Email newsletter not being received

[MikeSTech]

My wife and I have both opted in to receive the same newsletter, I have a @talktalk.net email address while she has a @Onetel.com one.  I am receiving the newsletters OK but she is not, and they're not going to spam.

I have put details of my wife's email address and of the sender and of the most recent newsletter received (by me) in my personal area for you see.

Please would you check whether it was received by TalkTalk's servers and silently rejected, or rejected with a bounce-back message to the sender, and if so for what reason, and please stop it from being rejected in future.  If it was in fact not received by TalkTalk's servers please also let me know so that I can raise it with the sender.

Please let me know if you need any further information.

Thanks in advance for your help and look forward to hearing further.

[mandisa1-TT]

Hi there @MikeSTech Please ask you wife to contact us so we can complete diagnostic checks, to detect if there is an issue with the email, Email diagnostics can only be completed with the account holder. Thanks
 

[MikeSTech]

Hi @Philile-TT ,

Sorry for the delayed response as I've been away.

The last one she received was nearly a year ago on 14/09/2024 despite being subscribed throughout (and re-subscribed in an attempt to correct the problem).

The most recent one, which of course I have received OK, was yesterday 30/08/2025, from the usual sending address which I put in my personal information page FYI right from the start.

I am having difficulty in understanding why TT has still not been able to give a clear answer to the questions I asked on 14/08/2025 04:43pm so that I can go back to the sender (depending on your findings) to involve them in investigating at their end if appropriate.  For some reason my very clear yes/no questions to TT seem to be rebuffed with another question, often already covered in the thread, which seems to divert away from the key issue - or that is how it comes across to me, which means we never get anywhere!

Thanks for your continued help.

[Philile-TT]

@MikeSTech could you please let me know if your wife was able to receive the newsletter before or it only started recently? 

[MikeSTech]

Thanks @Gliwmaeden2 but unfortunately they haven't gone to spam, these days whenever I check my email I always check spam folders too as a matter of course ;-( .  I suppose they may be being silently blocked, but to me it would seem bizarre if TT's own-generated outgoing emails were rejected or flagged by their own incoming servers destined for a TT user - let's hope that can't happen!

[Gliwmaeden2]

Notifications might turn up in Spam, @MikeSTech.

Unfortunately we are at the end of another week and staff won't be able to follow up before Monday at the earliest. 

[MikeSTech]

Hi nomfezeko-TT, thanks for your suggestions, however you will see if you were to read the whole thread, that since I originally posted on 11-08-2025 eleven days ago, all your suggestions and many more besides have long since been eliminated.

On 14-08-2025 4:02PM your colleague sabelo-TT finally responded with what should have been the answer from your internal findings, however it was somewhat vague about what had been found, not definitive enough, so I asked for clarification at 4:43PM the same day.

So all I am asking for now is a progress update on getting the necessary clarification I asked for over a week ago.

Thanks.

(p.s. I notice today that I am not getting any of the usual email notifications of replies to postings even though the box is definitely ticked, please could that be looked into?).

[nomfezeko-TT]

Thank you @Gliwmaeden2 for illuminating this out. @MikeSTech, thank you for bringing this to our attention, we will try our best to help. I can suggest some steps you can take to troubleshoot the issue with your wife's email not receiving the newsletter: 

-Check Email Filters: Ensure that there are no filters set up in her email account that might be blocking or redirecting the newsletter.

- Add the sender's email address to her contacts to ensure that emails from that address are not blocked.

- If possible, you could try subscribing to the newsletter using a different email address to see if the issue persists.
 

Kindly provide us with feedback once you have tried these steps so we can look into other options to get this sorted or provide with further support. 

[Gliwmaeden2]

@angelique-TT, this is the correct thread for @MikeSTech to receive support for this particular issue. 

Their other topic is about receiving excessively early notification of renewal options. Nothing whatsoever to do with this issue, so the topics should be handled separately. 

[angelique-TT]

Hi there MikeSTech. Kindly post on your original post for further assistance, thanks.
 

[MikeSTech]

Hi again sabelo-TT or kanya-TT,

We're reaching the end of another week with no further response from you, please would you give me a progress update on getting the clarifications I asked for in my message last week Thursday 14-08-2025 4:43PM (on this thread regarding email newsletters, not my other thread about contract renewals).  I was really hoping we might have wrapped this up by now.  Another email newsletter from the same source arrived today (see notes in my personal information area) which I received to my talktalk.net address but my wife has not received to her onetel.com address and which has not gone to spam.

Thanks and regards

[MikeSTech]

Hi sabelo-TT or kanya-TT,

As we reach the end of the week, please do you have the clarifications I requested yesterday at about 16:45?  I was hoping we might wrap this up before the weekend so that I can go back to the newsletter-sending organisation with your findings.

Thanks and regards.

[MikeSTech]

OK sabelo-TT, thanks for your reply, finally.

Just to be clear, so that I can go back to the newsletter sender with accurate information, are you saying:-

(1)  that there is no evidence of these email newsletters to my wife being received by the TalkTalk/Onetel servers at all (which implies that the newsletter sender is not actually sending them specifically to her email address, even though they think they are)?,

OR

(2)  that these email newsletters to my wife ARE being received, scanned and accepted by the TalkTalk/Onetel servers, but for some reason are not reaching my wife's inbox or spam folders (or any other of her folders, for that matter?

It's important that I explain very clearly and accurately what (from TalkTalk's perspective) you think is most likely to be happening here.

I assume that you have completed all the checking you can at this point - is that right?  Over what time window were the records  checked?

Please clarify, so that I can confidently go back to the sending organisation - thanks!

[sabelo-TT]

@MikeSTech, thank you for this as I do understand your concerns about this matter. I have doubled check on my end and can confirm that there are no aspects that we have put in place for you Wife to not receive emails from the newsletter company. With this being said, I will kindly ask for you to reach out to the newsletter company and inform them about this matter. 

[MikeSTech]

Hi sabelo-TT,

Yes I confirm that my wife is subscribed (i.e. opted in) to receive email newsletters from the organisation in question, and it has been like that for many months, years even.

FYI are you aware that your colleague kanya-TT messaged me privately on Monday and I replied privately, so this public channel doesn't show the full ongoing discussion?  However I haven't heard further from kanya-TT since Monday.

Please would you or kanya-tt provide me with a progress update on how it is going with your internal enquiries to get to the bottom of this matter - thanks!

[sabelo-TT]

Hello there @MikeSTech, just to double check, has your wife subscribed her email to the news letters website so that communication will be shared to her email?

[MikeSTech]

Hi Kanya-TT,

Yes, all these things I have checked, on all three platforms - there are no rules or filters or blocked senders, or other settings problems.

This problem is not related to the platform used to view received emails on, my wife's email address is not receiving newsletters from the sender I notified you of in my Personal Information area, nor going to spam, regardless of the way she chooses to view her received emails.

As I asked in my original post, I just need to know from you whether the email from that sender to my wife's email address, sent on the date I notified you of in my Personal Information area, was actually received by TalkTalk/Onetel servers and then rejected either silently or bounced back, and if so for what reason, so that you can correct it in future, or I can inform the sender as to what the need to change to be accepted.   Or, if not received by your servers at all, I need to know that so that I can inform the sender of the issue (perhaps they think they are sending emails to my wife, but in fact are not due to some error in their system setup etc?).

Thanks for your continued help, I look forward to hearing the result of your internal enquiries with your partners, CloudMark etc

[kanya-TT]

But before we can run checks here on our end, can you check the following for me :

1. Microsoft Outlook on Windows

1. Check Junk Email Folder: Ensure that the newsletters are not being filtered into the Junk Email folder.
2. Rules and Filters: Review any rules set up in Outlook that might be affecting the delivery of emails from that sender.
3. Account Settings: Verify that her email account settings in Outlook are correctly configured and that there are no issues with the account itself.

2. Samsung Galaxy Android Email App

1. Sync Settings: Make sure that the email account is set to sync properly. Check the sync settings in the app.
2. Notifications: Ensure that notifications are enabled for the email app, so she is alerted when new emails arrive.
3. Clear Cache: Try clearing the cache of the Samsung Email app to resolve any potential glitches.

3. TalkTalk Webmail

1. Spam/Junk Folder: Check the Spam or Junk folder in the TalkTalk webmail interface for the missing newsletters.
2. Blocked Senders: Ensure that the sender is not on the blocked senders list in her TalkTalk account settings.
3. Email Filters: Review any filters that might be redirecting or deleting emails from that specific sender.

Kanya

[kanya-TT]

Thank you very much, are home at the moment we'd like to run some few checks with you. Kanya

[MikeSTech]

She normally receives her emails by two methods, (1) on her Windows laptop PC via classic Microsoft Outlook, (2) on her Samsung Galaxy Android 'phone using the stock Samsung Email app, but in addition I have also checked her TalkTalk webmail and all three methods reflect the fact that she is not receiving newletters from this particular sender whereas I am (I receive my emails by the same three methods by the way).

[kanya-TT]

Via our TalkTalk website or an email client. Kanya