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Not receiving emails on email address

Message 7 of 7

Hi, I have been having a problem receiving emails. I have not received new emails (with the exception of TalkTalk engineer's tests) since Saturday morning 25th September. I have tried both the web app and my own client and used several browsers, and accessed using both my laptop and PC so I feel certain the problem must lie at TalkTalk's end. I had a very long chat session with TalkTalk but this did not really help. I was eventually sent off to reset my router, clear the cache etc. This has made no difference.  My own tests (sent from a Virgin email account) do not arrive, neither have my normal expected morning emails and , for example, authentication emails from amazon. This is quite a problem for me as I use this as a main account.


Message 1 of 7

Hi johnbou, Gondola's advice is spot on. 


Please let us know if you need more help.



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 7

Good that you're back in control. We've seen this before with Amazon hackers. Do you know how your password got discovered? Worth checking your email address with in case that reveals data breaches. 

GondolaVolunteer 2017-2021

 Like below to appreciate my help . . . Best answer is + Accept as Solution

Message 3 of 7

Thanks for the help. I didn't think to look for autoredirect as I knew I hadn't touched it. Somehow an autoredirect had been set up along with a filter sending emails from Amazon to that same address. I have removed them and obviously changed the password. Everything sent to my email address since Saturday 25th seems to have been diverted to a gmail address and deleted. I have been unable to access Amazon for the same period of time largely because authentication requests from Amazon were being diverted. I have also changed my Amazon password. 

Message 4 of 7

Hi johnbou 


If you didn't set up the redirect then assume that your password has been compromised. 


Make sure your email devices are free of password grabbing virus, trojan or other malware.


Make sure your password recovery reset details are present and correct. Update your reset details is on the main menu (triple line icon top right header bar or cog icon for mobile browser).


Then change and upgrade your password. 


 Changing your email password

GondolaVolunteer 2017-2021

 Like below to appreciate my help . . . Best answer is + Accept as Solution

Message 5 of 7

Hi I had a redirect set up. I did not do this. The redirect email address is not one of mine. Have I been hacked?


Community Star
Message 6 of 7

Hi johnbou 


You say you got some TalkTalk emails. Were these picked up directly from the lineone mailbox? 


Are you a current TalkTalk Consumer home broadband customer?


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

  • Your name, current TalkTalk home 'phone number. An alternative (mobile preferred) contact number. Full address with postcode (Location)
  • Scroll down to Private notes to add the lineone email address, notes and references etc
  • After checking and updating, Save changes

Select here: Sign in to TalkTalk Mail

Enter your lineone 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.

  • 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 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.


Select here: TalkTalk Mail Support Hub

Check that your Email Settings, particularly server host names and port numbers match those for TalkTalk managed email addresses.


GondolaVolunteer 2017-2021

 Like below to appreciate my help . . . Best answer is + Accept as Solution