topic Re: Legitimate emails sent to spam folder in Email

Legitimate emails sent to spam folder

aircraft — Tue, 06 May 2025 19:01:09 GMT

Hi,

I have a problem where a lot of my incoming emails are being sent to the spam folder. None of these are actually spam. I have Thunderbird set up on my computer to collect my mail from Talktalk but it will only get mail from the Talktalk inbox. I keep having to log into talktalk webmail just to move my mail from Spam to Inbox.

Can you either fix your spam filtering or disable it please?

Re: Legitimate emails sent to spam folder

KeithFrench — Wed, 07 May 2025 10:07:25 GMT

Thunderbird needs to train its SPAM filter with your help. Have you configured the spam options in Thunderbird? If not (the locations may be slightly out of date), go to:-

Account Settings from the hamburger menu, and then Options > Account Settings & go into the Junk Settings for the account:-

Junk settings

Next go to:-

Settings Cog > Privacy & Security > Junk

Set these as shown:-

More junk settings

The filter must learn what is junk, for a while it will be necessary to right click each or select multiple junk emails in the inbox & mark it As Junk. If it is wrongly placing emails into the Junk or Spam folders, right click them & mark them as NOT Junk.

Re: Legitimate emails sent to spam folder

aircraft — Wed, 07 May 2025 11:19:57 GMT

Thank you for trying to help. However, you have slightly misunderstood. The emails are being directed to the Spam folder on my Talktalk email server, not when they arrive at my computer in Thunderbird. Since I can't collect the mail from the Spam folder, I have have to login to Talktalk webmail, manually move the emails in the spam folder to the Inbox and then tell Thunderbird to get them.

So the problem is Talktalk putting legitimate emails in the Talktalk Spam folder that I need a solution to.

Re: Legitimate emails sent to spam folder

KeithFrench — Wed, 07 May 2025 12:52:02 GMT

Go into webmail and set up an access list that allows genuine ones. Not ideal, but I have found it works.

Re: Legitimate emails sent to spam folder

aircraft — Wed, 07 May 2025 15:29:42 GMT

Thank you for the suggestion but it doesn't really solve my problem. I could add hundreds of addesses to an access list but I would still have to check the webmail Spam folder every day in case an important email gets sent there from a new address. But thaks for trying!

I would like someone from Talktalk to switch of sending emails to the Spam folder. I rarely get spam and literally none of the emails sent to the Spam folder are actual spam. It's just a pain in the *@#][!![]'#[@#]!*.

Re: Legitimate emails sent to spam folder

KeithFrench — Thu, 08 May 2025 07:41:45 GMT

OK, no problem. I have previously escalated a couple of identical cases to the TalkTalk support staff on the forum, but as yet, I have not seen any resolution. Hence, why I suggested that workaround. I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday), excluding Bank Holidays, but if more urgent, you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

Re: Legitimate emails sent to spam folder

aircraft — Thu, 08 May 2025 07:44:13 GMT

Thank you!

Re: Legitimate emails sent to spam folder

Philile-TT — Fri, 09 May 2025 07:00:24 GMT

Hi @aircraft checking if you called in to have the issue resolved?

Re: Legitimate emails sent to spam folder

aircraft — Fri, 09 May 2025 09:07:08 GMT

Do you mean have I telephoned Talktalk support? God no! LIfe's not worth living if you do that.

Can you fix my problem? Can you switch off spam filtering on my account at least?

Re: Legitimate emails sent to spam folder

Philile-TT — Fri, 09 May 2025 09:18:19 GMT

No worries, I will check it on my side. Are you currently at home?

Re: Legitimate emails sent to spam folder

aircraft — Fri, 09 May 2025 10:15:09 GMT

Yes.

Re: Legitimate emails sent to spam folder

Philile-TT — Fri, 09 May 2025 10:32:25 GMT

Can you check your TalkTalk Internet access for me now and let me know if it works? You can do this by trying to reload the site or application you were experiencing problems with, or trying to search for something on the Internet.

Re: Legitimate emails sent to spam folder

aircraft — Fri, 09 May 2025 10:47:10 GMT

Yes, it woks fine. But what has that got to do with my emails going to the Spam folder?

Re: Legitimate emails sent to spam folder

Philile-TT — Fri, 09 May 2025 11:02:37 GMT

I am currently completing diagnostics test on your emails hence the question. I need to know what device are you using when accessing your email?

Re: Legitimate emails sent to spam folder

aircraft — Fri, 09 May 2025 11:30:30 GMT

I access the Talktalk webmail with my iphone. I download emails to my PC with Thunderbird. But the problem is mail going to the talktalk webmail spam folder. Unless I manually move those emails to the talktalk inbox, my PC can't download them.

Thanks.

Re: Legitimate emails sent to spam folder

Philile-TT — Fri, 09 May 2025 11:34:02 GMT

Can you tell me the version of the operating system on your devices used?

Re: Legitimate emails sent to spam folder

Billx — Fri, 09 May 2025 14:02:35 GMT

Since the OP is using a PC, I would assume the OP is using a later version of Windows, which automatically updates itself to the latest version.

Bill

Re: Legitimate emails sent to spam folder

aircraft — Fri, 09 May 2025 14:24:26 GMT

iOS 18.4.1 on iphone and Windows 10 on PC.

But you asking me about operating systems shows me that you don't understand my problem.

To restate, when email for me arrives at talktalk's email server, legitimate emails are being placed in the Spam folder. That is without any interaction from me. I want talktalk to stop doing that and just put all my email in the inbox. This either requires a fix to spam filtering or to switch off spam filtering for all the mail boxes on my account.

Do you understand that?

Re: Legitimate emails sent to spam folder

Philile-TT — Fri, 09 May 2025 14:27:46 GMT

I understand, the questions that I am asking you are part of the checks that I am conducting, and these are questions that the system want to know so that we can get to a resolution.

Re: Legitimate emails sent to spam folder

Philile-TT — Fri, 09 May 2025 14:29:37 GMT

Could you please tell me the last part of your email address? This is the section after the @ symbol.