Not receiving mail

[AlexG64]

Looking for help here. I've received no emails to my Talk Talk Plus since 11/1/22. I only use Talktalk for my emails  and pay £5 the month for this service.

I cannot phone them as the options when phoning are broadband or mobile plus no other phone numbers seem to work.

I use an iphone 8 which is 3 years old and have never changed the settings. I also use a 6 month old iPad which again has no changed settings since getting it. I also check my work desktop to check my emails.

None of the above are receiving any emails. I can send but not receive. 

I did have a chat for 3 1/2 hours with an adviser but got nowhere - kept asking the same questions but still no sign of incoming mail.

I have tried signing to manage my account but keep getting 'technical problems'.

IT guys at work are sure its a server problem but I cant get to speak with anyone.

I am expecting airline tickets in 3 weeks by email  so please any advice would be welcome.

[Ady-TalkTalk]

Hi AlexG64, were you ever able to access your MyAccount and if you were did you add the email addresses affected to your account under the Manage Mail tab?

Ady

[Gondola]

Hi Alex

The MyAccount sign in resulting in "Sorry due to technical issues we can’t log you in right now..." is an unresolved issue for some MailPlus customers but it's not related to the lack of emails received from 11 January.

It's likely that your mailbox password has been compromised and that an unauthorised auto forward or other filter rule has been set up to divert your mail messages.

So, the first thing is to scan your devices to remove any password loggers left by viruses, trojans or other malware.

Then 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 the impacted email address, notes and references etc
• After checking and updating, Save changes

Then 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.

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, any auto forward or other filter rule 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.