talktalk account on thunderbird can't send emails

[ridharlow]

Hi

Can anyone help

recently I can't send emails from my talktalk account when using thunderbird mail app

I can send them from the talktalk webmail app/webpage fine

I can also receive emails

It just comes up with the following error message:-

"sending of message failed. an error occured while sending mail. the server responded. Reject for policy reasons. Please check the message and try again"

any help please

[nameunknown_]

@ridharlow 

Okay, so you could try the suggestion in my earlier comment, which is:

Putting the attachment in a zip file is another option that you could try. That won't resolve the issue with your logo, and even if it resolves the issue with the attachment, it would be a workaround rather than a proper resolution.

[ridharlow]

hi

sorry, your right, the email I tried to send, did have my logo further down in the email trail, which I didn't realise, so it seems this is the cause of why it won't send, so i removed it and this email did send on web mail.

however, I then tried to do another where I had no logo, but had pdf attachment and it wouldn't send on thunderbird or webmail

[nameunknown_]

That seems different to what you have said previously, where you wrote "I have tried again and found i can send them, but only if I remove my jpeg logo which I have at the bottom of my emails, any way I can send them with this still included?"

Are you now saying that even emails without attachments or the logo at the end of the email, i.e. emails that only contain text, are being rejected when sent using Thunderbird and webmail?

Are you able to send any text only emails using Thunderbird or webmail, as appeared to be the case previously?

I am out of ideas to suggest.

[ridharlow]

issues are with a pdf and also tried another time without the pdf or even the logo - all different situations

[nameunknown_]

@ridharlow 

What type of file are you attaching?

Are you omitting the logo that was also causing the same issue?

I have been experimenting with different types of attachment. I had an email with a PDF file attached rejected as spam by the recipient server (not a TalkTalk one), i.e. it was not a 'Reject for policy reason' response. That was resolved by putting the attachment in a zip file (using 7-zip).

Putting the attachment in a zip file is another option that you could try. That won't resolve the issue with your logo, and even if it resolves the issue with the attachment, it would be a workaround rather than a proper resolution.

[ridharlow]

i tried this and the same issue on both thunderbird and talktalk web mail apps

Thanks for assisting

[angelique-TT]

Thank you for the support @nameunknown_ 

[nameunknown_]

@ridharlow 

It looks very much like this issue is unrelated to you using Thunderbird.

Can you send the same email from the same email account, but this time set To and From to the same email address, i.e. send it to yourself, to check whether that is successful.

[ridharlow]

no this seems to be right

I just tried to send an email that wouldn't send from my thunderbird app from my talktalk webmail app and it wouldn't send either

it came back with

Message could not be sent to the following recipients: (I have removed email recipient for privacy reasons) (550 - 550 5.7.1 Reject for policy reason)

[nameunknown_]

@Philile-TT 

I referred to Everymail because it woud appear that Everymail is providing the email service on behalf of TalkTalk for both current and former TalkTalk customers, although only the latter have direct contact with Everymail for support.

This is based on the following.

•  A communication from TalkTalk stating "They’ve been working behind the scenes to help keep your email running smoothly", where they refers to Everymail.
• Customers who have their email accounts linked to a TalkTalk account for their internet service are using the same email servers as former customers who now must pay a subscription for their email service, and these servers are managed by Everymail.
• As a current customer of TalkTalk, I can log in to my Mailbox Manager account using

https://apps.talktalk.co.uk/myaccount/#/login, or
https://tt.everymail.com/myaccount/#/login

and log in to webmail using

https://apps.talktalk.co.uk/appsuite

https://tt.everymail.com/appsuite/#!!&app=io.ox/mail&folder=default0/INBOX

which appears to indicate Everymails's involvement in providing the email service to TalkTalk customers as well as former TalkTalk customers.

Please correct my understanding if it is wrong.

[Philile-TT]

@ridharlow Unfortunately we cannot perform any diagnostics for thunderbird client as this is not part of TalkTalk, if webmail is preforming well this means the issue is not with the email but with the mail client. You can refer to the below link for more information about email settings.

Email settings to access TalkTalk emails | Knowledge

[ridharlow]

thanks, I think this is just where customers have left talktalk but still have @ talktalk.net email addresses

[Philile-TT]

@ridharlow I am not saying you should pay EveryMail, I was asking this question since @nameunknown_ mentioned EveryMail.

[ridharlow]

why should i pay everymail if i am still paying talktalk?

[ridharlow]

no, as i am still a talktalk customer

[Philile-TT]

@ridharlow are you subscribed to EveryMail? 

[nameunknown_]

@ridharlow 

Your options are, wait and see whether the Community staff agree to escalate it for you, contact Technical Support on 0345 172 0088, or contact Technical Support on chat.

For opening hours, see https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529#OpeningT... .

[ridharlow]

thanks, how do i get this escalated?

[nameunknown_]

@ridharlow 

The Thunderbird error message does no include the error code, so I sent the same email using Microsoft Outlook 2007. The server response is '550 5.7.1 Reject for policy reason'. That's a response from the recipient server. Unfortunately, the error code does not identify the specific reason why it is being rejected, and it seems there are many possibilities.

In your case, the rejection does not appear to be caused by the size of the attachment, because icloud.com allows attachments up to 20MB on incoming and outgoing emails.

I note that you say you can send (presumably the same email that fails to send using Thunderbird) by instead using webmail. When I sent the email (that failed to send using Thunderbird and Microsoft Outlook) instead using webmail,  I received the same error response, '550 - 550 5.7.1 Reject for policy reason'.

The issue needs to be investigated by the Everymail team responsible for the TalkTalk email servers.

[Billx]

Hi, @ridharlow 

My experience with Thunderbird:

I can attach an email to a new email and send the new email, even though the attached email might contain suspicious email addresses.

It won't allow me to send a new email, if  it contains suspicious email addresses., within its body.

I think I get the same response, as you.

Bill