topic Re: Not receiving emails in Email

Not receiving emails

JaneT0465 — Mon, 22 Jul 2024 18:35:56 GMT

I am not always receiving the emails that I should. This is not a new issue, it has been happening for a while and I have reported it before with no resolution. I can't tell the full scale of the issue but I know I have missed important emails from HMRC, Transport for Wales (ticket bookings), and other reliable websites which I have signed up to receive information from. One has reported to me that their email has been rejected by my mail provider with a "hard bounce". I have also tried to forward emails to myself from the same email address, some have got through to me, others haven't.

This affects all platforms - PC (Outlook), phone (Samsung email app), Talk Talk webmail. There is nothing in my spam folder.

Re: Not receiving emails

Chris-TalkTalk — Tue, 23 Jul 2024 14:31:46 GMT

Hi Jane,

Do you receive any emails from the senders that seem to be blocked?

Chris

Re: Not receiving emails

JaneT0465 — Thu, 25 Jul 2024 19:35:08 GMT

Hi Chris

I thought I replied to this but my reply doesn't seem to be showing ... I'll do it again.

It's difficult to know because I don't know what I'm not receiving!

HMRC - I receive marketing but not emails about my personal account - really irritating. When I signed into my HMRC account this week it said they had been unable to send me emails and I had to re-verify my email address.

Transport for Wales - this is just train ticket bookings, I never received them, I have to photo/screenshot the confirmation so that I know the booking reference.

The website which reported the "hard bounce" - this is a website where I have an account and need to receive messages, I do not receive the notifications of messages waiting for me. It's a real nuisance. I used to also receive marketing from them but I'm unable to sign up for it while the "hard bounce" is in place apparently.

There's another website which I would normally receive an email from most days. Sometimes that suddenly stops, and when I log into the website I discover that something has bounced and I need to re-verify my email.

Personal emails - as already stated, I occasionally forward emails to myself to put them at the top of my inbox for attention. On one occasion I forwarded 2, but only received one. I know of at least 3 individuals who have sent me emails which have not got through to me - 2 have reported bounces, the other simply didn't arrive. I have no idea how many others haven't got through.

Re: Not receiving emails

Gliwmaeden2 — Thu, 25 Jul 2024 19:50:51 GMT

@JaneT0465, if you responded to the notification email it would not show on the thread, and is not received by staff, as it's from a No Reply address.

So always do reply via the thread, as you did just now.

Re: Not receiving emails

Ady-TalkTalk — Mon, 29 Jul 2024 09:58:18 GMT

Hi JaneT0465, I've raised many of these issues and I'm still waiting on a response. I've chased it again today and will provide updates as soon as I hear anything.

Ady

Re: Not receiving emails

JaneT0465 — Thu, 12 Sep 2024 20:03:32 GMT

Hi guys ... is there any update on this yet please, it's been a while now.

Re: Not receiving emails

Ady-TalkTalk — Tue, 17 Sep 2024 12:45:13 GMT

Hi JaneT0465, are still having the same problem?

Ady

Re: Not receiving emails

JaneT0465 — Tue, 17 Sep 2024 12:55:30 GMT

Hi Ady ... I assume so although it's difficult to tell because the problem is that I'm not receiving emails! I'll only find out that I've missed one, if someone tells me they've sent one and I haven't received it. I know I didn't receive a routine database mailing email last week from something I'm signed up for, so I have no reason to think the problem has gone away.

Re: Not receiving emails

Ady-TalkTalk — Tue, 17 Sep 2024 13:12:33 GMT

Could you send me a personal message with the senders addresses that you are aware of please?

Ady

Re: Not receiving emails

JaneT0465 — Tue, 17 Sep 2024 13:27:08 GMT

I'll try but I don't know what addresses some of them would be using (eg HMRC). The problem is also inconsistent in some cases - as previously mentioned I have sent myself 2 messages one after the other - one of them arrived, the other didn't.

Re: Not receiving emails

JaneT0465 — Wed, 11 Dec 2024 20:04:32 GMT

Can you give me an update on this please? I supplied the info requested back in September but as far as I can tell nothing has changed. In addition I have recently had a letter from my pension provider telling me that they do not have a valid email address for me - they do, they have this one - so I guess that means their emails have bounced too.

Re: Not receiving emails

ferguson — Wed, 11 Dec 2024 20:10:08 GMT

I have re-escalated this for you.

Re: Not receiving emails

Ady-TalkTalk — Thu, 12 Dec 2024 07:50:08 GMT

Hi JaneT0465, I must apologise. Your personal message never appeared in the workflow tool we used so I had no idea you'd provided the information. Are the same senders still being blocked now?

Ady

Re: Not receiving emails

JaneT0465 — Thu, 12 Dec 2024 08:18:59 GMT

Difficult to tell - as I've already said, it's not a consistent problem - I have proved that by sending myself 2 emails one after the other, one of them got through and the other didn't. I can't be certain if the same senders are still blocked because I can't tell if they're trying to send me emails. I know at least one has given up until the "hard block" has been lifted. I didn't know my pension provider was blocked until I got the letter through the post telling me they didn't have a valid email address for me. But unless you've done something specific to resolve the problem, I have to assume that the problem is still there.

Re: Not receiving emails

Ady-TalkTalk — Thu, 12 Dec 2024 08:34:03 GMT

I just ran a 30 day scan for your address and the 3 provided. None show any bounced or deferred messages. I can't raise a ticket without evidence I'm afraid. If you can provide examples of sent and no received with error messages I can log a ticket.

Ady

Re: Not receiving emails

TrevorAtNo16 — Fri, 13 Dec 2024 10:39:53 GMT

I had the same problem yesterday, which prevented some 2 stage verifications as did not receive the verification codes. I sent some test emails and got the following response on one sent to my TalkTalk mailbox:

- These recipients of your message have been processed by the mail server:
xxxxxxxx@homecall.co.uk; Failed; 5.3.0 (other or undefined mail system status)
Remote MTA mx003.tt.xion.oxcs.net: network error
- SMTP protocol diagnostic: 550 5.7.1 Message rejected per sender's SPF policy - OXSEU001_514 - https://postmaster-oxseu.vadesecure.com/inbound_error_codes/#_514

Please raise a ticket

Re: Not receiving emails

Ady-TalkTalk — Fri, 13 Dec 2024 10:48:31 GMT

Hi TrevorAtNo16, please start a new topic with as much information as possible and be sure that you've added the affected email address to private notes in your community profile.

Ady

Re: Not receiving emails

TrevorAtNo16 — Fri, 13 Dec 2024 14:20:51 GMT

Hi Ady,
Thanks, I've raised a new topic and added the affected email address to my private notes,
Trevor

Re: Not receiving emails

JaneT0465 — Tue, 17 Dec 2024 09:37:17 GMT

Hi Ady, this is frustrating! It is not easy for me to know when I am missing an email - if I find out at all, it's usually much later when I discover that the email was important. From the ones I'm aware of, there isn't generally an error message, so the sender doesn't know that I'm not receiving the message.

I do know for sure that there were a bunch of emails which I did not receive in April 2024 from a particular website. This was really irritating, it was notifications of messages which were in my inbox on that website, and in the absence of reliable notifications it meant that I had to constantly log into the website to check if I had any mesasges. When I contacted the website about it they said that their system had generated a message 'We were not able to send email to this address because it hard bounced, and will not attempt to send to it again. We will resume email sending to this user if they update their email address.'.

This is obviously not a technical message but one that their system has produced - I have already given you these details in my DM in September.

I am also about to advertise on that site again, but unless you are able to lift the "hard bounce" their system may not attempt to send the notifications anyway so it may not give us any evidence.

Re: Not receiving emails

Ady-TalkTalk — Wed, 18 Dec 2024 08:17:47 GMT

I can't do anything about mail missing from April. I can help with mail bouncing in the last 30 days but that doesn't mean you'll receive it, it will still need to be resent by the original sender.

Ady