BigPond Mail Not Working? Common Telstra Email Problems and How to Fix Them

Why BigPond Mail stops working

When BigPond Mail stops working, the first thing to know is that “not working” can mean a few different things. Telstra breaks support up into separate issue types like signing in, sending and receiving, device setup, troubleshooting, compromised accounts, and suspended accounts, which is a good clue that the cause is not always the same.

A very common version of the problem is a login issue. That might mean the password is wrong, the saved password on the device is old, or the account needs to be reset after suspicious activity or another account change. Telstra’s own help says to check your password first, and its compromised-account guidance says affected accounts may need a password reset before mail starts working properly again.

Another common one is a send or receive issue. You may still be able to open the app and see old mail, but new messages are not coming in, or outgoing messages are getting stuck. Telstra points customers with these issues to its My Telstra test and troubleshoot flow, which works with common mail apps including Outlook, Apple Mail, and Windows Mail.

It can also be a device or settings problem rather than a full account problem. Telstra says most devices and mail apps can usually be set up automatically, but if that fails you may need the current IMAP, POP, and SMTP settings manually. It also recommends IMAP over POP, because IMAP keeps mail in sync across devices, while POP does not. That matters because a lot of “it works on one device but not the other” problems come down to old settings or one device still using POP.

And sometimes it really is a Telstra-side problem. Telstra’s April 2025 update on the BigPond and Telstra Mail outage said the main issue was fixed, but some customers using third-party mail apps could still have trouble logging in afterward. So before changing too much, it is worth ruling out a wider outage or service issue first.

First checks to do before changing anything

Before you start removing accounts or changing server settings, it is worth doing a few basic checks first. This helps you work out whether the problem is with the account itself, the app, the device, or Telstra’s side. Telstra’s own support flow starts in a similar place, with checking service status, testing webmail, confirming your password, and using its troubleshooting tools before going deeper.

Check if Telstra is having an outage

If BigPond Mail has suddenly stopped working on more than one device, or the login is failing everywhere, check whether Telstra is having a broader issue first. Telstra has previously noted that during mail outages, some customers using third-party apps like Outlook could still have issues even after the main fault was resolved, so it is worth ruling that out early.

See if you can log in through webmail

One of the quickest tests is to try signing in through Telstra webmail. If webmail works but Outlook, Apple Mail, or your phone app does not, that usually points to a device, saved password, or settings problem rather than the mailbox itself. Telstra’s email support directs customers to webmail and account troubleshooting for exactly this reason.

Make sure your internet is actually working

It sounds obvious, but it is still worth checking. If the internet connection is unstable, mail apps may fail to sync, keep showing old messages, or look like they are stuck sending. Telstra’s troubleshooting guidance includes checking the connection and testing the service before assuming the email account itself is broken.

Check whether the password is correct

A lot of BigPond Mail issues come back to an old or incorrect saved password, especially after a password reset, suspicious activity, or a change made through the Telstra account. If the password works in one place but not another, the device may still be saving the old one. Telstra specifically says to check your password and reset it if needed when mail stops working.

The most common BigPond Mail problems

BigPond Mail not sending

One of the most common problems is being able to open your mailbox and read old messages, but not send anything new. Telstra says send issues can come back to the wrong password, outdated settings, or problems that its My Telstra troubleshooting tool can detect. It also has a separate support page for unauthenticated traffic limit errors, which shows that outgoing mail can fail if the app’s security or authentication settings are not right, especially in Outlook or Apple Mail.

BigPond Mail not receiving

Sometimes the opposite happens. You can still log in and maybe even send messages, but new emails are not arriving. Telstra’s support flow treats send and receive issues as a standard troubleshooting category and points customers to check internet access, passwords, current mail settings, and the My Telstra test tool before assuming the account itself is broken.

BigPond webmail not loading or not signing in

If webmail will not open or you cannot sign in through the browser, that usually points more toward a password problem, browser issue, wider Telstra fault, or account problem than a simple Outlook or phone-app problem. Telstra’s sign-in help says to double-check your full email address and password, and its April 2025 outage update specifically said some users had to test webmail first, clear browser cache if the page would not load, and reset their password if sign-in still failed.

BigPond Mail not syncing across devices

A lot of people describe the problem as “mail is missing” when it is really a sync issue. Telstra says if your emails are not syncing properly across devices, you need to check whether the account is set up as POP or IMAP. POP is designed more for one device, while IMAP keeps mail in sync across multiple devices and apps. That means a setup using POP on one machine and IMAP on another can easily create confusion about what has been received, read, moved, or deleted.

BigPond Mail working on one device but not another

If BigPond Mail works on your phone but not in Outlook, or works in webmail but not on the iPad, that is usually a sign the mailbox itself is still okay and the problem sits with the saved password, mail settings, authentication, or app setup on that one device. Telstra’s device setup pages say most accounts can be added automatically, but if that fails you may need to manually enter the current IMAP, POP, and SMTP settings. It also says most problems after a password change will need that new password updated everywhere the account is used.

Check your BigPond email settings

If BigPond Mail is not working in Outlook, Apple Mail, or another app, one of the first things to check is whether the account is using the current Telstra Mail server settings. Telstra says these settings are the same for Telstra Mail and BigPond, and they should be used when automatic setup does not work.

IMAP, POP and SMTP settings

Telstra’s current manual settings are:
IMAP incoming server: imap.telstra.com
IMAP port: 993
Encryption: SSL

POP incoming server: pop.telstra.com
POP port: 995
Encryption: SSL

SMTP outgoing server: smtp.telstra.com
SMTP port: 465 recommended, or 587
Authentication: Yes
Encryption: SSL/TLS on port 465, or STARTTLS on port 587

Telstra also says the option “Outgoing server requires authentication” must be turned on.

Why IMAP is usually the better choice

Telstra recommends IMAP rather than POP. The main reason is that IMAP keeps your email synced with the mail server, so actions like reading, deleting, or moving messages stay in sync across your devices. POP does not do that. Telstra says POP is not recommended if you want your mail synced properly between devices and apps.

That matters because a lot of BigPond Mail problems are not true outages at all. They are really sync problems caused by one device being set up differently from another. If one device is using POP and another is using IMAP, messages can look inconsistent, disappear from one place, or stop behaving the way you expect.

What happens when old settings are still saved in Outlook or Apple Mail

A very common problem is that the app still has an old password, the wrong outgoing port, or outdated server details saved. That can lead to situations where mail still opens, but new messages do not send, or the app keeps prompting for the password even though the mailbox itself still works in webmail. Telstra’s support pages point users back to manual setup details and password checks when automatic setup fails or sending and receiving stops working.

If you have recently changed your password, it is worth updating it on every device using the mailbox. If the account works in webmail but not in the mail app, that is usually a strong sign the issue is with the saved settings on that device, not the mailbox itself.

BigPond Mail problems in Outlook

Wrong password after a reset

A very common Outlook problem is that the mailbox password has been changed, but Outlook is still trying to use the old one. In that situation, BigPond Mail may still work in webmail but keep failing in Outlook or repeatedly ask for the password. Telstra’s support says one of the first things to check for send and receive issues is whether the password is correct, and its webmail sign-in help also tells users to confirm the full email address and password carefully.

Outgoing mail server problems

Another common Outlook issue is being able to receive mail but not send it. Telstra says many send and receive problems can be checked through My Telstra, and it has a separate support page for unauthenticated traffic limit errors that specifically tells users to update Outlook security settings so mail is sent with proper authentication. Telstra’s current manual settings page also says the outgoing server must use authentication, with smtp.telstra.com on port 465 or 587, depending on the setup.

Old saved settings or authentication issues

Outlook can also keep old server details, old passwords, or the wrong authentication settings even after the account itself is fine. That is why a mailbox may appear broken in Outlook while still working in webmail or on another device. Telstra’s troubleshooting pages point customers back to checking the latest mail settings and using the My Telstra test tool, which can help identify settings, sending, receiving, and server-related issues.

If BigPond Mail works in webmail but not in Outlook, the problem is usually Outlook’s saved setup rather than the mailbox itself. In that case, it often makes sense to check the password again, confirm the current server settings, and update the account configuration before doing anything more drastic. Telstra’s April 2025 outage update also said some third-party mail app users could still have trouble logging in after the main issue was fixed, which is another reason not to assume the mailbox itself is gone.

BigPond Mail problems on iPhone and iPad

Mail app not updating

If BigPond Mail is not updating on an iPhone or iPad, the problem is often with the account setup in the Apple Mail app rather than the mailbox itself. Telstra’s Apple device guides say Telstra Mail should normally be set up using IMAP, and its troubleshooting guides for Apple devices point people back to setup first when mail will not send or receive.

A quick way to narrow it down is to test webmail in Safari. If webmail works but the Mail app does not, that usually means the account, password, or saved settings on the device need attention rather than the mailbox being fully down. Telstra’s main email support pages push customers toward webmail and device setup checks for this reason.

Password or server setting issues

Telstra says you can usually add a BigPond or Telstra Mail account automatically on Apple devices using your full email address and password, but if that does not work you may need to enter the settings manually. Its device guides show IMAP with imap.telstra.com for incoming mail and smtp.telstra.com for outgoing mail, and the main server settings page says outgoing authentication must be turned on.

This is why a lot of iPhone and iPad problems happen after a password change. The mailbox still exists, but the device keeps trying the old saved password, or the account was added with settings that are no longer right. Telstra’s manual settings page also says IMAP is the recommended option because it keeps email synced across devices, which matters if you use the same mailbox on your phone, iPad, and computer.

When removing and re-adding the account makes sense

If BigPond Mail works in webmail but still will not send or receive on the iPhone or iPad after checking the password and settings, removing the account and adding it again can make sense. Telstra’s Apple setup guides walk through adding the account again as Telstra Mail using IMAP, which is often the cleanest fix when the Mail app is hanging onto old settings.

The main thing is not to jump straight into random setting changes. Check whether webmail works first, confirm the password, make sure the account is using the current Telstra server settings, and then re-add the account if needed. That usually gives you a much cleaner answer than guessing your way through the Apple Mail settings.

Webmail login issues and password resets

Forgot password or username

A lot of BigPond Mail login problems come down to the basics: the wrong password, the wrong mailbox address, or confusion about which login is tied to the mailbox. Telstra says if you have forgotten your email password, you cannot recover the old one and need to reset it instead. To do that online, Telstra says you will need your email username, your date of birth, and access to the email address or mobile number registered on the account so it can send a one-time code.

Telstra also says your Telstra Mail username is your full email address, which may end in @bigpond.com or @telstra.com. If you cannot remember it, you can recover it through My Telstra or through Telstra’s online recovery flow.

Telstra ID and mailbox confusion

This is where a lot of people get stuck. The mailbox itself, your Telstra ID, and the app you are using do not always fail in the same way at the same time. Telstra’s support pages separate webmail sign-in, forgotten passwords, suspended accounts, and compromised accounts into different help flows, which is a good sign that “I can’t log in” can mean more than one thing.

If your email account has been compromised, Telstra says it may suspend the mailbox or reset your Telstra ID to protect against unauthorised use. In that case, resetting the password is usually part of restoring access, and Telstra recommends scanning your devices, checking forwarding and filtering rules, and signing back in with the new password once the reset is done.

What to do if you can log in to webmail but not your app

If you can sign in at webmail but Outlook, Apple Mail, or your phone app still does not work, that usually means the mailbox itself is still okay and the issue is with the app. Telstra’s April 2025 outage update said some customers using third-party apps like Outlook could still have trouble logging in even after the main issue was fixed. Telstra’s guidance there was to test webmail first, confirm you are using the same password everywhere, clear browser cache if webmail does not load, and reset the password if sign-in still fails.

Telstra also says that if you change your BigPond or Telstra Mail password, you need to update it in the email software you use, such as Outlook or Windows Mail. So if webmail works and the app does not, one of the first things to do is update the saved password on every device using that mailbox.

When the account may be suspended or compromised

Suspicious activity

Sometimes the problem is not a bad setting or a temporary app glitch at all. Telstra says if your email account has been compromised, it may suspend the mailbox or reset your Telstra ID to protect against unauthorised use. It also says a compromised account should be treated as a security issue first, not just a login issue.

Inactivity or account status issues

If the account has been suspended, you may find that webmail redirects you away from normal sign-in, or you may not be able to use the mailbox until the account is restored. Telstra’s suspended account help ties this back to security and account protection, and its broader support pages list suspension as a separate issue from normal send, receive, or setup problems.

Signs the account may have been compromised

A few warning signs are worth taking seriously: your password suddenly stops working everywhere, you see strange forwarding or filtering behaviour, emails go missing, or Telstra tells you the account has been suspended or reset. Telstra’s compromised account guide tells customers to run a virus scan, update antivirus and operating systems, check forwarding and filtering rules, and reset the password before signing back in again.

What to do next

If you think the mailbox has been compromised, Telstra says to scan your computer and devices first, reset the password, use a strong new password, and then check that forwarding and filtering rules have not been changed. If the issue is linked to a scam or suspicious message, Telstra also says you can report it through its scam reporting form or by forwarding scam emails to abuse@telstra.com.

What to try if BigPond Mail is still not working

If BigPond Mail is still not working after the basic checks, the best move is to go through a short process in order instead of changing random settings. Telstra’s own support points people toward the same sort of sequence: use the My Telstra troubleshooting tool, test webmail, confirm the password, and then work back through the device setup if needed.

Start by restarting the device you are using. It sounds simple, but Telstra specifically recommended this during its 28 April 2025 BigPond and Telstra Mail outage follow-up, especially for people still having trouble in third-party apps like Outlook after the main fault was fixed.

Then test webmail. If you can sign in through webmail successfully, the mailbox itself is usually still fine, which means the problem is more likely to be with the mail app, the saved password, or the local account setup on that device. If webmail will not load, Telstra says to clear your browser cache and try again. If webmail still will not sign in, reset the password.

After that, reset the password if there is any doubt at all. Telstra says if you change the password for your BigPond or Telstra email, you also need to update it in every email program using that mailbox, such as Outlook or Windows Mail. A very common reason mail keeps failing is that one device is still saving the old password.

Next, check the account settings properly. Telstra’s current settings page says BigPond and Telstra Mail should use imap.telstra.com or pop.telstra.com for incoming mail and smtp.telstra.com for outgoing mail, with outgoing authentication turned on. Telstra also recommends IMAP over POP for multi-device syncing. If the account is still using old settings, or one device is on POP while another is on IMAP, the mailbox can look broken when it is really just badly configured.

If sending is the main problem, check whether the issue is authentication-related. Telstra has a separate help page for unauthenticated traffic limit errors and says the fix is to update the security settings in Outlook or Apple Mail so outgoing email is sent with the right authentication.

And if you want Telstra to guide the process, run the My Telstra test and troubleshoot tool. Telstra says it can help identify the problem and give instructions to fix it, rather than leaving you to guess whether the issue is login, settings, sending, or syncing.

If the usual fixes are not enough

If BigPond Mail is still not working after you have checked webmail, reset the password, confirmed the settings, and tested another device, it usually means the problem has moved past a quick fix. Telstra’s own support is split into separate paths for sign-in, send and receive problems, troubleshooting, device setup, compromised accounts, and suspended accounts, which is a pretty good sign that some issues need a bit more proper diagnosis rather than random trial and error.

It can make sense to get help if the mailbox works in one place but not another, especially with Outlook, Apple Mail, or phones and tablets that are still saving old passwords or old server settings. It is also worth getting help if the account needs to be re-added across multiple devices, if someone has changed the password and not updated every device, or if you are dealing with sync issues between devices because one is set up differently from another. Telstra’s current setup and settings pages point repeatedly to these sorts of app and device-side issues.

It is even more important to get help if the account may have been compromised, suspended, or affected by suspicious activity. Telstra says compromised accounts may need password resets, security checks, scans for malware, and checks of forwarding and filtering rules before the mailbox is safe to use normally again.

If you want someone to sort out BigPond Mail across Outlook, iPhone, iPad, laptops, or multiple devices, a Jim’s IT technician can help work out whether the issue is with the mailbox, the settings, the app, or the device, and get it set up properly again without the guesswork.

Narrow it down before you start changing things

When BigPond Mail is not working, the main thing is not to assume every problem has the same cause. Sometimes it is a bad password, sometimes it is old mail settings, sometimes it is a sync problem, and sometimes Telstra really is having a wider issue. Telstra’s support material reflects that pretty clearly by separating sign-in, sending, receiving, device setup, troubleshooting, and compromised-account help into different problem types.

The easiest way to deal with it is to test the basics first: check for an outage, try webmail, confirm the password, and then work through the app or device setup if needed. In a lot of cases, that narrows the problem down pretty quickly. And if the issue is deeper, like a compromised account or a messy setup across multiple devices, sorting it out early is usually a lot less frustrating than letting it drag on.

Frequently Asked Questions

Is BigPond Mail down today?

Sometimes, but not always. The quickest way to tell is to check whether webmail works and whether the problem is happening across multiple devices. Telstra has also published outage updates before, including one in April 2025 for Telstra Mail and BigPond.

Why can I receive BigPond emails but not send them?

That often points to an outgoing mail or authentication problem rather than a full mailbox failure. Telstra says sending issues can come back to passwords, settings, or unauthenticated outgoing mail in apps like Outlook or Apple Mail.

What are the BigPond incoming and outgoing mail settings?

Telstra’s current settings are imap.telstra.com on port 993 with SSL for IMAP, pop.telstra.com on port 995 with SSL for POP, and smtp.telstra.com on port 465 or 587 for outgoing mail with authentication turned on.

Why is BigPond Mail not working on my iPhone?

A lot of iPhone problems come down to old passwords, wrong saved settings, or the account needing to be removed and re-added properly. If webmail still works, the mailbox itself is usually fine and the problem is more likely on the device.

Why is BigPond Mail not working in Outlook?

Outlook problems are often caused by an old saved password, wrong outgoing server settings, or authentication issues. If the mailbox works in webmail but not Outlook, that usually points to Outlook’s saved setup rather than the BigPond account itself.

Is BigPond email shutting down?

Telstra’s current support pages still provide support for existing BigPond and Telstra Mail accounts, so the issue is usually not that the service has disappeared.

Why has my Telstra Mail been suspended?

Telstra says mailboxes may be suspended if an account has been compromised or there is suspicious activity. In those cases, you may need to reset the password and follow Telstra’s security steps before access is restored.