topic Re: Failure to receive emails from reputable sources in Email

Failure to receive emails from reputable sources

bitbucket9 — Tue, 23 Apr 2024 13:52:01 GMT

When the organizations listed below send me individual emails (e.g. that there is a statement ready to read) I receive the emails correctly into my TalkTalk email account.

When they send bulk emails (e.g. change of terms and conditions) the emails obviously get bounced because I receive letters through the post telling me that my email address is invalid and can I please correct it? This is not connected solely with my email as my wife has the same issue with her TalkTalk email.

Could you please stop blacklisting/bouncing bulk emails from the following organizations?

Lloyds Bank

Halifax Building Society

Coventry Building Society

(and any similar organizations?)

Re: Failure to receive emails from reputable sources

Ady-TalkTalk — Wed, 24 Apr 2024 05:17:53 GMT

Thanks bitbucket9, we have an open incident for this issue. I'll provide updates as soon as I hear anything.

Ady

Re: Failure to receive emails from reputable sources

Ady-TalkTalk — Wed, 24 Apr 2024 08:18:40 GMT

I'm told the original issue is now resolved. If you're still having problems please let me know.

Ady

Re: Failure to receive emails from reputable sources

bitbucket9 — Wed, 24 Apr 2024 08:43:42 GMT

Thanks Ady.

I will report back if this happens again.

Re: Failure to receive emails from reputable sources

Ady-TalkTalk — Wed, 24 Apr 2024 11:28:54 GMT

Thanks bitbucket9.

Ady

Re: Failure to receive emails from reputable sources

BTFan — Thu, 25 Apr 2024 07:55:32 GMT

The problem is not fixed.

What is going on?

Re: Failure to receive emails from reputable sources

Ady-TalkTalk — Thu, 25 Apr 2024 13:47:50 GMT

Hi BTFan, you've not yet provided the affected sending domains. If you do I can get them checked for you.

Ady

Re: Failure to receive emails from reputable sources

BTFan — Fri, 26 Apr 2024 07:07:18 GMT

I don't know the domains of the un-received e-mails because the e-mails were not received.

The domains that I sent my e-mails to are ' thevillage-garage.com' and 'aib.co.uk'

I have been receiving e-mails from these domains perfectly well in the past until this TalkTalk problem emerged.

I don't know if I have not been receiving other e-mails but in the above two cases I had to call the companies to ask why I have not received a reply and they said their e-mail bounced.

This problem is not new and other domains bounced back last year but currently seem to be OK.

It would be good if an explanation of the problem was given instead of references to "reporting the incident"

Re: Failure to receive emails from reputable sources

Ady-TalkTalk — Fri, 26 Apr 2024 07:12:08 GMT

Are they both still unable to send since 1:30pm yesterday.

Ady

Re: Failure to receive emails from reputable sources

Ady-TalkTalk — Fri, 26 Apr 2024 07:16:35 GMT

I've asked the team to review the 2 domains to make sure we're not blocking them.

Ady

Re: Failure to receive emails from reputable sources

bitbucket9 — Tue, 04 Jun 2024 10:26:37 GMT

This issue has NOT been fixed. My wife and I have a joint account with Lloyds bank and we both have TalkTalk.net email addresses. Yesterday we both received letters saying that emails to our addresses had been bounced. The information that would have been in the email was included in the letters and was something that would have been sent to all holders of the account type in question - presumably a large number of people.

I assume that either the large number of emails in one go is being treated as spam or your system just can't handle the numbers. Either way please get it sorted.

I reiterate that emails informing me that monthly statements and message are available to view are received without problem from both Lloyds and Halifax (part of the same banking group so, unsurprisingly, their bulk emails get bounced as well).

Re: Failure to receive emails from reputable sources

Ady-TalkTalk — Wed, 05 Jun 2024 05:58:45 GMT

Thanks for letting us know. Just to be clear you have been receiving mail from LLoyds since the last issue, but an email sent to all customers in bulk has been identified as spam and rejected?

Ady

Re: Failure to receive emails from reputable sources

bitbucket9 — Wed, 05 Jun 2024 09:20:34 GMT

Hi Ady,

I haven't received any 'individual' emails from Lloyds recently but I have continued to receive monthly emails from Halifax saying that my statement is ready. Given that Lloyds and Halifax are the same organization I am certain that this is purely a problem with the bulk emails.

Re: Failure to receive emails from reputable sources

Ady-TalkTalk — Thu, 06 Jun 2024 08:14:38 GMT

I've got a couple of similar issues already raised to the incidents team. If I get more reporting Lloyds I'll get another incident raised for Lloyds too.

Ady

Re: Failure to receive emails from reputable sources

bitbucket9 — Thu, 06 Jun 2024 17:12:57 GMT

@Ady

Why do you need more reports of failures for Lloyds emails before you raise an issue? I have just reported that nothing has changed - any bulk emails from Lloyds get bounced. I feel that rather than posting here I would be better spending my time migrating away from TalkTalk email addresses to use non-ISP ones; I would then no longer be tied to TalkTalk (who I have used since the days of Tiscali dial-up).

Re: Failure to receive emails from reputable sources

trickybottom — Sat, 08 Jun 2024 10:47:44 GMT

I am also experiencing a smilar problem I now suddently do not receive emails from my boss which is proving to be a major problem as you can imagine, my daughter who also works for them is also now not receiving emails aswell. My employer has over 200 members of staff and we are the only two who are expieriencing this problem

Re: Failure to receive emails from reputable sources

Ady-TalkTalk — Tue, 11 Jun 2024 05:54:44 GMT

Hi bitbucket9, a single non receipt of generic mail will be prioritised as low whereas a multi user incident will be investigated immediately.

I'll now raise a single ticket for you. Please provide the sender email address.

Ady

Re: Failure to receive emails from reputable sources

bitbucket9 — Thu, 18 Jul 2024 09:46:38 GMT

Another letter from Halifax yesterday saying that their email to me had bounced. This was a mass emailing regarding a change to the account - the monthly email to say that the account statement arrived in my inbox (as usual) a few days ago. So there is still a problem with Halifax/Lloyds.

Re: Failure to receive emails from reputable sources

Ady-TalkTalk — Thu, 18 Jul 2024 13:07:39 GMT

We're investigating this at the moment. Hopefully, they'll be getting it sorted soon.

Ady

Re: Failure to receive emails from reputable sources

bitbucket9 — Thu, 26 Sep 2024 16:33:07 GMT

Same thing again today with letters from Lloyds Bank saying that they're emails to my wife and I had been bounced. Given that this was to inform us that the local branch is to close the number of recipients would have been lower than when they email every account holder about a change in terms and conditions. I'm still receiving without problems the monthly emails from Halifax (the same organization) to say that a statement is ready to view.