Fix your email problem

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Use our Troubleshooting Tool to diagnose and fix common email problems.
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Forgotten Telstra broadband username or password
If you can’t remember your Telstra broadband username or password ([email protected], [email protected], [email protected]), you can retrieve your forgotten username or password.
Can’t send or receive email
If you can't send or receive email, it may be because:
Your computer or mobile isn't connected to the internet. Check if you can access other websites. If you can't, check your network cables to ensure they’re plugged in correctly. You can also check our service status in your area.
Your email has reached its storage capacity. Try deleting some old or unimportant emails to free up space.
Your mailbox has been suspended. Get help on restoring a suspended mailbox.
Your network has a firewall that’s blocking connections to your outgoing mail SMTP server.
Your email settings or authentication aren’t set up correctly. You can check your settings using these guides:
Set up Telstra email on the BigPond platform, on your computer
Set up Telstra email on the Outlook.com platform, on your computer
Set up Telstra email on the BigPond platform, on your tablet or mobile phone
Set up Telstra email on the Outlook.com platform, on your tablet or mobile phone
Can’t send emails, but can receive them, or prompted for a password to send email
If you can’t send emails, but can receive them, it may be because your email server settings are out of date or your outgoing email traffic is blocked (in Port 25) to combat spam.
A third party gatekeeper may be marking and blocking your emails as spam. In this case, you’ll get error messages from the gatekeeper. Read the messages carefully for help on how to fix the issue. If your account has been compromised, you should change your password, update your internet security software and run an anti-virus scan on each device that accesses the account.
What to do about spam or unsolicited email
If you’re receiving spam, it’s likely to be a hoax or scam. You can adjust your security settings to have higher restrictions on incoming email.
If you’re receiving spam from an email address you know, the account could be compromised.
If people are receiving spam from your email address, your account could be compromised. To restore your email service:
Update the internet security software and run an anti-virus scan on each device that accesses the account
Contact Telstra on 13 2200 to reactivate your mailbox
Reset your password through My BigPond or My Account and update your gateway and email programs with the new password, which must be different to any previously used
Learn more about Cyber Safety and how to protect your privacy online.
Slow email connection
If you experience a slow email connection, it could be due to a network issue or your email set up. To troubleshoot:
If you're an ADSL or Cable customer, use our Troubleshooting Tool
Check for known issues in your area that may be affecting your service
For general assistance
Contact our faults and technical support team for general assistance on 13 3933
Contact 24x7 Chat
Subscribe to Telstra Platinum for access to our technology experts on the phone, online or in-store, including 24x7 support and in-home options.

Answer 1

It doesn't address what I needed help with
My outlook email on my bigpond account is too slow it's taking far to long to download emails and it does not download all e.g. I have 99 emails and it has only downloaded 26. I have checked the service in my area and it reports OK as of 18/12/14. My ADSL is working properly and is connected through my phone line. Please help urgently as it affects my business.