topic Re: Emails Not Being Received in Email

Emails Not Being Received

jerryf — Thu, 11 Jul 2024 13:15:18 GMT

Recently we have received letters from Virgin Money and Aldermore Building Society saying that they have tried to contact us by email and received an undeliverable email response.

This is a problem as both messages were regarding investment changes and postal delays could mean we miss vital notifications .

The senders were:

services@aldermoresavings.co.uk

savings@savingsemails.virginmoney.com

There are several other posts regarding undelverable emails so are ours part of a wider issue with TT email service?

Re: Emails Not Being Received

Ady-TalkTalk — Mon, 15 Jul 2024 08:02:17 GMT

Thanks Jerryf, I've added you to the list of those not receiving normally good safe mail.

Ady

Re: Emails Not Being Received

jerryf — Mon, 19 Aug 2024 07:51:32 GMT

Have just received another letter from Virgin Money stating that they had tried to send an email to me but it wasn't delivered.

Can anyone confirm that savings@savingsemails.virginmoney.com has been added to TT's mail servers safe senders (white) list.

Thx

Jerry

Re: Emails Not Being Received

Ady-TalkTalk — Tue, 20 Aug 2024 06:01:36 GMT

Hi Jerry, we don't have a whitelist. I'm running some 7 days checks against the sending address and will post back with the results.

Ady

Re: Emails Not Being Received

jerryf — Tue, 15 Oct 2024 15:28:50 GMT

Just received further letters from Virgin Money stating they had tried to contact me via email but their message was returned undelivered - again!

So I decided to raise a formal complaint regarding TTs unreliable email service following the stated format and contact details (concerns@talktalkplc.com)

The response (automated I suspect) included the suggestions below. As I had already raised a post previously on the Community email forum without resolution I tried the "talktalk.help/chat" link which took me straight back to the usual support page and Community forums with no obvious "chat" option.

To say I am becoming frustrated is an understatement. Who or how do I get someone to ensure that my emails from Virgin Money and other valid (& safe) email addresses are actually delivered.

If this issue cannot be resolved then I will take the matter to the appropriate Ombudsman.

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Re: Emails Not Being Received

Ady-TalkTalk — Wed, 16 Oct 2024 09:19:33 GMT

Hi jerryf, I've asked the team to run another chekc for you.

Ady

Re: Emails Not Being Received

jerryf — Fri, 15 Nov 2024 17:09:54 GMT

This is a reply to my own email post on 15-10-2024 in case anyone has suffered similar problems.

Having raised a formal complaint to try and resolve undelivered email problem the complaints process worked reasonably well.

Unfortunately, the last successful email I had received was too old for TT to track it in their systems to see what might have occurred.

I subsequently contacted Virgin Money tech team and discovered that to my surprise emails to my TT account from Virgin Money's "savings" sender address had been blacklisted as being spam by the receiving system/me. Told Virgin I was les than impressed given that the reason for undelivered emails was their own system, but they could not identify the specific email that had been marked as spam.

Given the undelivered "savings" emails were specific to my account and not general promotion stuff it is unlikely that I would mark such

emails as spam.

I subsequently checked with Aldermore which had also been having emails returned as undelivered. Turns out that the cause was the same as with Virgin - my recipient TT address was again blackilisted as spam.

I think it very unlikely that I would have identified two different personal email sources as spam but nobody seems able to confirm the actual cause.

So if other TT users are experiencing similar issues I suggest it is worth checking with the sender if their recipient TT address has been blacklisted.

Re: Emails Not Being Received

Ady-TalkTalk — Mon, 18 Nov 2024 08:37:52 GMT

Hi jerryf, I've asked the team to investigate this again for us. I'll post back as soon as I know more.

Ady