criswade
Level 1: Cadet

Bigpond Email not working in mac mail app

Hello,

My bigpond email is not working on the MAC mail email app, can someone help me with what the settings should be to make it work? this has been a problem for a long time and cannot find the solution. Thankyou

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10 REPLIES 10
Cas-Ra
Support Team
Support Team

Re: Bigpond Email not working in mac mail app

Hi @criswade you should be able to find all the raw settings you need for Telstra Mail, but there are also How To instructions for the popular mail programs on our Help Centre pages like:  https://tel.st/b9rugr for Mac settings. I hope this helps! 

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DexterB
Level 5: Eagle Eye

Re: Bigpond Email not working in mac mail app

Same problem, but the Help page wasn’t helpful.

Curiously, I have two Bigpond email addresses, both of which are accessible on Telstra Mail, but only one on Mac Mail.

The setup stops at Step 3 of the linked instruction with the message in red “Unable to verify Account Name or Password”. Presumably, the message is a generic one, because the setup did not require "Account Name”, only email address and password.

Telstras “Help” service suggested a password reset, which was done. It didn’t help either.

I tried the “new” password, both as I had written it, as well as copied from my Keychain list (I even checked that they were the same).

Telstar “Help” has declined to assist further because I was told “We can help only on Windows systems! You need to get help from Apple."

I’ve run out of ideas here. Any thoughts?

 

Greg_Buch
Support Team
Support Team

Re: Bigpond Email not working in mac mail app

Certainly not what should be happening, DexterB. If the Telstra Mail setup isn't working for the second address then our Tech teams can follow up, whether using a Mac or Windows system. If the consultant you're speaking with can't assist directly they should raise a case for the problems to be followed up by a Mac-trained tech. 

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DexterB
Level 5: Eagle Eye

Re: Bigpond Email not working in mac mail app

Thanks Greg,

But - it’s difficult to get an issue escalated to a knowledgable person within the Telstra Help service.

So far, I have spent at least 5 hours over several weeks and with multiple consultants (and that damned robot help). They have recommended:

1 Recheck the settings - done; no success. During this session, the consultant tried to lead me through an Outlook/Windows setup, despite my insisting I was using MacOS.

2 Change password - done; no success. During that particular session, it appears that the Help consultant also changed my User Name, because I discovered a new User Name (my email address minus the @bigpond.com) on my Keychain record after the password change. Don’t know if that’s normal, but now I have 2 User Names and Passwords for the address.

3 Delete the second email account and reload it - done; no success. Now the email account can’t be reloaded at all.

4 It works with Telstra Mail, so it must be a problem with your Mac. We can only help with Windows systems. Get help from Apple!

 

I have gotten to the point where, if I heard the same scripted solutions that I’d heard before from the previous consultant, I would ask for escalation to a Mac specialist and a conversation reference number or a log file, so I didn’t have to repeatedly re-enter my name DOB and Customer Number. I haven’t got either as yet. They seem very reluctant to do that.

 

I’ve only persevered so long because I didn’t want to lose my longstanding Bigpond addresses.

If I can’t sort this out, I'll set up two G-Mail accounts, configure Telstra Mail to auto-forward to G-Mail, progressively migrate away from Telstra Mail, then take my business elsewhere. That’s worth a try as a last resort.

JoJoH
Support Team
Support Team

Re: Bigpond Email not working in mac mail app

Have you tried using the setting here   https://tel.st/f4u2d7. There is also a smart troubleshooting tool that can help you set it up.  

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Dowser
Level 21: Augmented
Level 21: Augmented

Re: Bigpond Email not working in mac mail app

With password resets etc. you could check if your username and password are correct by checking if you can log into Telstra WebMail.

 

If they are correct, then you could have a Mac issue, and you could look at related webpages to help solve the problem.

DexterB
Level 5: Eagle Eye

Re: Bigpond Email not working in mac mail app

Thank yo JoJo,

Yes, I tried the Troubleshooting tool, in desperation, while knowing that it's intended for Telstra Mail troubleshooting.

Unsurprisingly, because my Telstra Mail works properly for both my email addresses, it did not identify a problem.

It did not give me any option to further troubleshoot the setup of non-Telstra Mail clients.

 

Regarding the setup parameters shown in the link, I can’t get that far in the setup of my mail client. The email address and/or password is rejected at the first step, before any of those parameters can be accessed and tweaked.

Cas-Ra
Support Team
Support Team

Re: Bigpond Email not working in mac mail app

That's odd that your password is working for Telstra Mail indicating it's correct and your mailboxes are active and working, but not allowing for access via your Mac Mail. Perhaps Telstra Platinum may be able to help in this instance. 

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DexterB
Level 5: Eagle Eye

Re: Bigpond Email not working in mac mail app

Yes Cas,

I am aware of Telstras paid help service, but I have a profound and probably irrational aversion to paying Telstra to fix what may well be a Telstra issue!

Cheers

DexterB
Level 5: Eagle Eye

Re: Bigpond Email not working in mac mail app

New thought!

The log-on for Telstra webmail requires first logging onto My Telstra, which requires User Name (which is email address minus @ bigpond.com) and the password for that User Name.

Then, from that web page, the webmail log-on is selected, using email address and the password for that address.

That gets me successfully into both of the email addresses in my Telstra account.

 

The setup for Mac mail requires starting the Mail app then:  Mail>Preferences> + > Other mail account>Name (presumably the one you want displayed on outgoing mail)>email address>password. If successful, that takes you to  the incoming and outgoing settings configurations. If not successful, you get the red warning “Unable to verify ....... etc”, which I’ve been seeing.

 

These two procedures may have recently become incompatible with each other. I tested this by setting up a new Mac Mail account identical to the one that I’m already using successfully.

 

IT FAILED - at the same point as all my previous failures!

 

And yet that same Mac Mail account I set up years ago works well!! I wonder what has changed with Mac Mail or with Telstra Mail?

 

 

 

 

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