You are blocked sending email

[john1236]

Receving the following error message when sending emails.  Have tried and failed to have the email account unblocked via chat and customer services telephone line.

Message could not be sent to the following recipients: ["???????????@hotmail.com" <?????????@hotmail.com>] (554 - 554 5.7.1 <?????.??????@talktalk.net>: Sender address rejected: You are blocked sending mail).

Thanks in advance.

[john1236]

Hello - today we have tested on a ipad and iphone.

[nambuso-TT]

Thank you very much for letting me know, please confirm the type of a device you are currently using. Thanks

[john1236]

Hello - we have tried using multiple devices (iphone, iPad, Win11 laptop) to access TT webmail.  The error message is as posted in the original post but I have also detailed below.  The error message is received regardless of whether we are connected to the internet using TT broadband or cellular.  The email account was hacked several months ago and TT locked the email account down.  The email account is now secure and we would now like to use again. (Thanks to @fr8ys for your help) Thanks.

Message could not be sent to the following recipients: ["???????????@hotmail.com" <?????????@hotmail.com>] (554 - 554 5.7.1 <?????.??????@talktalk.net>: Sender address rejected: You are blocked sending mail). 

[nambuso-TT]

I need to know what device are you using when accessing your email?

[fr8ys]

@john1236 that won't work then

I'll leave it to @nambuso-TT to dig deeper into the reason for your being blocked.

[john1236]

Hello - the blocked email issue is not related to TT broadband, router or modem hardware.  If I attempt to send an email from my phone whilst connected to cellular only (Vodafone) i.e. am not using TT broadband I still receive the same email blocked error message. 

I will though switch off the router/modem for 30 mins so that can be ruled out.  Thanks.

[nambuso-TT]

Thanks @fr8ys 

@john1236 please let us know once you've done the above.

[fr8ys]

As the flags been removed, can I suggest you try turning your router off for 30 minutes and retrying.

This will start a new session and may help clear the issue.

[john1236]

Hello - the same error message as originally reported is displayed when sending email.  "Message could not be sent..... Sender address rejected: You are blocked sending email"

[nambuso-TT]

I can see that the fraud flag has been removed on your account and what happens when you try to send emails?

[john1236]

Hello - OK, thanks.  We were told on Wednesday, 30th by TT support (see message within this thread) that we would be contacted by the TT Fraud team within 3 working days.  We have yet to be contacted by the Fraud team and the email account detailed in my original post remained blocked.  Could you confirm when the email account will be unblocked?

[nambuso-TT]

Hi there @john1236. I will need to run checks for your blocked emails.

It is okay you can raise a separate support request for your unstable connection.

[john1236]

Hello - ok, thanks for your message. As it happens we do not have a stable internet connection at the moment but this support request / thread relates to a blocked email account which has yet to be unblocked. I will raise a separate support request for the unstable connection. 

[amahle-TT]

Hi there, please confirm if you have stable network connection so we can be able to run checks for you as the high risk flag has been removed, thanks.

[amahle-TT]

Hi there @john1236, I do see here on your account that a High-Risk flag will be temporarily removed, as for your blocked emails, I will escalate this for you, kindly bear with us thanks.

[john1236]

Hello - since the last message from TalkTalk support on Wednesday 30th July we have not had any further comms from either TalkTalk Fraud team or support team.  Please could a resolution to this issue be progressed.

[amahle-TT]

Hi @john1236, I have escalated this for you, and you will also receive an email confirmation from the Fraud team within 24 Working hours.

[john1236]

I have tried using iphone (email app & Safari) and laptop (Chrome).  Thanks.

[nomfezeko-TT]

I need to know what device are you using when accessing your email?

[nomfezeko-TT]

I understand, I can see that this was the case on your account and that you have been trying to get this resolved for a while now, Im going to check up on this for you. 

First, I'm going to run through a few questions with you, just to rule out any other possible reasons that may be preventing you from accessing your emails and thereafter i will look into what actions were taken by the fraud team on the account.