New Outlook authentication failure for bigpond.com email

Question

New Outlook authentication failure for bigpond.com email

Julanne 0

Bigpond.com email has been working in the new outlook from my desktop for quite some time, until yesterday. Yesterday I was using it and it asked me to log in. I did so and it failed. I then went through the process of deleting the account then adding a new account via settings. No amount of manual set up using all the correct requirements for a bigpond.com account worked. I even used the app specific password, didn't work. What could possibly have changed in 24 hours that means bigpond.com email no longer works in the new outlook. Works in Outlook Classic!

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Answer 1

Chloe-V 13,270 Microsoft External Staff Moderator

Hi @Julanne

I understand how frustrating this must be, especially since your BigPond account was working in New Outlook until yesterday.

Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas only.

Since the account still works in Outlook Classic, your mailbox and password are likely still valid. This may be a temporary authentication or compatibility issue between New Outlook and BigPond/Telstra.

Please make sure that New Outlook and Windows are fully updated, then generate a new app-specific password from your Telstra account and try adding the account again. If it still cannot be added, I recommend continuing to use Outlook Classic temporarily and contacting both Telstra and Microsoft Support with the exact authentication message shown in New Outlook.

Thank you for your understanding.

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Chloe-V 13,270 Reputation points Microsoft External Staff Moderator

2026-09-16T23:33:03.1133333+00:00

Hi @Julanne

May I know if you have got any chance to check my answer? I am glad to help if you have any other questions.
Julanne 0 Reputation points

2026-09-17T00:21:12.87+00:00

@Chloe-V i had to walk away. Will go back to it later. Thank you for your response. I will contact msft support because I spent an hour with Telstra yesterday. The email account is working as it should just not in the new outlook. Works everywhere else.
Chloe-V 13,270 Reputation points Microsoft External Staff Moderator

2026-09-25T00:07:59.2966667+00:00

Hi @Julanne

I apologize for the delayed response, and thank you for the update. I understand how tiring this must have been after already spending an hour with Telstra.

Since your email works normally everywhere else and the issue only occurs in New Outlook, contacting Microsoft Support is the appropriate next step. I hope they can help resolve this soon.