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Cannot Send Email Rejected by the Server/Banned from using SMTP

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Level 1c

We have been having the same issue. Was advised to change the password. This has achieved nothing. we still get this when trying to sond.

An error occurred while sending mail. The mail server responded: 535 5.7.8 [TPG-A02] Authentication denied. User akswhite@tpg.com.au is banned from using SMTP AUTH due to previous abuse. Please verify that your email address is correct in your account settings and try again.

And if we log in tvia the web site, it tells us that the email address we have entered is wrong. even if we hit Reply !!!

This is getting out of hand.

TPG - PLEASE ADDRESS THIS ISSUE ASAP

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Level 3

Gday,

I've followed your suggestion, thanks. My wife's account, dheuvel@tpg.com.au, has this problem. I changed the password a few days ago, and no change. Can you please lift the ban on her account.

I've checked her login using MalwareBytes (and it's already under guardianship of Eset antivirus) and her account is clean.

Is it possible this occurred because she downloaded a lot of accumulated email (about 3,500 items)  in one hit? She normally reads on her ipad, but downloads onto the main computer only occasionally.

Regards and thanks,

Pat Heuvel

 
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Moderator

Hi All,

In the event that you're still having issues with the email. Feel free to send us the affected e-mail address and so we can proceed with further investigation.

In case you need a reference:

How do I private message (PM) in the community

 

Regards, 

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Level 3

Hi Shane my emails have not worked for some days now, I receive a report each time I send that my email addresses are being marked as spam by the TPG server.

I have reported this issue for 2 days through tech support.

Both the email addresses I have PM'd to yourself previously are still affected. I have used these addresses for many years and I pay yearly to keep these addresses for some reason which I cannot get to the bottom of. This is another email issue which will need to be addressed later since I just need to have emails working at this time.

Another email address I have is working properly as far as I can see but a fourth is unable to be accessed by me due to some identity error at TPG.

This is despite calls and texts back from TPG over the days that the postmaster will look at the spam/not sending issue. The problem still remains.

I have just tested again.

I have changed passwords as instructed but it is now getting very frustrating, especially since I am testing via TPG Postoffice, as well as my Outlook software to ensure that the problem is not due to my PC.

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Moderator

Hi @robertjw,

 

Thanks for getting back to us, We will chase this with our Postmaster and provide you feedback when it becomes available, we apologise for any inconvenience. 

 

Regards, 

 

 

Hi Shane my emails have not worked for some days now, I receive a report each time I send that my email addresses are being marked as spam by the TPG server.

I have reported this issue for 2 days through tech support.

Both the email addresses I have PM'd to yourself previously are still affected. I have used these addresses for many years and I pay yearly to keep these addresses for some reason which I cannot get to the bottom of. This is another email issue which will need to be addressed later since I just need to have emails working at this time.

Another email address I have is working properly as far as I can see but a fourth is unable to be accessed by me due to some identity error at TPG.

This is despite calls and texts back from TPG over the days that the postmaster will look at the spam/not sending issue. The problem still remains.

I have just tested again.

I have changed passwords as instructed but it is now getting very frustrating, especially since I am testing via TPG Postoffice, as well as my Outlook software to ensure that the problem is not due to my PC.

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Level 3

Thanks Shane - my emails now work. This was fixed late on the 10th.

I was called by Justin who explained some of the details.

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Level 3

Hi, I am still unable to use my fourth email address.

This is kerriewa.

I am unable to login and when I reset the password I get the message below, despite entering the correct postcode etc.

Can you help please?

 

Forgot Your Password?

The username, customer ID or postcode entered is invalid.
Please check and try again.
For further assistance with your password issue, please call TPG Customer Service on 13 14 23.
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Moderator

Hi @robertjw, we'd like to arrange one of our senior technical specialists to contact you for assistance. Please PM  us your best contact number and most convenient time to receive a call tomorrow.

 

To send a PM, please refer to this link:How do I private message (PM) in the community

 

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Level 1c

I've been having this problem as well. I've had my son in law over to try to fix (he reset the password as suggested ) and support has yet to call us back for 3 days now. I'm elderly and frustrated. Please reset my email xxxxx@tpg.com.au

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Moderator

Hi @koulamou,

 

Thanks for raising this to us. We're sad to know that you're having issue sending email, this has been raised to our Postmaster for further handling and investigation. We'll provide you an update when it becomes available.

On the other hand, we noticed that you have been in contact with our Technical Team we'd like to clarify if you're having the same error message or you're unable to access your TPG E-mail. We will chase this with the team handling this case and advise them to contact you via phone call.

 

Regards, 

 

 

I've been having this problem as well. I've had my son in law over to try to fix (he reset the password as suggested ) and support has yet to call us back for 3 days now. I'm elderly and frustrated. Please reset my email xxxxx@tpg.com.au