talktalk email app not working on 2 different mobile phones

[LindaHerpe1]

My daughters both have android phones and 1 month ago both told me that they could no longer access their TT emails via the app. have spoken to TT over the phone who sent out instructions to amend their settings and this has made no difference. They have removed the email account & added it back again and turned the phone on & off.  Is there anything else we can do from our end and why has this happened, was it an automatic update & can TT restore the settings back to how it was before?   Thanks for any help.

[Ady-TalkTalk]

Hi LindaHerpe1, if you still need help please add the affected email addresses to the private notes section of your community profile. 

Ady

[Gondola]

Hi LindaHerpe1 

Have your daughters tried accessing mail messages via webmail?

Select here:  Sign in to TalkTalk Mail

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

If their email mailboxes work for sending and receiving mail into the Inbox when that mailbox is viewed via an Internet browser but not via the email apps on their 'phones then it's likely that their mailboxes have been limited to webmail only access because of continued use of insecure settings. If that's the case then I'll request TalkTalk restore full access.

But it's essential that they do use secure settings from here on although the phones will not reconnect to their mailboxes until TalkTalk restore IMAP access.

There is another reason for email not to work and that's if the email addresses are not added to an active customer MyAccount. So, do let us know if that's the case and the family are no longer TalkTalk Consumer home broadband customers or TalkTalk MailPlus subscribers.

What model 'phones are they? And what email app if not the standard email app on the 'phone?

I'll provide guides below. If additional help is needed then 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 picture icon above this Reply area. I'll confirm that the settings are good.

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 an Android device

[fr8ys]

Hi,
You are in the staff's queue for a response.
For a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
You can also add your account number in the private notes field, which only you and the support staff can view.

Can you also add the affected email addresses in the private notes field, which only you and support staff can view. 

Please post back when done.

Thank you