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Thread: Bigpond Emails
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18th December 2016, 07:14 AM #1GOLD MEMBER
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Bigpond Emails
I am unable to retrieve the emails in my inbox yet can read them on my Ipad. I can retrieve sent, junk, etc.
This has been going on for about 10 days and despite 3 calls to Bigpond support, even speaking to a supervisor, still appears to be no nearer to resolution.
They say it is a known problem and their engineers are working on it and will advise me when it is resolved.
Anyone have any clues how I can speak to someone in Australia who might know something???
I seem to recall from somewhere that if you press a certain number on the phone, the call is diverted from the call centre back to Oz.
ThanksTom
"It's good enough" is low aim
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18th December 2016 07:14 AM # ADSGoogle Adsense Advertisement
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18th December 2016, 06:43 PM #2
Telstra has been migrating the bigpond email system from POP3 based to IMAP based for quite a while, ours changed about 8 months ago and a friend in Mont Albert had theirs changed about 3 months later. Have you previously had to reconfigure your computer email software to accommodate this change, if not this may be the issue?
IMAP two way syncronises the data on the ISP's mail server with the data in the computer/tablet email client, i.e newly arrived emails at the server are provided to the clients, and emails deleted at a client are also deleted from the mail server, and will be deleted from clients on other devices configured to access the mail account. This makes IMAP more convenient for operating a tablet and computer from the same mail account. POP3 could be configured to do this with certain constraints, but as far as I know could not do it unconditionally.I used to be an engineer, I'm not an engineer any more, but on the really good days I can remember when I was.
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18th December 2016, 06:51 PM #3SENIOR MEMBER
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- Gold Coast Australia
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I was also put onto the Telstra webmail setup. I was previously using Microsoft Outlook Express with no issues. Ever since Telstra in their wisdom switched me their system has failed numerous times. It drives me crazy.
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18th December 2016, 08:36 PM #4GOLD MEMBER
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- Jun 2005
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- Helensburgh
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- 7,696
I don't quite understand the problem. You can't log in?? If your email was going onto the new system you would have gotten at least two emails spread weeks apart warning you of the changes and what to do and a contact if there were problems after the change over. My wife ignored the emails and much fun was had to get access as she did not note her password.
Another strategy you can use and I did this after much frustration with the BP email system is to establish a GMAIL account and set that up to retrieve all your BP emails automatically. This has a couple of advantages, you leave the emails on the BP server as a safeguard and GMAIL automatically archives all mail received unless you tell it otherwise.CHRIS
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19th December 2016, 07:40 AM #5GOLD MEMBER
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Mal and Chris
Yes, I got the emails about the transfer and all was working well until this started.
I can log in on my computer but receive an error message that "my messages cannot be retrieved from my inbox- please try again later."
I can read them on my iPad so have started sending them to another address (not Bigpond) so that I can print if necessary. On the computer, I can retrieve items from the sent and junk folders. I can still send emails out from the computer via Bigpond.
There are a couple of emails that came in before this problem that I need to print, hence my frustration as I had deleted them from my iPad.
This morning, I have received an email, supposedly from Telstra, addressed to me correctly, telling me that my email A/c has been closed at my request which of course I have not requested. I can re-activate it by clicking on the links. I will NOT be doing that.
It looks like I will be spending some time on the phone this morning and asking to speak to someone higher up the chain. Good luck, I hear you say.
Will post an update later.Tom
"It's good enough" is low aim
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19th December 2016, 08:37 AM #6
Have you tried logging on through webmail?
What mail client are you using on your PC?
I have found that it is possible to get an email stuck on the mail server, your iPad will read it but it doesn't delete it off the server once it is read.
If you log in to webmail & delete all the mail that is waiting & then log out & try send yourself a test mail.
If that works, it means that there was a problem with one of the e-mails on the server that your mail client on the PC couldn't deal with.Cliff.
If you find a post of mine that is missing a pic that you'd like to see, let me know & I'll see if I can find a copy.
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19th December 2016, 10:18 AM #7GOLD MEMBER
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Thanks Cliff
I had tried logging in through webmail several times with no success and had sent a couple of test emails from another address.
I am just off the phone (30 minutes but was answered immediately) to Bigpond and I think I might have struck it it lucky with someone who knew what to do. He says that my A/c is now being re-set and should be active again within 24 hours. Apparently the email that I got this morning was genuine - the system had "detected" something abnormal, closed the account but then started re-activating it.
The official explanation for the problem was "a glitch in the system" - a mighty big glitch it would seem.Tom
"It's good enough" is low aim
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19th December 2016, 10:19 PM #8GOLD MEMBER
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- Jun 2005
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- Helensburgh
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Cliff beat me to it as I was going to suggest exactly what he said. I don't know if BP has gotten better since the change as I never log into it but it used to be inaccessible so often and half the options never worked etc I just gave up on it. I dislike GMAIL in a lot of ways as it lacks a lot of features but it works, is always accessible and archives all my mail. Retrieving BP to GMAIL is automatic, foolproof and always works without fail.
CHRIS
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29th December 2016, 08:51 AM #9GOLD MEMBER
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- Jun 2003
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- Sunbury, Vic
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My problem was finally fixed on Tuesday after 20 days.
I fired off an online complaint as well as asking for supervisors and eventually had two people ringing me to sort it out. I was allocated a "case manager" and the problem was escalated up the line.
The official excuse is that they still have ongoing outages in various areas.
The upside, if you can call it that, is that my next monthly phone bill will be free.
I now have over 300 emails to sort through.Tom
"It's good enough" is low aim
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