Legitimate emails sent to spam folder

[aircraft]

Hi,

I have a problem where a lot of my incoming emails are being sent to the spam folder. None of these are actually spam. I have Thunderbird set up on my computer to collect my mail from Talktalk but it will only get mail from the Talktalk inbox. I keep having to log into talktalk webmail just to move my mail from Spam to Inbox.

Can you either fix your spam filtering or disable it please?

[aircraft]

The problem I have is that about half the emails arriving at my talktalk mailbox get put in the Spam folder.

[siphosethu-TT]

Thanks for confirming, please also confirm if you are having issues receiving and sending or just one of the 2. Thanks

[aircraft]

Yes, I'm at home now for a couple of hours.

[siphosethu-TT]

Hi there @aircraft, please confirm If you are currently at home so we can run checks. Thanks

[Billx]

An additional point.

After having manually used  the 'Apply', having set the destination folder to the empty Archive folder, and the system having then moved the contents of the Inbox to the Archive folder, I then manually moved the contents back from the Archive to the Inbox.

All's well. But the OX App suite did something silly. In the message-list column, each of the emails in the list, was struck through with a horizontal line, as if cancelled.

All the emails themselves were whole and unaffected.

Anyway, no big deal (even though the horizontal lines remain).

On the other hand, the Outlook app didn't have such an issue

Bill

[nomfezeko-TT]

Please kindly open a new thread @Billx and we will be assisting you from there. 

-Fez. 

[Billx]

So, @nomfezeko-TT 

Are you going to get us some documentation from the source, Open-Xchange?

Bill

[nomfezeko-TT]

Thank you for your response and for sharing your thoughts on the challenges you’re facing with the spam filtering system. I completely understand your frustration, especially given the ever-changing nature of spam email addresses.

I appreciate your patience in dealing with this situation, and I understand that relying on the spam filter can feel inadequate when it seems to require constant manual oversight.

Your insights are valuable in helping us identify areas for improvement.

In the meantime, if you have any other suggestions or if there are specific features you would like to see implemented to enhance your email experience, please feel free to share. We are committed to providing the best possible service and appreciate your input. Should you have any issues with your email service that needs to be addressed, you are welcome to start a new thread, and we will be assisting you from there. 

Thank you for your understanding, and if you need further assistance, please don’t hesitate to reach out.

-Fez. 

[Billx]

There aren't specific email addresses that are spam/junk.

As you know the spammers keep varying the sending addresses, daily, and at will.

So, trying to train the spam filter is a lost cause.

The only spam filter, currently, is me.

Open-Xchange, with their AI,  have been hopeless. So, no training of the spam filter from me.

Particularly hopeless, is that they still have not issued any documentation, after such a long time, of how their Email App Suite is supposed to work or be used.

Bill

[nomfezeko-TT]

Thank you for your detailed feedback regarding the email filtering and rule functionality within your TalkTalk account. I appreciate you taking the time to explain the challenges you’re facing with the current setup.

I understand that the original command to move emails from outside a specific email address to the inbox is not functioning as intended due to the way incoming emails are categorized into Inbox and Spam. Your observations about the limitations of the 'Apply' function and how it interacts with different folders are very insightful.

It’s important for us to continuously improve our services, and your input will help us address these issues more effectively.

In the meantime, I recommend continuing to mark any legitimate emails that end up in the Spam folder as "Not Spam." This action can help train the spam filter over time. Additionally, if you have specific email addresses that are consistently being misclassified, please let us know, and we can assist you further.

Thank you for your understanding and patience as we work to enhance your email experience. If you have any further questions or need assistance, please don’t hesitate to reach out.

-Fez. 

[Billx]

Hi, @aircraft , @angelique-TT 

Has this progressed today, or not?

Meanwhile, I have checked @aircraft 's use of the 'Apply' .

The original command was to move everything from outside this email address(this was assumed) to the inbox of this email address.

But it turned out that the incoming emails were first split into Inbox directed emails and Spam directed emails. The rule applied to the Inbox directed emails.

And the rule would have had no effect.

Using the 'Apply' on the rule, allows the user to change the destination folder, not the source folder or other source.

Therefore selecting one of the other folders via 'Apply', selects Spam, Drafts, Sent, Deleted, or Archive, TO which folder, the contents of the Inbox will be moved. They cannot be moved FROM any of these folders to the Inbox.

If one runs the original rule with a non-Inbox folder, not using the 'Apply', it will direct all incoming emails to that folder,

but probably will not take into account, emails that have already been directed, at some previous point,  to the Spam folder.

Anyway, it's about time, that TalkTalk, and more importantly Open-Xchange, adjusted its programming, to make this work.

In this particular case, for the user to be able to receive all incoming emails, junk or no-junk.

Bill

Bill

[angelique-TT]

Please check your private messages. I have sent a private message to confirm some details for me. Thanks.

[aircraft]

I use an iphone 12 to log in to talktalk webmail. iOS 18.4.1

[angelique-TT]

Thank you. I need to know what device are you using when accessing your email?

[aircraft]

Yes, internet access is working fine.

[angelique-TT]

Can you check your TalkTalk Internet access for me now and let me know if it works? You can do this by trying to reload the site or application you were experiencing problems with, or trying to search for something on the Internet.

[aircraft]

Yes I am.

[Mandisa-TT]

Thank you for getting back to us @aircraft we will need to run checks to check what the issue might be, are you at home to be able to proceed?

[aircraft]

It seems to be a random selection that gets sent to the Spam folder. The other day I had two confirmation emails from the same vendor for two packages in the same order. One went to the Inbox and the other to Spam. Makes no sense to me. Between 25% and 75% of emails end up in the Spam folder so it isn't just occasional.

It also happens on another talktalk mailbox that my wife uses on the same account.

[Mandisa-TT]

Hi @aircraft can you confirm if all your emails that are coming through are going to your Spam folder or is it one particular email address that goes to your spam?