no emails on android or laptop since 17th February

[skidmill]

I did receive notifications of changes to settings for the email service and made them as recommended.

Since 17th February I stopped having access to my emails on Samsung S22 (android) and laptop.

Samsung's email app has the message "The username and password is incorrect or POP3/IMAP access isn't turned on for this account". My username and password is correct as I have access to Webmail.

Historically I have used outlook.live.com on my laptop and now has the message "The username or password for this account is incorrect or IMAP access is disabled"

I have tried setting up a new account on my laptop via Outlook and this gives me the message "We couldn't login on to the incoming (IMAP) server. Please check you email address and password and try again.

Could someone please help with this.

Thanks

[Ady-TalkTalk]

You're welcome.

Ady

[skidmill]

Thanks for your prompt response

[Ady-TalkTalk]

The official lead time is 48 hours. Some have overrun that in the last day or so.

Ady

[skidmill]

Hi Ady

Do you have a timescale when my account will be returned to full function?

[Ady-TalkTalk]

You're welcome.

Ady

[skidmill]

Thanks Ady

[Ady-TalkTalk]

Hi skidmill, I've added your mailbox to the list to be returned to full function.

Ady

[skidmill]

Thanks. Fingers crossed!

[Gondola · Accepted solution]

OK, if you checked the sync settings for her TalkTalk added account at outlook.live.com and they were as stated then that's set up for IMAP secure.

I would have expected you to be able to do the same check at outlook.live.com for your TalkTalk added account there as that's not affected by withdrawal of IMAP/POP3 access at the TalkTalk Mail platform. It's just that the account will not sync to the TalkTalk mailbox.

I cannot check how outlook.live.com is handling these added accounts because Microsoft removed the ability to connect any other accounts to Outlook.com on 10 May 2021.  So, your accounts would have been set up before that date. 

Honestly, I cannot think of a really good reason why you'd have Gmail and Outlook both receiving and sending mail for another mail service. Seems like a lot of duplication and an increase in the risk of personal security being compromised. But that's another discussion.

Back to the issue in question. Which is positively identifying which email client or mail collection service was previously connecting to your mailbox using insecure settings.

If it was Outlook 365 or the email app on the Samsung then as those appear to be corrected I'll request TalkTalk Support to restore access. If it all goes AoT you've got me to blame!

[skidmill]

Thanks for confirming gmail settings.

To add to the confusion on outlook.live. My wife's talktalk email account is still receiving emails via outlook.live today. Checked sync settings for her account; mail.talktalk.net / 993 / SSL / smtp.talktalk.net / 587.

If it helps, I'm happy to not use outlook.live for the talktalk accounts. If you can recommend an alternative to be used. 

[Gondola]

The Gmail 'Send as' feature which is Gmail using the TalkTalk servers to send TalkTalk mail pretending to be from your TalkTalk address and using port 587 and TLS security is fine. Not a problem.

However, I cannot tell how you've got outlook.live.com set up to do the same thing and whether that uses secure mail settings or not as the feature was discontinued. This could be the reason why TalkTalk have withdrawn access.

[skidmill]

I have been using outlook.live upto 17th February for receiving and sending talktalk messages etc.

Gmail redirection was set up from my gmail account. I've just checked and it uses port 587 and TLS. I'm happy to delete this instruction.

[Gondola]

Explain to me please about outlook.live on the laptop. My understanding is that outlook.live.com is a webmail service that no longer supports collection of mail from other mail services. But as a legacy feature is this still collecting mail from your TalkTalk mailbox?

And the Gmail redirection. Is this mail being auto-forwarded from TalkTalk Mail webmail to the Gmail account or is this Gmail's POP3 collection of mail from the TalkTalk mailbox.  If the latter then that needs to be checked for secure mail collection using port 995 and SSL.

[skidmill]

Thanks Gondola

I'm not aware of any devices connecting insecurely. I use outlook.live on my laptop and Samsung email app on my mobile. I do have copies of my talktalk account redirected to my gmail account.

I'm aware that the settings should be:

Android - Incoming / mail.talktalk.net / SSL / 993 - Outgoing / smtp.talktalk.net / TLS / 587

Windows - Incoming / mail.talktalk.net / SSL/TLS / 993 - Outgoing / smtp.talktalk.net / STARTTLS / 587

If IMAP is the issue, I'd be grateful if you could request TalkTalk to restore access.

Many thanks

[Gondola]

That's Outlook 365 and both that and the Samsung S22 email app are capable of secure mail. Neither will authenticate a connection until TalkTalk restore IMAP access that was withdrawn because of continued use of a device connecting to your mailbox using insecure settings leaving you on webmail only for the time being.

Now, important question. Was one of the devices connecting insecurely during the last two weeks? Or is there maybe another device or mail collection service connecting to your mailbox?

I'll provide guides below and additional help is on offer if needed to check settings. I can request TalkTalk restore access if we're sure you've got the secure settings ready.

Prepare for TalkTalk Support - include in the Community Profile (not in these public posts):

 Account holder name, TalkTalk home 'phone number (if not Data Only broadband)

 Alternative mobile contact number. Full address with postcode (in the Location box)

 Scroll down to Private notes to add the email address and 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

TalkTalk Mail help

 Email settings and device setup guides for TalkTalk Mail

 Setting up TalkTalk email on a Windows PC

 Setting up TalkTalk email on an Android device

[skidmill]

Version 2301 (build 16026.20146 Click-to-Run)

[Gondola]

What version of Outlook is it?