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Certain emails not arriving from providers not being arriving : Tiscali

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20 REPLIES 20
G_R_UK_T4LK2M3
Wizz Kid

I've noticed this I do not know when it started the two I have noticed are HP Instant Ink notices including updates on ink shipments when low on ink and when out of print credits for the month which resulted in August bill being very high. I've also now noticed this has impacted Ali Express emails not being delivered to me this includes order updates and order confirmations. HP has since moved this to my mums TalkTalk and these have seen been working. We should not have had to do this to get emails through. However this will not fix Ali Express and it really was only a work arround for HP Instant Ink.

 

Who knows what other emails have not been delivered to me but a majority of what I expect to see does come but I am seeing a lot of spam too in the last month or so it's more than ever. So what is happening?

 

Before I am asked these, no I have not set any filters up and no I do not use the webmail client I use the Windows Mail app on Windows 10 so I would not have changed anything on the account to cause this.

Gondola
Community Star

Hi @G_R_UK_T4LK2M3

 

The HP Instant Ink emails being delivered to a talktalk.net mailbox shows that the network filters are not blocking those emails.

 

Your tiscali mailbox could be blocking or filtering or redirecting the incoming messages.  The first check to do is check the Tiscali mailbox is working ok. Sign in here and send a test email from the Tiscali mailbox to itself or to test-mail@talktalk.net to make sure the mailbox sends and receives a message.

 

Then disable Filter rules:

  • Select the main menu (triple line icon on the blue header, RHS)
  • Select Settings
  • On the left panel select Mail (or Email)
  • Select Filter Rules
  • If there are any rules listed just select Disable
    (this temporarily removes any filtering of the incoming messages)
  • If there's any Auto forward set up then untick Enable
    (this temporarily removes any Auto forward of the incoming messages)

Let us know what you find.  Particularly if there is a Blocked Senders Filter carried over from the previous Tiscali webmail.

 

Check your Community Profile Personal Information (Click here) includes your name, current TalkTalk landline 'phone number and an alternate number (mobile recommended) and address with postcode (location). Add, then scroll down and add the tiscali email address to Private notes and save changes. The TalkTalk Community Team OCE will then be able to link to your TalkTalk service account and refer to the Tiscali account if further investigation is needed.

 Gondola - Volunteer 2017-2020

To appreciate my help . . . If I offered a solution Best Answer

G_R_UK_T4LK2M3
Wizz Kid
I know emails are sending and recieving just fine from Tiscali mail do this often from both the Windows Mail app and another different mail app on my phone. It is working ok it just happens with HP Instant Ink on Tiscali along with Ali Express it could be happening to Quidco notifications of cashback tracking too. I never set any blocked senders filter why would I block HP , AliExpress and possibly Quidco mail?
Gondola
Community Star

Hi G_R_UK_T4LK2M3 

 

All we'd like you to do is sign in to the Tiscali Mailbox here and confirm there's no unexpected mail filtering including blocking or redirection of messages.

 Gondola - Volunteer 2017-2020

To appreciate my help . . . If I offered a solution Best Answer

G_R_UK_T4LK2M3
Wizz Kid

As suspected no rules were setup auto forward was not enabled.
Blocked senders filter was enabled with a long list which I just searched through no HP no Ali Express were on this list. I don't even remember adding any of these to begin with. Does TalkTalk have an ongoing list of what to block?

Still this doesn't fix the HP / Ali Express problem I will be placing an order with Ali Express soonish but I can not see how this will impact incoming mail from these two.

 

 

notice.aliexpress.com have not been recieved recently last emails were in July but I had not placed any orders until this week just gone. These include payment confirmation mail, order confirmed, despatch mail, messages from stores on Ali Express.

 

email.hpconnected.com seems I've not had any for the whole of 2019 I am not certain of this but I do know I have not had any since the start of the summer as a result overcharged one month as missed alerts about printing credits usage.

 

Have these been flagged by TalkTalk as spam at some point? I can not see these providers in my filters and do not even ever remember adding providers to a blocked list. These are not showing in the blocked list so what has happened?

Gondola
Community Star

Hi G_R_UK_T4LK2M3 

 

If you've found you do have a Filter Rule i.e. the Blocked Senders Filter and particularly if you don't remember marking emails as Spam on the former TalkTalk Webmail then my advice is to use the dustbin icon for the Blocked Senders Filter and trash the filter completely.

 

It's probably not working as expected and most likely out of date so ineffective.

 

Blocked Senders Filter - Delete.png

 

Then having cleared the Filter Rules you're sure that your TalkTalk Mailbox is not blocking or redirecting the incoming messages.

 Gondola - Volunteer 2017-2020

To appreciate my help . . . If I offered a solution Best Answer

G_R_UK_T4LK2M3
Wizz Kid
I will see when I place a new order on Ali Express but those email address were not on the list. I'm sure I have nothing set that would cause this and have checked multiple times. I have now deleted the rule completly.
Gondola
Community Star

That should do the job.

 

Let us know if you can now receive messages from all of the senders you mentioned.

 

Heads up that if you have been (inadvertently) blocking senders and they've received bounceback error messages indicating your mailbox is unavailable then they usually remove your email address from their lists. So you may not receive all expected messages until you reregister.

 Gondola - Volunteer 2017-2020

To appreciate my help . . . If I offered a solution Best Answer

G_R_UK_T4LK2M3
Wizz Kid
Well like I've said I didn't add these senders to any block list I should not have to reregister if I do it is down to something TalkTalk had changed. These providers were not on the list either so that shouldn't be an issue, I copied the list and pasted to work and did a search.

HP has already changed it from my email to my mums so I would not know how that has been impacted however I will be able to check Ali Express.

What I have noticed is this morning we placed an order on my mums email with Sky Store they said an email confirmation would be sent this was an hour ago and not had one. Could it be when TalkTalk migrated all existing accounts that certain things were not migrated as expected?
Gondola
Community Star

TalkTalk didn't set up the Blocked Senders Filter. You did.

 

You created and added to the Blocked Senders Filter on the former webmail platform every time you marked an email as spam.

 

Anyway, old history, as you've now deleted the Blocked Senders Filter.

 

The bit about reregistering is just to advise that some senders will remove your email address if they've got a bounceback non-delivery as a result of the Blocked Senders Filter. Just saying so you're aware of why you may not be receiving some messages.

 Gondola - Volunteer 2017-2020

To appreciate my help . . . If I offered a solution Best Answer

G_R_UK_T4LK2M3
Wizz Kid
I hardly ever used the website, as said before I use the Windows mail application at the moment and before that Outlook and on my phone BlueMail and when I did mail by website it was always mail2web. Unless certain background tools picked up on known senders who were considered spam.

As for my mums talktalk no filter exists. not sure why the sky store email confirmation has not been delivered to that account.

I will continue to monitor both but as far as I'm now aware the only problem with the inbox before tested again remains to be Ali Express as HP have now moved the inbox to my mums TalkTalk account instead.

Once I've placed an order with Ali Express I will check to see what happens.
G_R_UK_T4LK2M3
Wizz Kid

Still not fixed. Ali Express order confirmations missing 3 orders placed no emails still delivered. Quidco too four cashbacks tracked but no emails to say they have tracked.

 

I know the emails do work from these two for other parts of the business as I've had Ali Express marking emails today and before today I had when I withdrew funds from Quidco confirmation emails for this too.

 

 

@Notice.aliexpress.com, @email.hpconnected.com and @em.quidco.com

 

All not being delivered. I am unsure what other providers maybe not being delivered but I do know these are not coming through.

 

Quidco last in July 2019

Ali Express last in July 2019

HP last in December 2018

 

I've not blocked any emails in 2019, I've only been using Windows Mail in 2019 and for much of 2018 too and probably much of 2017 as well. I have not had time to make changes this year and have realized HP too late to be overcharged in the summer for printing credits.

 

I'm not sure what other providers are failing to deliver mail on my Tiscali mail account but these three are certainly not been working did anything change in July 2019? As this is when certainly at least two different senders have failed to send emails from certain domains.

G_R_UK_T4LK2M3
Wizz Kid
Please can this be looked into, it certainly remains an issue. With Quidco, Ali Express and HP. Also activated some job alerts on Monday night and they are not showing in my inbox.
Community Team

Hi G_R_UK_T4LK2M3,

 

Apologies for the delay, I'll pass this over to our network team for investigation 


Chris

Community Team

Hi G_R_UK_T4LK2M3,,


Can you just confirm that the email address in question is the one that you registered on the Community with?

 

Can you also confirm that you checked both the spam and the trash folders in webmail for the missing emails (apologies if you've already confirmed this in the thread)

 

Thanks

Chris

G_R_UK_T4LK2M3
Wizz Kid

Yes

and

Yes

 

 

Yes to both, I can confirm.

 

Really not sure what is happening had this email account since we first joined Tiscali a very long time ago.

Community Team

Thanks, I've raised the fault ticket for you. Please let us know how you get on. 

G_R_UK_T4LK2M3
Wizz Kid
What is the status of the ticket please? Or can I check this myself on a page somewhere? Thanks.
Community Team

There's been no update yet. The ticket is currently in the queue for the email admins. 

G_R_UK_T4LK2M3
Wizz Kid

thank you, had a phone call today. awaiting solution.

 

Seems certain email address are getting through but those email address that are it seems certain emails from the same address with different hearder are not being delivered.