dsl.pipex.com account is no longer working since 23/02/23

[moggers]

Hello, We have a main .dsl.pipex.com account and that one seems to be working fine. However we have another account that my wife uses that was a sub mailbox of the main one but that has stopped working altogether. I have tried to test it online but it says the password for it is wrong. We haven't changed it but then I can't find a way to reset it either. The only thing close is the TalkTalk mailbox but the 4 accounts in there are not the one we need to manage. there is one that is almost the same but has the dot removed from the address, it should be f.mo but is just fmo and I don't want to play with this until I know what I'm doing. How do I reset a .dsl.pipex.com account password now it's TalkTalk?

seems like a simple ask but I can't find the answer 😞

thanks

[Gondola]

That's telling me that the 'fmo' address is valid and is an alias for a master address.

I assume you don't see the sent mail tests in any existing mailbox?

[moggers]

oh this is interesting and new tools I didn't know about  thank you

1. when I try the Reset password now button in the help article, it tells me it's not a talk talk domain so not possible
2. I've sent a few messages over the last few days and none have been returned as non deliverable
3. I used Verifalia and the results all suggest it is working and fine [screenshot attached]

I'm hopeful that Talk Talk will get back to me soon with a response.

cheers for the pointers at the different tests to try

[Gondola]

The Reset password now button in the help article  Changing your email password will take you to password reset and recovery. 

If the email address is still active on the TalkTalk Mail platform and you have set up password recovery options, in advance, that you recognise from the *****hints, then you can send your alternate email address a link or your mobile a 6-digit code to authorise a password reset.

However, if, when entering the email address and completing the reCAPTCHA it comes up with an error message 'no domain' then that means either the email address is not valid or it's an alias address. 

If sending the email address a message results in 'Undeliverable' then the email address is not valid.

If using Verifalia and entering the email address and completing reCAPTCHA it again comes up as 'Undeliverable' then the email address is not valid.

If, as I suspect, all three were to indicate the email address does not exist and the address starts 'fmo' but is otherwise identical to the one starting 'f.mo' then that was just a mistake entering the email address into the MyAccount Mailboxes list.

If the 'fmo' address does not exist on the Mail platform then you'll not be able to delete it either. You made a mistake entering the alias address when adding the address to MyAccount, you forgot about it. And now it's come back to worry you!

[moggers]

I appreciate your time for sure but we only have one master mailbox and that one is working. 

We have not made any changes but the address no longer works. I presume this is something that I'll need Talk Talk tech support for as I need to understand what has happened to the mail account. more than that I need to get it reinstated.

Appreciate any thoughts in the mean time.

cheers

[Gondola]

You see 4 addresses in your Mailboxes list.  There wasn't anything in the TalkTalk process to stop people adding alias addresses. But alias addresses don't need to be in the list because they cannot be managed.

You say the one that's stopped working will not sign in to webmail using the password of the assumed master pipex mailbox address. Which means the one that's stopped working is linked to a different mailbox.

When the pipex mailboxes were migrated to the TalkTalk Mail platform the users were sent a notification email confirming the master mailbox address and all linked aliases for that address.

[moggers]

Thanks for this. I am trying to view the email account via a web browser so settings should not be an issue from what I understand. I also understand that if I can access the main email then the one that has stopped working will use the same password. I can't log on when I supply that combination.

I have logged on to the TalkTalk account pages and when I the mailbox link I see a list of accounts but strangely one of them is fmor*****.dsl.pipex.com where as the one that has stopped working is f.mor******.dsl.pipex.com could it be that TalkTalk have changed the settings to get us to contact them? The phone that was using the address did have the old settings in so I wonder if this was a way to make us contact them. I don't mind if it was I just want to get the email box restored as it's my wife's mailbox and she's missing all sorts of import notifications about sales as well as the occasional email about school trips being cancelled etc.

so bizarre  

[Gondola]

Hi moggers 

If you have a master pipex email address of the form abcd12@dsl.pipex.com and linked alias pipex address(es) of the form localpart@dsl.pipex.com then the mailbox on the TalkTalk Mail platform is assigned the master address and you change the password of the master address only. The alias address will use the same password.

You can sign in to the TalkTalk Mail platform using either the master address or alias address and password.

Select here:  Sign in to TalkTalk Mail

Enter your full TalkTalk Mail email address and password, select Sign in.

Check via the main settings menu, and the Update your reset details menu item, that there are password recovery options actually set up.

You will find that the password is working and you can receive and send mail using webmail. Because the issue is not that the password is wrong, or doesn't exist, it's that the email settings / email software is still using an insecure connection to the mailbox and mailbox access for email software has been switched off;  so that means the password cannot be authenticated.

If you see the message from TalkTalk advising "Our records show that you are still accessing your email using unencrypted email settings..." then the email address receiving that notification has now been limited to webmail only access OR has a stop on sending mail as a last resort action by TalkTalk to stop the use of email connections not secured by TLS 1.2 encryption.

TalkTalk Mail webmail is secure by design when using an up to date Internet browser.

A stop on sending is easily resolved by using currently supported email software and secure email settings as shown in the Email Settings guide below.

If your mailbox is limited to webmail only access for both sending and receiving mail, you will be able to get access restored to email apps or email software, including mail collection services, passwords will then re-authenticate, so long as you're ready to use supported email software and secure email settings for all the ways you view emails.

We can advise on device and software compatibility with TLS 1.2 encryption 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.

For a definitive check of email 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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