Inbox empty

[smithy67]

On Monday any emails that were in my inbox had disappeared. As further emails were received they disappeared after about 20minutes. That night emails received were retained. I spent about 2 hours chatting online to the technical team who were unable to find a solution to the problem, before my session was abruptly terminated.

This only affected emails that were in my inbox. 

Has anyone any suggestions on how i can recover the missing emails ?

[Thabile-TT]

@smithy67 After reviewing your account, I see that you are on our full fiber packages. Please be aware that this will need to be discussed with the appropriate department. Here are their contact details:

Contact Number: 03451720074  

Opening Hours: 

VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed

WEB MESSAGING - Mon-Fri: 8am-9pm; Sat: 8am-7pm; Sun: 9am-7pm

[Thabile-TT]

@smithy67 Thank you for getting back to me. I will conduct some checks to identify where the issue lies.

[smithy67]

No I have not received any such notice

[Thabile-TT]

@smithy67 I'm sorry about this email issue. I just need to know have you received any notice suggesting that you must sign with every mail ?

[smithy67]

Thanks. Searching doesn't bring up anything unfortunately.

[Gliwmaeden2]

@smithy67, if you search for senders under their name  / older emails does it draw emails up that you know were there before?

I find that sometimes an email seems to vanish but it's only because it was displayed for quite a while and they only display for so long.

If the emails cannot be drawn up from the server, they are gone for good. Talktalk cannot guarantee that this will never happen and always recommends that you back up anything important  - even sending some emails to another of your own addresses is a good way to store them. 

[smithy67]

Thanks. Checked all other folders, not there.  Ran a malware check, all good

[smithy67]

Not set to delete

[nambuso-TT]

Hi there 

@fr8ys Thanks for assisting

@smithy67 I am very sorry to hear this. Could you please Review your settings to make sure they aren’t set to delete emails after a certain time.

[fr8ys]

Unfortunately once they have gone and if they are not in your trash folder or bin, they are gone for good.

Not sure why they have disappeared, but it might be worth checking other folders, including sent, in case you have downloaded any malware.

Also check your rules and filters in case anyone has set up a forwarding rule.

Change your password to one you have never used before and run a virus and malware scan, just in case too.

Lastly I'd remove the account from your Samsung email, restart your phone and then add your account again.

Then get someone to send you a couple of test emails to see if they then disappear.

Please let us know how you get on.

[smithy67]

It is Talktalk webmail and samsung email with imap where messages from Monday and all previous have disappeared 

[fr8ys]

Are you using Webmail or a third party client like Thunderbird?

If the latter, are you using IMAP settings (recommended) or POP?

Also if you use a third-party client, have the mails disappeared from Webmail?

Support staff can usually only help with Webmail issues, so it might help to search the help function of your program or do an internet search.

You are in the staff's queue for a response.
For a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
You can also add your account number and affected Email address in the private notes field, which only you and the support staff can view.
Please post back when done.
Thank you