Bev2020
Level 1: Cadet

email does not work on Outlook 365

I got a new computer and can access BigPond on WebMail. However, when I try to set up Outlook 365 it returns "Login or password invalid" I can not understand because I changed the password, tried again and still not working. Using the configuration according to https://fix.telstra.com/smart-troubleshooting/mailbox/diagnostics/help

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19 REPLIES 19
BigAdy
Level 2: Rookie

Re: email does not work on Outlook 365

Watching closely!

Same issue. Telstra re-set passwords for my Bigpond e mail account and now can't access through Outlook 365. I have checked and checked and checked all info is correct and it is! Bev2020 - I share your pain!!

Bev2020
Level 1: Cadet

Re: email does not work on Outlook 365

Thank you BigAdy for share. I got stuck in this problem.... How can we get support from Telstra about BigPond email issues?

Rohan123
Level 20: Director
Level 20: Director

Re: email does not work on Outlook 365

Hi @Bev2020 @BigAdy 

I don't work for Telstra, but am hoping to help you.

Doing a little research I found these links.

https://www.telstra.com.au/platinum-technical-support/articles/how-to-set-up-your-email-in-Outlook-o...

 

support.office.com Connect-email-accounts-in-Outlook-on-the-web-Office

 

https://crowdsupport.telstra.com.au/t5/telstra-mail/setting-up-bigpond-email-in-outlook-2016/td-p/52...

 

If all above fails try this number.

Telstra Tech Support 1800 007 391

Rohan

I don't work for Telstra, Never have, I am just a Telstra customer like you.
So the advice I give is my own, In my own time, Guided by my own experience/knowledge.
Which I am always happy to be corrected on.
Rohan
Ross_2014
Level 1: Cadet

Re: email does not work on Outlook 365

Hi! Similar issue? New laptop for my wife. She can access her bigpond emails via Outlook on her old laptop and via bigpond webmail. When I try to set up her bigpond email in Outlook on her new laptop, it doesn't accept it? Keep getting an error message "incorrect imtp, smtp details or something similar? Went to my local Telstra shop this afternoon, and they couldn't resolve it either?

BigAdy
Level 2: Rookie

Re: email does not work on Outlook 365

Hi Rohan

 

Thanks for your efforts but neither of the solutions solve the problem.

 

Best wishes

 

Ady

Rohan123
Level 20: Director
Level 20: Director

Re: email does not work on Outlook 365

Thanks Ady,

Sorry I couldn't help,

It Seams many people are having this problem.

apparently it's since it changed from office 365 to Microsoft 365

I don't work for Telstra, Never have, I am just a Telstra customer like you.
So the advice I give is my own, In my own time, Guided by my own experience/knowledge.
Which I am always happy to be corrected on.
Rohan
DIDI_done
Level 2: Rookie

Re: email does not work on Outlook 365

Did you get a resolution?   I've been trying to get through to tech support, but apparently all their (overseas) call centres have issues with Covid 19.  I've had my calls dropped 6 times without speaking to a human.

 

Webmail is working, outlook and apple mail say the password is incorrect.  I've had to set up another email address and redirect my email account to the new address.

 

I'm so frustrated 

JudiKris
Level 2: Rookie

Re: email does not work on Outlook 365

I have the same issue.

I have reset my Bigpond password. Webmail works OK.

Outlook, Thunderbird and EM Client all can not reach the server via IMAP.

I have checked the settings 100 times.

 

Come on Telstra we can't all be putting in the settings wrong.

And it was working fine one day then stopped all of a sudden.

 

Using the messaging system in My Telstra App (the only way to communicate at the moment) I just get the same message "Please contact Microsoft about Outlook issues..."


Ross_2014
Level 1: Cadet

Re: email does not work on Outlook 365

Thanks Rohan. Has anyone been able to get through to this Telstra Tech Support 1 800 number?

 

I wonder with my wife's issue if it is an issue with Microsoft wanting two factor authentification? She's changed her password with Telstra/Bigpond. Does she also need to change her password details in Outlook?

 

Ross

Rohan123
Level 20: Director
Level 20: Director

Re: email does not work on Outlook 365

Hi Ross,

Well I can get through to the tech number, but it seams others are having trouble.

Unfortunately I still don't have a solution, I have searched but can't find.

There are more tech savvy people on crowd support than me so hopefully, Someone can help you..

 

Rohan

I don't work for Telstra, Never have, I am just a Telstra customer like you.
So the advice I give is my own, In my own time, Guided by my own experience/knowledge.
Which I am always happy to be corrected on.
Rohan
BigAdy
Level 2: Rookie

Re: email does not work on Outlook 365

I have found someone who tried an Outlook group in April but the suggested solution doesn't work. Let's see if we get help from there!

 

Ady

DIDI_done
Level 2: Rookie

Re: email does not work on Outlook 365

I ended up creating a new bigpond email address and logging into webmail on the non working one and forwarding all email to the new account.  Not ideal but at least I have mail coming in through outlook and on my iPad.

JudiKris
Level 2: Rookie

Re: email does not work on Outlook 365

Hi everyone,

 

I have managed to resolve this! Not sure if anyone else has yet?

 

I went into "my account" and reset the password again. I had tried this once already.

This time IMAP was able to accept the new password and everything worked! Woo hoo!

 

The Password Reset system must have been a bit broken for a day or two...?

BigAdy
Level 2: Rookie

Re: email does not work on Outlook 365

SUCCESS!!!!!!!!!!!!!!!!

Hi JudiKris

You are correct. This issue has been fixed!

The weekend starts here!

Thanks for finding out........ and publishing the solution.

Good luck with your updates, everyone!

 

Cheers


Ady

Rohan123
Level 20: Director
Level 20: Director

Re: email does not work on Outlook 365

Hi @JudiKris 

Seems you have solved the problem.

Well done.

and like Ady said thankyou for providing the update. Smiley Happy 

I don't work for Telstra, Never have, I am just a Telstra customer like you.
So the advice I give is my own, In my own time, Guided by my own experience/knowledge.
Which I am always happy to be corrected on.
Rohan
DIDI_done
Level 2: Rookie

Re: email does not work on Outlook 365

Is it broken again?

Was working this morning, not now

BigAdy
Level 2: Rookie

Re: email does not work on Outlook 365

I tried the solution on Friday and again on Saturday for another account and it worked.

 

Sorry if you are still having a problem.

DIDI_done
Level 2: Rookie

Re: email does not work on Outlook 365

I've given up trying to ring telstra, have gone back to forwarding all email to the new bigpond address, and of course Telstra is going to charge me for that extra mailbox. grrrr

DIDI_done
Level 2: Rookie

Re: email does not work on Outlook 365

Back again. unbelievable

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