blocked from sending any emails from my talktalk account

[shooper]

I am receiving this message when trying to send emails using outlook or online. Receiving emails is fine.

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

I assume my account is locked. How do I get it unlocked or can someone on here unlocking please. Thanks.

Sue

[shooper]

No all good now.  Thanks again!

[sabelo-TT]

Thank you so much for the feedback @shooper, we are glad to hear the issue has now been resolved. I would like to confirm Is there anything else that you would like assistance with?

[shooper]

Hi Sabelo,

delighted to say received a call this morning, and all is now resolved.

Talk Talk had put a block on emails being sent from my account following it being hacked.

So even after changing my password the block was still in place.

Thankyou for passing this up the chain to a case manager to get it resolved!

[sabelo-TT]

Once the case manager contacts you, they will first try to reach you at your landline number. If you are unavailable there, they will then use the mobile number associated with your account to get in touch with you. 🙂 

[shooper]

Thanks Sabelo.  Could you confirm that will be a call to my mobile rather than my landline?

many thanks

[sabelo-TT]

@shooper, thank you for this. I will now pass this to a case manager who will complete further diagnostics to fix your email issue and we will contact you on your preferred number in the next 3 working days (not including Saturday and Sunday).

[shooper]

Hi there.  There is no auto-forward rule in place.

Also to let you know: I have changed my password.  I've de-activated the account, and re-activated it.  None of these have sorted the problem.

[sabelo-TT]

@shooper, whilst investigating on my end, I need to check to see if there's an email redirection or auto-forward rule in place for your mailbox. Could you check for me?

[sabelo-TT]

@shooper, I will need to conduct checks to your emails. I will provide feedback once my investigation has concluded. 

[shooper]

Hi Mandisa,

I've just deactivated the mailbox and reactivated.

I've now tried sending an email from the reactivated mailbox.

Sadly same response:

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

Is there anything else you do can do, or anything else for me to try?

Starting to feel like it's a lost cause!

[Mandisa-TT]

Let us know how it goes.

[shooper]

Oh I see - yes from the link I can see that's safe.  thankyou

[Mandisa-TT]

Thank you @nameunknown_ 

[nameunknown_]

Sue,

The function that I suggested is deactivate, followed by reactivate. You definitely should not use Delete.

For more information see:

https://help-centre.talktalk.co.uk/Email/Access_or_Check_my_email/Managing_TalkTalk_Mail

[shooper]

Actually would one of the support team/staff be able to advise if I should try this?  Don't want to delete my account to find it's disappeared if this isn't a good thing to try.

thankyou

[shooper]

Thankyou - will have a go at that, and let you know how it goes!

[nameunknown_]

Sue,

According to information published by TalkTalk

"Our system evaluates the probability of a hack every time you access your mailbox. When several factors lead us to believe the activity is suspicious – we block the mailbox."

Reseting your password, as you have done, is supposed to reactivate your email account again.

You could try deactivating and reactivating your account in the Mailbox Manager, https://apps.talktalk.co.uk/myaccount/#/login , to determine whether that resolves the issue for you. Deactivating the account does not delete emails in the account, and your account would still receive emails whilst deactivated.

Log in to the Mailbox Manager using your email account address and password, then select 'Mailbox Manager' on the left. Clicking on the arrow to the right of the email account reveals options that include 'Deactivate Mailbox'.

You need to have at least one other email account with admin access rights before you can deactivate the email account, so if you currently only have the one email account, add another email account with admin access rights, then log out of Mailbox Manager, and log back in using the new email account.

[shooper]

Can I ask if the diagnostic test has been run, and if so what is showing on the results?

thanks

[shooper]

Just tried sending another test mail and get the same blocked message below.

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

[Philile-TT]

The next step is to check your mailbox's send and receive functionality, so you'll now need to send a test email. Please use this test address test-mail@talktalk.net