There can be no doubt that emails sent to my address on 'talktalk.net' are not being received by me. I've checked my PC (on which I use Thunderbird), my mobile phone and webmail on the Talktalk site. I've asked the senders to direct the same emails either to my gmail.com or btinternet.com addresses and the messages are immediately delivered OK. This has happened - I know - on at least 3 occasions - all critical to me. Also emails have arrived several days after being sent to me. There is no way I can know how many emails have disappeared. I can have no confidence in the service!
I know that Talktalk has been in the process of upgrading email; is this responsible for the breakdown in reliability?
How do I get this sorted out?
It has been known for this very situation to happen when a customer's mailbox is full, when the email address and or the sender's email address is included in the Blocked Senders Filter that's part of the mailbox filtering on the old Webmail platform or the sender's previous emails have been marked as Spam.
Worth checking a few things when signing in to TalkTalk Webmail for the email address that's having problems.
To delete an email address from the Blocked Sender's Filter on the classic TalkTalk WebMail platform:
To check the Auto-forward
If both of those check out ok and the email isn't in the Trash folder then check your devices to see if any are set up as default pop3 accounts that will download and delete the emails from the Inbox. Or they could be set up as pop3 accounts that never delete email which will cause the mailbox to fill up over time.
If you fail to find the cause quickly then please check your Community Profile Personal Information (Click here) includes your name, address, current TalkTalk landline 'phone number and an alternate number (mobile recommended). Add or amend if needed, then scroll down and add the email address in Private notes and save changes. The TalkTalk Community Team OCE will then be able to link to your TalkTalk email mailbox and check it over.
...pop3 devices? And have you checked if there's an error message when you send a test email from another email account under your control?
Address in Private notes?
The Team will check for corruption of the email account, run a repair job if needed and see if it can send and receive ok to and from a test account.
Clarity is good. Does that mean the test email was received and most other emails are received?
Looking more like specific senders are Spam blocked. If lots of reports are made of Spam then Cloudmark blocking filters will be activated.
Put the example sender addresses in Private notes so the admins can check them.
I've deleted the email addresses from public view to avoid them being targeted by spammers or having their email addresses spoofed by spammers.
Please only put them in your Community Profile Personal Information (Click here) in Private notes (with a note) at the bottom of the page and save changes.
Can i ask have you reset your email password recently, if not can i suggest that you reset your email account password you can do this via myaccount and then reset and see how it goes after that.
Stephen, Community Manager
Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.