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Not receiving emails from certain senders

BeachGirl
Popular Poster
Message 3 of 3

I have been with Talktalk email for many years but I am finding recently that I am not receiving emails from certain senders. Randomly, they will just stop being received for no reason. For example my daughter's school, NEXT, New Look. They are not in my trash/junk/spam.

 

My husband has Talktalk email and he receives the emails from these senders fine, it is just my account that has the problem. I don't have any filters that would affect these senders.

 

When I searched for my issue on this forum I could see there were many other talktalk customers having a similar problem and I could not see that their issues had been resolved. I would be grateful for any help.

 

Thank you.

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2 REPLIES 2

Ady-TalkTalk
Support Team
Message 1 of 3

Hi BeachGirl, if you follow the advice from Gondola you won't go far wrong.

 

Ady


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


Gondola
Community Star
Message 2 of 3

Hi BeachGirl 

 


'BeachGirl' wrote:...My husband has Talktalk email and he receives the emails from these senders fine, it is just my account that has the problem. I don't have any filters that would affect these senders.

You've nicely confirmed that TalkTalk isn't blocking the senders so that narrows the issue to your mailbox. The mail messages are either not being sent to your mailbox, being blocked, diverted or collected by a mail service or email client and deleted after collection.

 

Prepare for TalkTalk Mail Support by including in your Community Profile, Personal Information (here):

  • Your name, current home 'phone number. An alternative (mobile preferred) contact number. Full address with postcode (Location)
  • Scroll down to Private notes to add your email address, an example of a recently sent mail message that wasn't received including the sender and date/time of sending (so TalkTalk can check incoming logs), notes and references etc
  • After checking and updating, Save changes

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. In 2017 we see you were using  Filter rules to reject mail domains.

 

If you do have Filter rules then delete all of those (recommended) because TalkTalk need positive confirmation that you have no filter rules defined. If you do reject mail and inadvertently reject wanted mail then not only may the sender suppress sending but you, and very often the originator, will not be aware of such rejection because you don't receive the mail into the Spam folder and if sending has been suppressed then that's often at the mail service level not the originator.

  • 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 you see a screen containing the message 'There is no rule defined' then that's perfect
    But if not:
  • 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

If there truly are no rules defined but you're still missing some mail messages. Check with the sender that mail is definitely being sent. As previously mentioned, some senders will suppress sending if your mailbox has refused delivery at some time. 

 

The next thing to do is to change the mailbox password.  This is essential to make absolutely sure that only you can sign in to the online mailbox to view messages. Until this issue is resolved only sign in to TalkTalk Mail webmail and do not use any other means of viewing your mail messages.

 

If you or someone else has an email client set up to download and delete messages then it may seem as though those messages aren't being received whereas they are received but only to the device that is connecting to the mailbox to download and then delete the messages.

GondolaVolunteer 2017-2022

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