Not receiving emails from a particular sender

[Yorky64]

As of about 2 weeks ago, I have not been receiving emails from a particular sports company. They are a reliable company and have assured me they have sent 3 emails to my tiscali address. I have checked my settings and there are no filter rules set. Oddly, my spam folder has only ever included items I manually place in it.  Would this company be blocked or white listed by TalkTalk, and if so how do I undo this please? Thanks    

[Yorky64]

Thanks Gondola, I'll contact sportsshoes again and ask their email admins to look in to this further from their end.

Kind regards 

[Gondola]

If their mailing service has suppressed sending to your email address then until that suppression has been relaxed Ady won't see any mail incoming.

[Yorky64]

Thanks Ady, I asked the sports company to send replies to my son's hotmail email address as a point of contact. They sent an email to him on Thursday 3rd Aug at 4.51pm. They also cc'd in my email address, so a mystery why that hasn't shown in the blocked search.

The previous emails from them are probably outside the 7 day period.

Kind regards

Yorky64

[Ady-TalkTalk]

I've run the 7 day check and there's nothing being blocked from that sender in the last 7 days. 

Ady

[Yorky64]

Hi Ady,

Thanks for looking into this for me. I'm hoping I've added the sending email address correctly in the private notes section.

If not please let me know.

[Ady-TalkTalk]

Hi Yorky64, please add the sending email address to private notes in your community profile. 

Ady

[Yorky64]

I really appreciate your help and time with this, you are a star. Fingers crossed clearing the CloudMark fingerprinting does the trick.

I've also learnt a thing or two today.

Kind regards

[Gondola]

OK, so that tells me it's a CloudMark rejection because CloudMark has fingerprinted the content as spam.

That same TT992 bounceback will go back to the mail senders at sportsshoes.com and those senders would be expected to have suppressed sending to your email address. The reason that suppressed sending happens is because continued sending to an undeliverable mailbox might get the servers blacklisted. Fortunately, I don't see any agencies blacklisting sportsshoes.com at present.

I'll alert TalkTalk Support and suggest that the email admins consider clearing the CloudMark fingerprinting for sportsshoes.com and starting afresh. The issue is probably because recipients consider the marketing as unwanted / no longer wanted and have marked the mail as spam. I'm not saying this is the case but some companies are slow to unsubscribe email addresses and remove previous subscribers from mailing lists so recipients hit the Mark as spam button.  

[Yorky64]

He's got a rather long error code followed by content rejected (TT992)

Hope this is of use.

[Gondola]

OK, good to know you have no filter rules defined.

What was the TT error code accompanying the bounced error to your son's hotmail address. It would be useful to know what type of mailbox problem is being described.

[Yorky64]

I've just checked my Filter rules and there are 'no rules defined'. My son has received an email response (to his hotmail) from sportshoes. He tried to forward it on to me, but it bounced back to him with a postmaster undelivered message stating 'there is a problem with the recipients mailbox etc. He then sent me another email from his same hotmail address, without the forwarded sportsshoes email and it went through to me fine straightaway. I'm none the wiser which end the issue could be.  

I've checked my spam again and still nothing from sportsshoes.     

[Gondola]

The Customer Service Team normally have email addresses and mail messages sent out by a different mail server to the marketing emails. But the fact that you haven't received those individual mail messages hints at  block on their email domain.

Just do something for me at your end and check that you have no filter rules defined.

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.

Mail not reaching the Inbox could mean there's a Filter rule that's diverting, discarding or blocking mail.

• To check, select the Main Settings menu icon      triple line icon top right on the blue header
  (Mobile browser? use the desktop version)
• Select Settings from the top of the menu
• Select the inward facing arrowhead by Mail (or Email) in the left side panel
• Select Filter Rules
  If there's no rule defined, that's perfect
• To delete a Filter rule including any Auto forward
  select the Dustbin 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 if you've had to delete any Filter rule.

[Yorky64]

I see what you mean. Apparently 2 separate members of the customer service team have emailed me, a Josh and Chris. I don't know if they have individual customer service email address's or are using the main generic email address. They didn't mention a bounceback. only that as I hadn't replied to them within 3 days, they closed my enquiry. I wonder if their email admin had received the bouncebacks and not actioned them. I've given them my son's hotmail address to use until we can hopefully resolve the issue.   

Thanks for your help, I've asked them to look in to the possible bounceback and suppression.   

[Gondola]

The key thing to note is that when mail cannot be delivered there is a bounceback error message to the mail sender. So, a mailing service will know that mail didn't get though. It's up to the mail sending service to notify the originator of the mail so they know as well. Personal mail bounceback errors will be seen by the originator as those bouncebacks land in the originator's Inbox. So, although the recipient doesn't know of a delivery fail the originator ought to know so they can alert you by a different method.

[Yorky64]

Thank you very much for looking in to this for me. I will get back to sportsshoes and ask their Email admins if they are receiving any bounceback messages or suppression on sending. Your information and explanation is very enlightening to me. Makes me wonder about other possible email responses I've missed.

Many thanks again for your help and time with this. 

[Gondola]

The sportsshoes.com domain is not on any of the regular blacklists so that's good. They appear to use google mail servers and the domain does have an SPF authentication record set up for specific senders including some bulk mail services in addition to google services. There's no obvious problem that I can see. 

The fact that you haven't received marketing mail messages could be that other TalkTalk recipients have marked the mail as spam instead of unsubscribing and CloudMark is blocking as a result. The mail sender ought to be receiving a bounceback error message from TalkTalk.

Or the bulk mail service in use has put a suppression on sending to your email address as a result of some difficulty in delivery even though your mailbox is now working normally. Their email admins should be able to see that there's a suppression on sending and be able to remove it to restore outgoing mail to your address.

[Yorky64]

Many thanks for getting back to me and for the advice. With regards to the Spam folder, thanks for explaining the CloudMark screening I wasn't aware of how that operates. 

The company is Sportsshoes.com and I've been sending emails to their customer service team at customerservice@sportsshoes.com

I've spoken to them and they were going to check with their IT team to see if it is a problem their end.

Thinking about it, I've not been receiving any marketing emails from them for quite some time so maybe they are not getting through the screening. I'll make sure that my email address is inputted in my profile and hopefully the TalkTalk support/ Email admins will be able to help me.

Many thanks again for your help and time, that's very kind. 

[Gondola]

I'm interested to know why you mentioned the Spam folder. Did some of their mail messages get marked as spam and put into the spam folder? If you've found some mail in Spam then just sign in to TalkTalk Mail webmail, go to the Spam folder, select the mail message and from the toolbar select Not spam. That will move that message back to the Inbox and inform TalkTalk's spam protection engine of your marking of the message as Not spam, just in case there is a network block that would impact all users of the company's mail.

I could have a look to see if there's anything obvious about the sending of their mail messages. I'd need to know the company and, if you know it, the sending email address.

The most common reason for not receiving mail to an individual email address is the mail sending service has had difficulty getting mail delivered to your mailbox and as a consequence has suppressed sending. The originators may not even be aware because they just see that their mail has gone to the mail sending service.

There is no whitelisting option. TalkTalk's CloudMark will screen inbound mail to filter spam and suspect content. Heads up that TalkTalk can check your mailbox for the previous 7 days only for CloudMark screening and rejection. So, they'd need to know your email address that you can put into your Community profile, Personal information, Private notes box. Save changes. It'll also be a requirement that the Sports company have sent a mail message to you in the 7 day timeframe so TalkTalk Support / Email admins can see what happened to it.