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New Sky Email Tips & Solutions

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Below is a collection of tips and solutions that have been posted about the new Sky/Google email system (or Skoogle as we like to call it). I've tried to make it as clear as possible, but it's quite a big subject! Please note that this is not a step by step guide to setting up your email, it's highlighting some of the common problems. This post assumes you have already read the PDF guide sent by Sky to your inbox before the switchover - see the attachment on this post if you didn't.

First of all, some important links:

==Webmail Log-in Page==
The direct link to the Webmail Homepage is http://mail.tools.sky.com this bypasses the main sky homepage and gets straight to action. This has also been shown to avoid some of the username/password errors for some users (thanks youravinalarrrf!).

==Google Help Pages==
At the moment these are much better than the Sky help pages, and have specific help and troubleshooting pages for many different email clients and specific error codes. They can be found here: https://mail.google.com/support/?ctx=%67mail&hl=en_GB Specific help for POP clients such as Outlook can be found here: https://mail.google.com/support/bin/topic.py?topic=1555

I strongly urge anyone who is having a problem with their Sky email to take a look there first. They are clear and to the point and 90% of problems that have been reported on this site over the last few days can be fixed by following the advice on these pages.

The only important point is that wherever they mention username@gmail.com you must use username@sky.com

==Account Unlock Page==
There is an account unlock page which may help you if you are getting repeated requests from your email client for your username and password. If you are sure your username and password are correct, and you still get repeated requests for your details then go to this page to reset your access. You must close your email client before you enter the page: https://www.google.com/a/sky.com/UnlockCaptcha - be aware that on this page your username does not need "@sky.com" at the end.

Please note, this does not delete email or contacts it simply unlocks to your POP account access. If your username and password combination does not work here then your account is likely corrupted, bent, busted, or battered - you will probably have to wait for sky to fix it, or worse still phone them up! Save yourself a lot of hassle and go have a cold beer/hot cuppa now - there is no point reading further (yet).

For everyone else...

Some basics:

The main thrust of users problems is accessing their email in a familiar email program such as Outlook Express. These are also known as POP Clients

Your email username is now in the format username@sky.com You must include @sky.com or it will not work - no ifs or buts! However, POP Client setup is the only place where you need to add @sky.com to the end of your username, all other areas of the Sky website remain as they were before.

==Mail Servers and Ports==

The mail servers have changed. They are now pop.tools.sky.com and smtp.tools.sky.com The ports that these servers listen on are 995 for POP and 465 or 587 for SMTP. These ports require Secure Sockets Layer (SSL) to be ticked in whatever email client you choose to use.

Handily, the Sky servers are interchangeable with the google servers, so you can also use pop.googlemail.com and smtp.googlemail.com or pop.gmail.com and smtp.gmail.com on the same ports. This can come in handy if you are following instructions from the gmail help pages.

Some people have reported success with changing the SMTP (outgoing) server address back to the old sky one - smtp.sky.com you also need to change the port back to 25 and untick SSL. I have to say that this did not work for me when I tested it, but perhaps that is because I already have smtp.tools.sky.com already working happily. (many thanks to miccon63)


No other ports or server names are valid anymore so don't bother, you'll just confuse yourself or your computer!

==Be Up-to-date==
Make sure you are running the very latest updates or service packs for your POP Client. This is particularly important for Outlook and Outlook Express. You can normally find the auto-update link under the Help menu in your client.

==Creating Additional Email Accounts==
Additional users are still created in the same way as before:

1. Go to Sky.com - Home and log in using you main username and password.
2. Click on 'My Sky'.
3. Choose 'Manage My Additional Users'.
4. Create your new user.

Once you have created your new user you still have one more step to perform before you can add it to a POP Client such as Outlook Express or Thunderbird - see below for the next step...

==Adding Existing Additional Accounts to POP Clients==
Just as with your main account, before you can add your additional users to your email client you must switch on POP access .

To switch on POP access for your Additional email account go to: http://mail.tools.sky.com and log in with the username of your additional email account. This takes you to the Inbox of your additional account, you can then click on Mail Settings, and turn on POP access as you did for your main account.

==Mail Settings==
Under Mail Settings there is an option called 'Accounts'. This is not the place to add additional users! This option is used if you want to collect email from another account (any email account) and have it delivered to your sky inbox.

==Emailing Yourself==
You can't email yourself under the new system - so if you send a test message to yourself it will be delivered to your webmail inbox, but will never download to your POP Client. If you need to test if your email is receiving mail properly you'll have to either use another email account or ask a friend to send you a message.

==Secure Password Authentication==

Do not tick this option when setting up your POP client. It is not the same thing as SSL (which is required) and will stop you from getting your mail.

==Using POP on mobile or multiple devices==

By default, when you check your messages with a POP client, the webmail service marks that it has been downloaded via POP, and instructs the message not to download again to any other POP client. If you need to check your mail on more than one device - say a computer and a mobile phone - then you need to use RECENT mode.

If you are accessing your Sky Mail using POP from multiple clients, Sky Mail's recent mode makes sure that all messages are made available to each client, rather than only to the first client to access new mail.
Initially Recent mode fetches the last 30 days of mail, regardless of whether it has been sent to another POP client already. Subsequent downloads just get the latest unread emails.

On your POP client, replace you account username: 'username@sky.com' in your POP client settings with 'recent:username@sky.com'

Please be aware that the first time you use RECENT mode it will re-download all your messages from the last 30 days even if you have already received them.

Please also note that if you have set Sky mail to delete messages once downloaded (under Forwarding & POP in the Mail Settings) then this will probably not work.

Once you enable recent mode, please be sure to configure your POP client to leave messages on the server according to the instructions below:

In Outlook, on the Advanced tab, check the box next to Leave a copy of messages on the server.

In Outlook Express, on the Advanced tab, check the box next to Leave a copy of messages on server.

In Apple Mail, on the Advanced tab, remove the check next to Remove copy from server after retrieving a message.

In Thunderbird, on the Server Settings tab, check the box next to Leave messages on server

Comments (14 posted):

DIKDA on 04 December, 2007 02:42:43
re. Para. above Account Unlock Page - "Red Section"
May I refer you to my post No.68 - New Sky e-mail Tips.
I suggest that those who have no success with the Unlock page try entering all previous username/password combinations because you do not know what Sky has passed to Google - they certainly got mine incorrect - you cannot assume that your current combination is the one that Sky sent to Google!!!
Thank you NewesreadeR for all the above. It certainly helped me greatly.

phmilesc on 13 December, 2007 21:40:21
If anybody want to get their pocket pc working with sky email then...

I have got sky email working on my pocket pc (2003) by specifying the port details 995 & 465 :-

Incoming Mail: pop.tools.sky.com:995
Outgoing Mail: smtp.tools.sky.com:465

With the options :-

Outgoing e-mail server requires authentication (checked)
Require SSL connection (checked)

HTH someone.
philip28 on 16 December, 2007 13:28:14
can anybody tell me if sky block your other email providers, was with wanadoo and using outlook express, since moving to sky, error message unable to find server, are there any settings i have to change in outlook express or do i just have to use webmail
andylanc05 on 19 January, 2008 09:48:32
My set up appears to be correct but when attempting to test accunt settings I get the error message please verify the e-mail address field when this appears to be correct,
awsubstance on 11 February, 2008 11:06:53
I have a business website/email address hosted by Fasthosts. Previously both incoming and outgoing emails had my business address on them. Then like others couldn't send any emails so followed the advice and changed the outgoing server setting to smtp.tools.sky.com. Can now send emails again but all the outgoing emails have my sky email address on them not my business address as they did before when using smtp.sky.com. Can anyone tell me how I can get back to where I was before, where I assume outgoing emails somehow by-passed the sky server and were sent from my Fasthosts server withe desired email address on them.

Thanks awsubstance
marti on 28 February, 2008 14:25:47
Be aware! Avast! AV and I would guess others, such as AVG, do NOT scan outgoing / incoming e-mails using this setup. If there is a work-around I would dearly like to know it.
jmmurphy on 09 March, 2009 14:11:11
need help unlocking tcp-at
Iftikhar on 15 July, 2009 10:44:10
I get an errror code C501-U29-L1970 on my sky tv. It doesnt work - what does it mean and how do I fix it?
Pat Fox on 22 September, 2009 14:51:19
It will be a ruddy miracle if I get a reply to this. I havene't to my last 23 messages to you.
I want to kno why I only have a very small box to reply to with emails. This has only happened since I started having the following message permanently on screen
Loading Standard View ( Load Basic HTML) for SLOW connection.
I have tried many times to click on Standard View. Nothing happens.

Sky - I am bitterly disappointed at the customer service which seems to be non existant.
agedmcse on 01 October, 2009 08:40:19
I have 1 main account and 3 supplementary accounts and all are configured to use Outlook 2007 IMAP,SMTP and SSL using ports 465 & 993. The main account and 2 of the supplementary accounts work fine and mail is delivered without a problem to Outlook. The other supplementary fails to deliver mail that is in the webmail account. If I run a test from within Outlook all is fine and mail arrives in both web and Outlook. However the 30 or so mails sitting on the web server are not being delivered to my Outlook inbox.

Any ideas?
Mic Clark on 15 January, 2010 10:09:43
I am a sky user but have had my e.mail with outlook express. Out of the blue I get a small box titled Windows security with a line in blue saying - logon to pop.tools.sky.com - under that two panels asking for username and password. What is this? I have entered my username and password without success, can you help?
james on 24 January, 2010 15:19:48
Im looking for help. I have the samsung gt2530 tocco lite and im trying to get the right details entered into the phone so i can retrieve my e-mails straight to phone. Can someone please tell me the what to type into the aettings beacuse all i keep getting is NO RESPONSE which keeps poping up. Thank you
Robert on 08 February, 2010 15:32:26
If you can't use the unlock page mentioned above you may well have another course of action. It may be because it requires the original password used when your Sky e-mail address was set up. If you don't have the original e-mail password but can log in online then contact Sky Broadband Help and ask them to synchronise your Sky e-mail account with Google mail (Sky use Google mail for their e-mail). This has worked for me and i have now been able to set up e-mail on my iPhone and PC. Good Luck.
s murphy on 06 August, 2010 16:10:49
been told i need new wiring for telephone and broadband not given a date or will cancle whole agreement by next tuesday 10th august

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