for the incoming mail server?

[AlanCurran]

Outlook is now sending and receiving emails on my Android phone to and from the problematic mailbox.  I am still having issues with Windows 10 and 11.

[Ady-TalkTalk]

I wouldn't worry it'll be fixed by the time you get a response.

Ady

[AlanCurran]

Had a call from TalkTalk complaints who I had contacted.  Call no is REP-12594258.  Agent was Senzo.

They are going to investigate further and call me back within 48 hours to check if the issue has been resolved.

[AlanCurran]

Thank you, Ady.

[Ady-TalkTalk]

Hi AlanCurran, one of your mailboxes is fully functional. I can see the second is still limited. I've sent a chaser to have it restored. 

Ady

[AlanCurran]

Thank you, Ady, for your reply.

Unfortunately, I still cannot connect to the mailbox from Outlook.  

I contacted the support telephone line yesterday and spoke to a Support agent.  She was unable to help but agreed to escalate to management.  I am waiting for them to call me back.

I was a little disappointed that she did not have access to this forum to see the full history of my issue.  I don't know if you have access to the details of yesterday's call.

[Ady-TalkTalk]

Hi Alan, is your mailbox back in full working order?

Ady

[AlanCurran]

HI Ady

The connection to my mailbox has not yet been restored and 48 hours have now elapsed.  Is there a problem?

Regards

Alan

[Ady-TalkTalk]

You're very welcome.

Ady

[AlanCurran]

Thank you Ady.

[Ady-TalkTalk]

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

Ady

[Gondola]

Outlook 365 is good. Settings are spot on perfect.

But do not allow Outlook 2010 to connect to your mailbox as that's the culprit that will have got your mailbox restricted to webmail and continued use will ultimately get your mailbox locked to webmail only access.

The secure mail settings are good for Outlook 365 so I've requested that full access is restored for the email address mailbox in your Community profile 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.

[AlanCurran]

I have

a laptop with Outlook for  Microsoft 365 running Windows 11

a mobile with the same version of Outlook

a desktop with Outlook 2010 running Windows 10 (which will not upgrade to Windows 11).

Fig 1Fig 2

[Gondola]

What version of Outlook is it?  Outlook 2016 or newer are supported.

[AlanCurran]

Thank you for your reply.  I did get an email with that message.  

I have now updated Outlook and all my clients with the new configuration.  Is it not possible to reset the account so that I can access that mailbox?  I understood from reading in other posts that it was.

[Gondola]

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.

The second mailbox has been limited to webmail only and regrettably the update to secure settings was too late to stop that action.

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.

Let us know if you don't use any other means of viewing mail messages other than webmail. Just making sure that no other service or device has insecure settings.

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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 Using TalkTalk Mail

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