Email not arriving to Tiscali addresses

[jbuchanangb]

Some emails are not making it through to either my or my wife's Tiscali addresses. One sender sent to both addresses earlier today, and messages not received in either box. Sender sent a test message to my Hotmail address and it was OK. I sent a test message from my Hotmail to my Tiscali. It has not arrived after several hours. I have sent a test message from my Hotmail to my TalkTalk address, it has arrived OK.

I have tried a test from my TalkTalk to my Tiscali and that arrived OK.

Something is not right out there.

I have now sent test messages from my GMail account to each of my Tiscali & TalkTalk accounts. Arrived at TalkTalk, not at Tiscali.

[Bruce-WH]

I have still not received any emails from Gmail or hotmail accounts, including a fresh one that I sent at 11.51 from an account that uses Gmail.
Also, the note that this applies to all accounts using Microsoft email services appears to be true - I have not received emails from our local primary school who use Microsoft services for email.

[Michelle-TalkTalk]

Good afternoon,

Just checking back in to see how you're getting on?

Thanks

Michelle

[Michelle-TalkTalk]

Hello again,

Latest update: 10:53am 11th November 2024

Our engineers have fixed this issue and all impacted customers will start to see their email service working as it should. There may still be a delay in this as the email service fully resolves and we will continue to monitor this. We'd like to apologise for any inconvenience caused during this time. 

Michelle

[Michelle-TalkTalk]

Thanks again @jbuchanangb  I've fed this back now. Please keep me posted and I will also let you know if I hear back first.

Michelle 🙂

[jbuchanangb]

Hotmail was affected. It seemed that any Microsoft owned domain, or where the originating domain was using a service from Microsoft was affected. As a former Community Star and longstanding Community member with extensive email experience I tried to help a bit. The most frustrating thing was dealing with the online chat - you can see my edited highlights upthread. Gmail seems to retry for at least 48 hours to get things through, I have received four "delayed" notifications from my test message sent at 16.48 on Friday. I will update when either a test message is delivered, or another "delayed" message shows up.

[Michelle-TalkTalk]

Thanks @jbuchanangb I've also asked the team to confirm this as I think there may be a delay in emails filtering through following the fix this morning. Was Hotmail also affected for you too?

I noticed that you've been helping a lot on other threads over the weekend so thanks for your support with this 🙂

Michelle

[jbuchanangb]

I have just sent two test messages, one from Hotmail to Tiscali, and one from Gmail to Tiscali. The one from Hotmail has arrived promptly. Still waiting for the one from Gmail. Will update in due course.

[Michelle-TalkTalk]

Morning all,

I'm sorry for the delay. This has been investigated and a fix was applied this morning. Would you all mind retesting and confirming if everything is now ok please?

Many thanks

Michelle

[jbuchanangb]

No-one at TalkTalk has yet admitted they have a problem. Several users have trudged through the treacle which is TalkTalk's online support chatline to report the problem. According to Community policy, each user should "Start a Topic" to raise this issue for themself. So, if you haven't done so already @TonyO2 and @Satty1 please do that to add to the long list of disgruntled users.
The chatline agents are so focussed on solving rudimentary end user problems, that they have no ability at all within their narrow parameters, to conceive that TalkTalk's entire network might be broken.

[TonyO2]

Hi,

I have exactly the same problem. All messages that I send from various hotmail accounts are not reaching the tiscali inbox. After 24 hours I get a notification from hotmail to that affect. Says I should contact my server and gives a lot of data for information. I can send from Tiscali to hotmail, but not reply. What is my next step please? I'm worried that I might be missing other important mails

[Satty1]

so is something being done this is a real pain,very quiet at talk talk end

[Bruce-WH]

I went through the same nonsense on Friday afternoon on webchat, with 5 different agents, for 2.5 hours, finally persuading an agent to raise a complaint!
I think I can be fairly accurate about the time this started. The last gmail/hotmail email I received ok was 10.35 am on Thursday 7 Nov. I am sure I would have received others later that morning.
Hopefully Tiscali engineers can resolve this quickly today, before the gmail re-send time runs out.

[jbuchanangb]

For all your added entertainment I thought I would post you the edited highlights of my chat with TalkTalk yesterday between about 9.45am and 10.45am.

---

Me: Please focus your attention on why Tiscali.co.uk is failing MTA-STS validation
Agent: To begin Could you please let me know which internet connection you are using to contact with us?
Me: TalkTalk Home Internet connection.
Me: Please focus your attention on why Tiscali.co.uk is failing MTA-STS validation
Agent: I need to know what device are you using when accessing your email?
Me: Personal Computer
Me: Please focus your attention on why Tiscali.co.uk is failing MTA-STS validation
Agent: I need to know the operating system on your PC while accessing your email?
Me: I am using a Dell Inspiron 3881 running Windows 11 and a Qualcomm QCA9377 Wireless Network Adapter with Sagemcom FAST 5364 router.
Me: None of these questions are relevant to why Tiscali.co.uk is failing MTA-STS validation. Have you contacted your network team to ask them that question?
Agent: Now can you please provide the part of your email address that is before the '@' symbol?
Me: The part of my email address before the '@' symbol is <redacted>
Agent: Apart from the issue failed MTA-STS validation, you or your wife are only not able to receive the mail on your tiscali account, right?
Me: We can still receive email on our tiscali accounts, but have identified, using test messages as I explained earlier, that when the originator is using a domain owned by Microsoft (Hotmail.com, outlook.com etc.) or Google (e.g. Gmail) the mail is blocked in the network with the reason apparently related to Tiscali.co.uk failing MTA-STS validation
Agent: are you able to access their TalkTalk email account through https://apps.talktalk.co.uk/appsuite/?
Me: I can access both tiscali email accounts and my talktalk email account using the webmail interface.
Agent: Can you provide the date and time when this issue first occurred?
Me: I became aware of the issue about 12.30 yesterday 8 November when someone who had sent me email phoned to discuss the content of their email. They had sent the message to both my and my wife's addresses. It had not been received in either mailbox. The caller then sent a test message to my Hotmail account, which arrived. So later on about 2pm I sent test messages as previously described.
Agent: Also now can you please tell me which browser or web browser that you're using?
Me: I am using Google Chrome Version 130.0.6723.117 (Official Build) (64-bit)
Me: None of these questions seem relevant to why Tiscali.co.uk is failing MTA-STS validation. Have you contacted your network team to ask them that question?
Agent: Yes and for that our team will be investigating further as to why is this issue going so that we can get this resolved with the best outcome. So what best I have done is for you, I have specially gone ahead and escalated this for you to my case manager and they will be working on your concern and will contact you within 24-48hours with the solution, so you can be assured as I have done everything from my end for you and have taken care off everything.

---

I rest my case.

[jbuchanangb]

Gmail is helpfully retrying to send the test message which I originated at 16.48 on 8 November, and has now sent me no less than four reports that the message is delayed, but it is still trying. It will retry for 20 more hours. As before the problem is:

The MX host does not match any MX allowed by the STS policy. For more information, go to https://support.google.com/a/answer/9261504

[jbuchanangb]

Hello @Tisccom and @Simon-on-Tiscali - in accordance with Community policy, please start your own thread to report your problem. This identifies you as additional users with same/similar problem.

[Ricardo38]

I'm having the same issues on auto forwarding from Gmail address to my tiscali address. In the past 'gondola' was able to sort a similar issue which was down to spam filters. Might be worth giving him nudge.

[Simon-on-Tiscali]

I'm not receiving emails to my Tiscali account from Outlook.com addresses. But the sender gets no failure message or bounce-back, so they think it's arrived. Emails from some other accounts get through OK.

[Tisccom]

Having same issue. Only some emails arriving!

[Gliwmaeden2]

@Stuckbob & @Bruce-WH, starting your own thread helps Talktalk appreciate the number of people affected, so return to the message board and click on start a topic. 

Support via Chat is back up now:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Phone and forum support return as normal on Monday. 

[Stuckbob]

This is happening to us too, from outlook and Gmail accounts.

Please help us TalkTalk!