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?

[Philile-TT]

I am currently completing diagnostics test on your emails hence the question. I need to know what device are you using when accessing your email?

[aircraft]

Yes, it woks fine. But what has that got to do with my emails going to the Spam folder?

[Philile-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.

[Philile-TT]

No worries, I will check it on my side. Are you currently at home?

[aircraft]

Do you mean have I telephoned Talktalk support? God no! LIfe's not worth living if you do that.

Can you fix my problem? Can you switch off spam filtering on my account at least?

[Philile-TT]

Hi @aircraft checking if you called in to have the issue resolved? 

[aircraft]

Thank you!

[KeithFrench]

OK, no problem. I have previously escalated a couple of identical cases to the TalkTalk support staff on the forum, but as yet, I have not seen any resolution. Hence, why I suggested that workaround. I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday), excluding Bank Holidays, but if more urgent, you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

[aircraft]

Thank you for the suggestion but it doesn't really solve my problem. I could add hundreds of addesses to an access list but I would still have to check the webmail Spam folder every day in case an important email gets sent there from a new address. But thaks for trying!

I would like someone from Talktalk to switch of sending emails to the Spam folder. I rarely get spam and literally none of the emails sent to the Spam folder are actual spam. It's just a pain in the *@#][!![]'#[@#]!*.

[KeithFrench]

Go into webmail and set up an access list that allows genuine ones. Not ideal, but I have found it works.

[aircraft]

Thank you for trying to help. However, you have slightly misunderstood. The emails are being directed to the Spam folder on my Talktalk email server, not when they arrive at my computer in Thunderbird. Since I can't collect the mail from the Spam folder, I have have to login to Talktalk webmail, manually move the emails in the spam folder to the Inbox and then tell Thunderbird to get them.

So the problem is Talktalk putting legitimate emails in the Talktalk Spam folder that I need a solution to.

[KeithFrench]

Thunderbird needs to train its SPAM filter with your help. Have you configured the spam options in Thunderbird? If not (the locations may be slightly out of date), go to:-

Account Settings from the hamburger menu, and then Options > Account Settings & go into the Junk Settings for the account:-

Junk settings

Next go to:-

Settings Cog > Privacy & Security > Junk

Set these as shown:-

More junk settings

The filter must learn what is junk, for a while it will be necessary to right click each or select multiple junk emails in the inbox & mark it As Junk. If it is wrongly placing emails into the Junk or Spam folders, right click them & mark them as NOT Junk.