When a Telstra or BigPond email account stops sending or receiving in classic Outlook, the problem can be as simple as Outlook being in offline mode, an old password still saved in the program, or incorrect mail server settings .
Before changing several Outlook settings, first check whether the Telstra mailbox itself is working. This quickly tells you whether you should troubleshoot Outlook or the email account.
Test your Telstra email in webmail first
Open Telstra Mail in a web browser and sign in with your Telstra, BigPond, or BigPond.net.au email address and password.
Send yourself a short test message.
If you cannot sign in, or mail will not send or arrive in webmail either, the problem is not limited to Outlook. Check your Telstra password, mailbox status, or Telstra service before making changes in Outlook.
If webmail works normally, continue below.
Check that classic Outlook is online
Open Outlook and look at the status shown along the bottom of the window.
If it says Working Offline, Disconnected, or Trying to connect, open the Send/Receive tab and select Work Offline once.
Then select Send/Receive All Folders, or press F9.
If new mail arrives, Outlook had simply stopped communicating with the mail server.
Look for mail stuck in the Outbox
If you can receive messages but cannot send them, check the Outbox.
Open or remove any message that has been sitting there for a long time, especially one with a large attachment. Then send a small test email without an attachment.
Check your Telstra password
If your Telstra email password was recently changed, Outlook also needs the updated password.
Use the same password that works when you sign in to Telstra webmail.
Telstra also supports an app-specific password for programs such as Outlook. If your normal login works in webmail but Outlook continues rejecting the password, sign in to Telstra webmail, open Settings > Accounts, generate an app-specific password, and use that password in Outlook.
Check the Telstra mail server settings
In classic Outlook, go to File > Account Settings > Account Settings and select the Telstra account.
For the recommended IMAP setup, check that the settings are:
- Incoming server: imap.telstra.com
- Incoming port: 993
- Encryption: SSL
- Outgoing server: smtp.telstra.com
- Outgoing port: 465
- Encryption: SSL/TLS
- Outgoing server authentication: On
Telstra also allows outgoing port 587 using STARTTLS.
Your username should be your complete Telstra email address, such as an address ending in @bigpond.com, @bigpond.net.au, or @telstra.com.
Save any changes and restart Outlook.
If Outlook still does not work
Restart the computer and try Send/Receive All Folders again.
You can also use the Test and troubleshoot option for your email service in My Telstra. This can check common problems including outages, mailbox suspension, storage, and server settings.
If webmail works but the old Outlook account still refuses to connect, add the mailbox again using the recommended IMAP settings. Do not remove an old POP account until you are sure any locally stored mail has been saved.
Once a test email can be sent and received, Outlook is connected to Telstra Mail correctly again.
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