Email Support Case study
Getting BigPond Emails Working Again in Outlook
This email support job began with BigPond messages no longer arriving in Outlook. We protected the client's existing emails before getting incoming mail working again.
Read the case study
The situation
An inbox that had gone quiet
The client had several BigPond accounts set up in Outlook as POP accounts. New emails had stopped coming in, and they needed help getting them working again.
- Customer
- Private Client
- Service
- Email Support
- Location
- Australia
- Client name withheld for privacy
01 / The challenge
Keep the old mail while fixing the new
We needed to protect the existing messages before changing the account setup. The investigation also had to cover the mailbox itself, as well as Outlook.
02 / The Call IT Mate approach
Protecting the mail, then checking the account
We made a copy of the old emails first, then checked the account in webmail before reconnecting Outlook.
Backed Up the Existing Emails
We converted the old emails into a PST file as a backup before making changes.
Checked the Login Details
We checked the email address and password in Telstra webmail.
Found the Mailbox Was Full
We found the mailbox was over its storage limit.
Cleared Space in Webmail
We deleted several emails in Telstra webmail to bring the mailbox back under its limit.
Reconnected Outlook as IMAP
We added the email back to Outlook as an IMAP account, replacing the POP setup.
Tested the Sync
We tested synchronisation and confirmed that everything was working.
Advised on Protecting Important Emails
We advised moving important messages from the PST into the IMAP account, so they wouldn't be held only in a file that could become corrupted.
Client account details remain private.
03 / The outcome
Emails were arriving in Outlook again
The account was working in Outlook again, with the old messages retained in a PST backup. The client also had a clear next step: move important emails into the IMAP account.
Incoming mail restored
Emails were arriving again.
Sync checked
The IMAP account was tested and working.
Old mail retained
A PST backup was made before the changes.
Frequently asked questions
Why have my BigPond emails stopped arriving in Outlook?
Check the mailbox as well as the app. Signing in to Telstra webmail lets you check the login and available storage before changing Outlook's settings.
What should I check when my BigPond mailbox is full?
Review the messages in Telstra webmail and decide what you can remove. Protect anything you need to keep before deleting mail to bring the account under its limit.
What is the difference between POP and IMAP?
POP downloads mail into the email app. IMAP synchronises it with the mailbox on the server. Back up existing messages before changing an older account setup.
Is a PST file enough to protect important emails?
A PST is useful as a copy of old mail, but the file can become corrupted. Avoid leaving important messages only in that one file, and keep a separate backup.
Will changing to IMAP fix a full mailbox?
Changing the account type doesn't remove the mailbox's storage limit. Check the available space as well as the email app's setup when messages stop arriving.
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