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Jess M.
Jess M., Computer Support Specialist
Category: Email
Satisfied Customers: 1823
Experience:  Computer Software Support Specialist for more than 10 years
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Why has our account been suspended? It has been paid and

Customer Question

Why has our account been suspended?
JA: Have you contacted anyone about your account?
Customer: It has been paid and that is why I am contacting you.
JA: How do you access your email most often? On a phone or tablet, or through a web browser?
Customer: web browser
JA: What troubleshooting have you tried?
Customer: contacting you direct as nothing else seems to work
JA: Anything else you want the email expert to know before I connect you?
Customer: Is this trouble caused by the note we received 9/7 that a new Telstra mail service will become available, apparently we would be notified if and when it
Submitted: 9 months ago.
Category: Email
Expert:  Russell H. replied 9 months ago.

Hi, thank you for contacting My name is Russell. I will do my best to provide the right answer to your question.

Is your account a BigPond email account, or is it a Telstra account?

Accounts can be closed, unfortunately, for simple reasons of having been reported to be sending too many emails at once... or, to be 'spamming' as it's called.

Telstra has this to say:

We’ll email you with your exact move date and the steps you’ll need to follow to move to Telstra Mail™

We will notify you of the date your move is scheduled and then send a confirmation email once your move to Telstra Mail™ is complete. If we have been unable to move you within 48 hours we’ll send you an email to advise you of a rescheduled date. This will be sent to your Telstra or Bigpond email address and to any nominated email address you have supplied to Telstra.


So... have you supplied any nominated address to Telstra ?

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