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Emails from some addresses not being received

Haydn1
Participant
Message 9 of 9

I am not receiving emails from a specific email address which relates to Schroders Personal Wealth (SPW). I am missing important emails. I can only assume that this particular site is being blocked. Has any one else had this problem?

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8 REPLIES 8

Message 1 of 9

My colleagues have come back to me. There's nothing showing as rejected or received on our filter. 

 

I've been asked to ask you for the bounce back errors and again specific dates and times of the mail being sent. 

 

Ady


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.


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Haydn1
Participant
Message 2 of 9

Hi Ady,

No. I am not using either. I access via Safari browser on a MacBook Air.

Regards.

 

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Message 3 of 9

Ok now that I see you can't access the website that would suggest other software is in play here. Are you using an AntiVirus or Proxy server? 

 

Ady


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.


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Message 4 of 9

Hi Haydn, I've sent you a personal message you can reply to that. To see messages there's a blue envelope up to the right on your community page. 

 

Ady


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.


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Haydn1
Participant
Message 5 of 9

You suggested earlier that I personal message you. How do I do this?

 

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Haydn1
Participant
Message 6 of 9

Hi Ady,

Further problems exist with anything to do with Schroders Personal Wealth contact.

Not only am I unable to send or receive emails from schrods accounts, but now I am unable to access 2 sites associated with my Schroders account, namely ctvault.com( where communications are lodged) and also wealth platform.com(where my financial summary is held).

Can you please advise how to resolve and/or unblock Schroders from my account.

Regards,

Haydn

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Ady-TalkTalk
Support Team
Message 7 of 9

Hi Haydn1, if you can personal message me or add the following details to private notes in your community profile. 

 

Sender email dates and times of messages sent but not received, 

 

Receiving mail address and if possible any error message the sender may have received. 

 

Ady


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.


Gondola
Community Star
Message 8 of 9

Hi Haydn1 

 

It's feasible that SPW's marketing has been blocked because TalkTalk's mail users have marked mail as spam as a way to bring an end to a stream of unwanted marketing from the Lloyds Bank Group. 

 

But first check that you have no filter defined that might be blocking or diverting the emails.

 

Prepare for TalkTalk Mail Support by including in your Community Profile:

  • Your name, current TalkTalk home 'phone number (if available). An alternative (mobile preferred) contact number. Full address with postcode (Location)
  • Scroll down to Private notes to add your email address, the sending email address, date and time of sending and other notes etc
  • After checking and updating, Save changes

Select here: Update your profile

 

 

Login via the  TalkTalk Mail sign in to check there's no Auto forward or Filter rule diverting your mail messages.

  • Select the Main Settings menu icon      triple line icon top right on the blue header
    (Mobile browser? use the desktop version)
  • Select Settings from the top of the menu
  • Select the inward facing arrowhead by Mail (or Email) in the left side panel
  • Select Filter Rules
    If you see There is no rule defined then you need go no further.
  • To delete a Filter rule including any Auto forward
    select the Dustbin icon    to the right of the rule
    The icon background will turn red   
  • To confirm you really want to delete this Filter rule
    Select the blue Delete button

GondolaVolunteer 2017-2021

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