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Not receiving emails from two senders, but not bounced back

MikeSTech
Participant
Message 14 of 14

For the past few months I have not been receiving emails from two regular senders to my @talktalk.net address.

The senders have confirmed that they are sending me emails and that they are not receiving bounce-back messages notifying them of non-delivery.

I've checked that there is nothing in my various spam and junk folders, and I've checked my email settings and there are no blocking filters set.

Please advise how to troubleshoot this and how to determine whether the problem lies with the senders' emails servers or with the TalkTalk servers, and let me know what further information you need to investigate it internally.

The two sending domains are <@sciencemuseum.ac.uk> and <@theparkclinic.london> .

Thanks in anticipation for your help.

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13 REPLIES 13

Message 1 of 14

That's right. 

 

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.


Message 2 of 14

That's right, that suggests that the mail didn't reach us. 

 

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.


Message 3 of 14

@Ady-TalkTalk wrote: I'm told there were results found for rejected mail from either of the senders.

? Just wondering... 'no results'?

GondolaVolunteer 2017-2021

 Like below to appreciate my help . . . Mark as solved + Accept as Solution

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Message 4 of 14

I'm told there were results found for rejected mail from either of the senders. 

 

 

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.


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Gliwmaeden2
Community Star
Message 5 of 14

I'll re-escalate this thread for you, @MikeSTech.

 

If you don't hear back today, it will be after the weekend. 

Gliwmaeden2, a fellow customer.

Message 6 of 14

Hi Ady,

 

Has there been any progress on this matter as it's now over two weeks since I last heard from you? - please would you chase it up for me as the situation is still ongoing (i.e. still not receiving from one sender, and only receiving very intermittently from the other).

 

(Regarding your 13/10 comment: if there are situations where TalkTalk rejects (or deletes) a sender's email, surely a bounce-back notification should still be sent to the sender so that they are aware, or is that not always the case and under what circumstances?).

 

Thanks for your continued help.

 

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Message 7 of 14

It's more likely that we've rejected the mail although there are instances where mail that contravenes good reputation is deleted. 

 

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.


Message 8 of 14

Thanks for the update Ady,

Hopefully we'll hear from your colleagues soon with their findings.

I have just updated the notes in my Personal Information to include more detailed information about when the most recent missing emails from the two different senders were sent to me, and I hope this helps.

Meanwhile, a couple of colleagues have told me that when they experienced similar problems (missing emails with no bounce-back), they found that their respective ISPs (neither of which are TalkTalk) had hidden "Junk"/"Spam" folders that were only accessible to the ISP, not to the user unless they specifically queried it with them - is it possible this could be the case here?

Thanks for your continued help.

Ady-TalkTalk
Support Team
Message 9 of 14

I've passed the details over to my colleagues to check the logs.

 

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.


Message 10 of 14

Hi Mike

 

Just to clarify that I can see only what you post in public. Only you and the authorised Community Support Team from TalkTalk have access to your Community profile personal data and Private notes.

 

As we're up against the weekday buffer it's going to be from Monday onwards when you'll see a response from TalkTalk here. 

 

Thanks for confirming there is no Filter rule defined as that's essential for the next step of discovering why those specific mail messages don't arrive.

GondolaVolunteer 2017-2021

 Like below to appreciate my help . . . Mark as solved + Accept as Solution

Message 11 of 14

Hi Gondola - thanks for your reply.

Sorry for the repeat - I accidentally posted a reply rather than replying to you directly the first time . . . 

I have updated my Community Profile/Personal Information to make it more complete, and have added Private Notes relating to this query giving the full email addresses of the senders in question, as you requested - I assume you have access to my Notes or is it literally "for my eyes only"?

I have logged into my TalkTalk webmail and can confirm that there is nothing in the Spam and Trash folders, and that there are no Filter Rules set up (and there never have been, to my knowledge).

Some of the more recent missing email messages would have been sent to me within the last 30 days.

I trust this is all you need from me for now.

Thanks for your continued help.

MikeSTech
Participant
Message 12 of 14

Hi Gondola - thanks for your reply.

I have updated my Community Profile/Personal Information to make it more complete, and have added Private Notes relating to this query giving the full email addresses of the senders in question, as you requested - I assume you have access to my Notes or is it literally "for my eyes only"?

I have logged into my TalkTalk webmail and can confirm that there is nothing in the Spam and Trash folders, and that there are no Filter Rules set up (and there never have been, to my knowledge).

Some of the more recent missing email messages would have been sent to me within the last 30 days.

I trust this is all you need from me for now.

Thanks for your continued help.

Gondola
Community Star
Message 13 of 14

Hi Mike

 

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 and the sender address(es), 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.

  • 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 of any filter rule you deleted or if there is no rule defined.

GondolaVolunteer 2017-2021

 Like below to appreciate my help . . . Mark as solved + Accept as Solution