15-03-2022 08:36 AM - edited 15-03-2022 03:56 PM
Morning boys & girls - an elderly friend (even older than me) has lost his emails from TalkTalk. They were fine last week, apparently. He uses an Android tablet & app, but the emails are still missing if we log into webmail.
There are a few left, some from years ago, in deleted/trash but nothing remains from January onwards.
I can't see anything wrong (!) but the emails are now gone.
on 22-03-2022 06:29 AM
on 21-03-2022 03:04 PM
Afternoon Gondola & Ady - please forgive my delayed reply.
Yes Gondola, the emails are working properly now. Although the missing emails are still, mysteriously, missing, the gent is not worried about them, so neither am I!
After much investigation, and speaking to him, the only light he could shed on the situation was saying, "I don't know what I pressed". Maybe he accidentally deleted all the emails? It seems unlikely as the deletions are quite random, but who knows? Anyway, he's happy it working, and that's a result.
Thank you gentlemen for your help. You're a credit to the forums indeed and I wish you all the best.
on 21-03-2022 10:26 AM
on 15-03-2022 06:15 PM
Just to say that the password upgrade is a good option if there's any evidence of the password being discovered. It will also lock out any rogue or unauthorised collection and deletion of mail whilst troubleshooting by just signing in to TalkTalk Mail webmail to prove that the mailbox is working and mail is being delivered to the Inbox and staying in the Inbox.
on 15-03-2022 11:03 AM
Morning gents - many thanks for the very swift replies.
I've tested the emails on webmail, and checked to see if the settings are available (they are). I sent and replied to a test message successfully, and this is now in the 'sent items' folder (or similar). All good! I also note that two new emails arrived, one yesterday and another today.
But, there are no emails in any folder between January and yesterday, except a few from a couple of years ago. (There are no filters set that I could find and he's using the same Android program as always (which automatically updates itself and is currently up-to-date).
Gondola mentions a potential password problem: would that cause these specific problems?
Thanks again gentlemen,
on 15-03-2022 10:40 AM
If your friend has recently set up a new mail collection service or app and that's downloaded most of the mail messages and deleted those from the online server then the service or app on the device he's using will have those mail messages in the Inbox.
Or it's possible that the mailbox password has been discovered and someone else has access to the mailbox and may have done the above.
If there's any doubt it would be wise to scan devices for password grabbing virus or malware and then upgrade the password. The Reset your password now button in the help article Changing your email password will take you to password reset and recovery.
If your friend has set up password recovery options, in advance, that are recognised from the *****hints, then he can send the alternate email address a link or the mobile a 6-digit code to authorise a password reset.
But test the mailbox is working.
Select here: Sign in to TalkTalk Mail
Enter the 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 us know of any error message, or if mail did not arrive in the Inbox or disappeared from the Inbox. Collecting mail messages with a POP3 mail account or mail collection service, like Gmail, may be deleting messages from the online Inbox.
If using email software or mobile email apps, check for software updates and if the email account is set for IMAP or POP3. POP3 will download and delete mail from the Inbox.
on 15-03-2022 10:38 AM
Hi Chris, has the customer checked to see if they've got another client setup that might have collected the mail? Do they have control of the password reset options? Have you checked in webmail to see if there are any mail forwards setup?