Level 1: Cadet

email password not recognised

I've been a Bigpond customer for years and following a recent spam invasion was encouraged by telstra to change my Webmail password. Since doing that, my email client Thunderbird on my desktop (WIndows XP) won't log in successfully-"invalid username and/or password" The password works on Webmail.

I had rermoved the original password from the TB 'saved passwords'- so no confusion there.

Telstra tried to fix, but ultimately couldn't  and as "webmail works so is a TB issue"

None of the original email account server settings in TB have been changed:


port 110


I can access the email account on android smartphone and Ipad.


I have looked thru various forums but apart from discussions on email settings nothing really relevant.

Not sure why the email settings that worked fine would need to change.


Any ideas on how to solve?


Was this helpful?

  • Yes it was, thank you
  • No, I still need help
Telstra (Retired)
Telstra (Retired)

Re: email password not recognised

Hey Sirrom,


Unfortunately we don't troubleshoot Thunderbird, so that could explain the push back you're receiving 😞 If your still having issues I can only recommend trying another password reset and updating within Thunderbird. Alternatively, our Telstra Platinum team can help with this, but they are a paid service. You can find more information on them here:



Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

Level 24: Supreme Being
Level 24: Supreme Being

Re: email password not recognised

Telstra Platinum no longer provide support for Windows XP Computers as of 01/01/2016

I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator

Set it & forget it

With direct debit there’s no need to give paying your bill another thought.

Avoid queuing up and never worry about late fees again.

Setup direct debit