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Clem2
Level 2: Rookie

Webmail is being suspended (VPN causing it?)

Answered

Hi,
my Bigpond email keeps getting suspended (and it usually takes a week before anyone can figure out how to un-suspend it!).
I use a VPN on my PC (PIA - Private Internet Access) and I think it's when I forget the VPN is active and I access Webmail (or maybe just when I access Telstra.com.au) that's triggering it.
It's never a problem on my phone or using a mail-client like Thunderbird; just when I use the Telstra.com webmail tab.

Any ideas? Does this sound feasible?
Any ideas for a fix (except "don't use PIA when you access your webmail dummy!")
Thanks very much
Clem
PS. It takes a week to fix because it doesn't show as suspended in their front end so I always have to go through all the stupid password resetting and the "just wait 24hours and then try again" lies they hand you when they don't know what to do. Smiley Sad

 

1 ACCEPTED SOLUTION

Accepted Solutions
Level 23: Superhero
Level 23: Superhero
Accepted Solution

Re: Webmail is being suspended (VPN causing it?)

If the VPN is masking your location as being outside Australia your account will eventually be suspended and if people are using the VPN to send spam with the same IP it will cause your account to be suspended.
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra as a Complex Customer Support Specialist in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
  • My opinions are my own and not that of Telstra's, just so we're all on the same page.

View solution in original post

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2 REPLIES 2
Level 23: Superhero
Level 23: Superhero
Accepted Solution

Re: Webmail is being suspended (VPN causing it?)

If the VPN is masking your location as being outside Australia your account will eventually be suspended and if people are using the VPN to send spam with the same IP it will cause your account to be suspended.
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra as a Complex Customer Support Specialist in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
  • My opinions are my own and not that of Telstra's, just so we're all on the same page.

View solution in original post

Highlighted
Clem2
Level 2: Rookie

Re: Webmail is being suspended (VPN causing it?)

It'a set for Sydney instead of Brisbane but maybe possibly the spam thing. (Tho' I'd expect to receive some sort of advice or warning instead of instant suspension with no explanation)
Ta.

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