Emails going missing

[Timpuk]

Several emails are not reaching my talktalk accounts and are not being bounced either - they are just disappearing.  I have done some testing and that is definitely the case.  When I test, emails from some addresses always get through to my talktalk accounts, some hardly ever get through and some get through about 50% of the time!  I have checked webmail and it matches my email client (outlook for windows).  It is worrying that some emails to me just disappear without trace.

I'd be grateful for any help or advice.

[Ady-TalkTalk]

Hi AnnHow1, please send me a personal message with the sending and receiving email addresses.

Ady

[AnnHow1]

I have a very similar issue to this with at least one other account, possibly more of which I’m unaware. Neither of us are getting any indication that the emails are not getting through but they are going missing.  The other account is an btinternet.com.  Mine is a tiscali.co.uk

[Ady-TalkTalk]

Hi stuart_will, please start a new topic and provide as much information as possible. It will also help if you send me a personal message with the affected sending and receiving email addresses the more the merrier as I've got a team investigating these issues at present. 

Ady

[stuart_will]

I have exactly the same issue. Some emails being sent to my email account and my wife's email account just don't arrive (they just disappear). If I get them sent to both my work email address and my talktalk email address the ones to my work email address always arrive but those to my talktalk email address dont always get there. I can send and receive emails, but I know of some emails that have been sent to my account that just haven't arrived. It looks like this is a problem for more than just myself and my wife.

[Timpuk]

Thanks Ady.  I will investigate. 

I worry that, in general, I might be missing emails from people in general and none of us know because there are no bounce reports being sent, but I guess that's an industry-wide issue.

[Ady-TalkTalk]

The bounce shows no SPF records as being the cause. Cloudmark won't give a bounce notification. 

Ady

[Timpuk]

Thank you, Ady.  That is very helpful and interesting.  As well as being the intended recipient, I am the web manager for the email address that is sending those emails (a not for profit organisation which helps people running rowing clubs in schools). There should not be many emails from that address to TalkTalk addresses so any numbers you can provide would be very useful.

Can you suggest why that address does not seem to be getting bounce notifications?  I understand that TalkTalk needs to be rigorous with anti-spam measures but is there anyone I can contact to discuss?

[Ady-TalkTalk]

Hi Timpuk, it seems although the scan I'm running is taking a very very long time that we have indeed blocked about a third of the mails sent to our customers by the sender you provided. 

Ady

[Timpuk]

Thank you, Ady.  I have added the address that seems to get silently rejected most often to my private notes.

[Ady-TalkTalk]

Hi Timpuk, please add the affected sending email addresses to private notes in your community profile and I'll run a check on our system for accepted rejected mail over the last 7 days.

Ady