Level 1: Cadet

Email keeps dropping out

Does anyone else Big pond Email keep dropping out.

I have had to try and reset mine 3 times in the last month as it keeps on just dropping out, and completely disappearing from my devices.  I cant log into my Web mail account as it keeps on giving me the session timed out error message. Have tried calling Telstra several times and there isn't any help available due to limited staff because of COVID. Just keep getting disconnected.

Any help as to why this keeps happening would be greatly appreciated.

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Support Team
Support Team

Re: Email keeps dropping out

Hi @Jaychlosar, if you're having trouble with your email, first check there are no disruptions here & if there isn't, I'd recommend doing the steps mentioned here.


If that doesn't resolve, I'd suggest speaking with our messaging team via the Telstra app so we can help you further with this. If they're unable to resolve, they will escalate this further for you. To do that, open the Telstra app then tap the 'get help' tab at the bottom of the screen & you will see the blue speech bubble to 'Message Us'. While you will first speak with our virtual assistant Codi, follow the prompts & if they're unable to fix, they will put you through to a team member that can assist further if you type 'more help'. Make sure notifications are on within the Telstra app too, this way you can go about your day & reply further there when you get a response. Replies usually occur between 8am-8pm AEST. If you have any other questions, please let me know.


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