Emails

[SARAHM5]

I had an email around 2pm yesterday and nothing since. I know there will definitely be ones. Anyone else having same problem? Thanks 

[Gondola]

You're welcome. Just keep an eye on the Mail quota and if it goes over 8GB you know it's time to backup or otherwise remove some more mail messages to leave space for the next year of mail. 

[SARAHM5]

Thank you. I’ve deleted 2 years so far and just had your message come through by email so it’s obviously starting to work. I’ll delete another couple of years tomorrow. Thanks for the help and getting to the problem. 

[Gondola]

Let me know what the Mail Quota says and then follow my advice to start deleting a lot of the mail messages. 

Based on my own assessment, a year of mail messages is say 200,000 emails and going to take up 1GB of the 10GB mailbox quota. So, as I intimated, just to get the figure down by 1GB you may need to delete over a hundred thousand emails. Being practical, you don't have the time to review that quantity. You might as well delete one or two years of the oldest messages on the basis that if you haven't referred to them in the last 10 years you probably don't need them.

However, if you must keep them all regardless then back them up to another email account or local backup drive attached to your computer.

[SARAHM5]

What do I do next ? 

[Gondola]

The error message indicates that the mailbox is full. When that happens mail is not saved in the Sent folder as well as mail not being received in the Inbox. So, it must be that the mailbox is right at the limit of the quota and you should have received a notification usually when the mailbox is 80% full.

What you now have to do is delete quite a lot of the mailbox content. Start with anything in the Trash folder although there should only be the last 30 days of messages there. Anything you delete from other folders goes into Trash so Empty the Trash by by selecting the triple dots (ellipsis icon) after the folder name and selecting Empty Trash for permanent deletion.

Anything you really want to keep then save that to your computer or backup drive. Delete anything you don't need to retain. You can delete all messages from a folder by selecting the triple dots (ellipsis icon) after the folder name.

With the Folder View enabled you'll see the Mail Quota given at the bottom. Scroll down if needed. The maximum quota is 10GB.

[SARAHM5]

My husband has tried and is getting this no delivery error

Moderator note:  Image removed for security.

- that indicates the mailbox is full

[Gondola]

If there are no rules defined then there's nothing stopping mail from arriving in the Inbox. Just double check you did send to the same mailbox address and if that sent mail message is not showing in the Inbox then I'd suspect it is there but you're not viewing the Inbox for the latest unread mail messages.

Select the Inbox and then the More message options triple dots (ellipsis icon) and select Unread and Descending and you should see at the top of the list all new and unread mail messages.

The default option is to select Date and Descending and that will show all the latest messages whether read or unread at the top of the list.

Let us know what happens when you set the default display option.

[SARAHM5]

tried accessing help another way and had this message ? 

Please Note - we have temporarily removed the create/delete mailbox functionality as we are performing some backend maintenance work on our email platform.

Apologies for any inconvenience this may cause.

Change password

[SARAHM5]

Is this why ? 

[SARAHM5]

I’ve done all the suggestions, changed password. Still nothing ? 

[SARAHM5]

No rules set up. 

where is the security setting ? 
thanks 

[SARAHM5]

no rules set up 

[Gondola]

Next step is to check for Rules that may be diverting your messages from the Inbox.

Select here:  Sign in to TalkTalk Mail

Enter your full TalkTalk Mail email address, select Continue and enter the password, select Sign in.

• Select the Main settings menu cog icon      top right on the blue header
• Select the All settings menu item
• Select Mail from the left side of the modal that opens
  scroll down to Rules and expand that section
  If there's no rule defined, that's perfect
• To delete a Filter rule including any Auto forward
  select the X 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

Let us know what you find. There's also a Security option to identify unauthorised devices signed in to your mailbox. 

• Select Security
  You'll see Your devices and you can sign out any unrecognised devices

If you found unrecognised devices or unrecognised Rules then your mailbox password has been discovered and must be changed.

First, scan your email devices to remove any password capturing viruses, trojans or other malware and then upgrade the password.

[SARAHM5]

It has sent. Is in the sent box but not showing in inbox. No error messages. 

[Gondola]

Hi @SARAHM5 

TalkTalk Mail is operating as normal.

Select here:  Sign in to TalkTalk Mail

Enter your email address and password, select Sign in.

Check the  Inbox first and then check  Spam and  Trash folders for mail messages that may have been diverted from the Inbox. Bear in mind the spam and trash folders normally contain mail not older than 30 days.

Compose and self-send the same mailbox a mail message. Check that the message sends without error, is copied into the Sent objects folder and arrives and stays in the Inbox.

Mail not reaching the Inbox could mean there's a Filter rule, including an Auto forward which is a special filter rule, that's diverting, discarding or blocking mail.

Let me know the result of the self-send test and if you need further advice on troubleshooting.