Sky e-mail problems

BoxerfanUK

Hello all,

Don't know if anyone can help but I haven't received any e-mail since Sunday on either my laptop (Windows 7 - Mozilla thunderbird) or through my iphone!! and now get an 'error message' whenever I try to retrieve e-mail !!

The message I get through Thunderbird on my laptop is; "Sending of password for user ######@sky.com did not succeed. Mail server pop.tools.sky.com responded: Server error - Please try again later.

Message on Iphone is; " Cannot get mail The mail server imap.tools.sky.com is not responding. Verify that you have entered the correct account info in Mail settings"

I get this now and again maybe everey few months and it usually starts working again of it's own accord after a few hours but not this time.

I called Sky and they said not a problem their end and that it's probably my 'app' providers haven't updated to the latest settings. Somehow I'm not convinced with this answer. I haven't changed anything on phone or laptop settings and it seems strange that it's now not working on two completely different devices.

The only way I can access e-mail is by logging into my sky account and using their extremely clunky Yahoo mail thing.

Anyone any ideas on this please?

esuhl

Is it due to this:
https://www.sky.com/help/articles/problems-accessing-sky-mail-from-your-email-app


From an email I received:

Sky wrote:

Dear esuhl,

We’ve noticed that you may be accessing your Sky.com email on your mobile, tablet or other device using an out-of-date version of an email application such as Apple Mail, Outlook or Windows Live Mail.

To ensure a better and more consistent experience for all our customers, out-of-date versions of these email applications will no longer be supported by Sky.com email from 31/01/2020.

This means you will need to update your email application to the latest version, which will include new features, enhanced security standards and better usability.

If you decide not to update your email application, you will no longer be able to access your Sky.com email using this method on or after 31/01/2020.

However, you will still be able to access your sky.com email via Sky.com

To verify this email and get all the help you need, please head to Sky.com and click on the section titled ‘Help accessing Sky mails via email apps’ on the homepage.

Please note you do not need to reset or change your password for your Sky.com email address.

Kind regards,

Sky

BoxerfanUK

Hi esuhl thanks for that.

Yes I did indeed receive that e-mail from Sky on 13th November and I was using 'Outlook' up to that point. I then downloaded Mozilla thunderbird as my new e-mail client and presumed all would be ok but it seems not!

So the question is; just how do I update Apple mail and Thunderbird? I presumed these sort of things were updated automatically!

BoxerfanUK

Just checked and I have latest version of Thunderbird!

DoaM

Have you followed the link to ‘Help accessing Sky mails via email apps’ to check that your apps are configured correctly? (Have Sky enabled 2 factor authentication? Perhaps that's the root of the problem?)

BoxerfanUK

DoaM wrote: »

Have you followed the link to ‘Help accessing Sky mails via email apps’ to check that your apps are configured correctly? (Have Sky enabled 2 factor authentication? Perhaps that's the root of the problem?)

Hi, Been onto Sky and they got me to delete the mail account on my iphone and set a new one up which works fine now but tried the same on my laptop and no joy. They are saying Mozilla Thunderbird not compatible with Sky mail any more :mad:

They are saying I need to upgrade to Windows 10!!!

Think I'll start looking for a new broadband provider.

neilmcl

What mailbox server settings are you currently using?

BoxerfanUK

I'm useless at this stuff but it says;Outgoing server smtp.tools.sky.com port 465

The chap at Sky talked me through removing the old account and setting up a new one but when I entered my e-mail password it wouldn't accept it!

roxy28

BoxerfanUK wrote: »

I'm useless at this stuff but it says;Outgoing server smtp.tools.sky.com port 465

The chap at Sky talked me through removing the old account and setting up a new one but when I entered my e-mail password it wouldn't accept it!

Yes i was baffled until i followed these instructions, kept getting password etc wrong. You have to generate a new password.


https://helpforum.sky.com/t5/Email/Can-t-get-emails-using-Thunderbird/m-p/3127269

neilmcl

BoxerfanUK wrote: »

I'm useless at this stuff but it says;Outgoing server smtp.tools.sky.com port 465

The chap at Sky talked me through removing the old account and setting up a new one but when I entered my e-mail password it wouldn't accept it!

What incoming server settings are you using, and is it imap or pop3?

BoxerfanUK

neilmcl wrote: »

What incoming server settings are you using, and is it imap or pop3?

It was pop3 before when all was working well but the Sky chap had me change it to imap, presumably to reflect whatever changes Sky have made.