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Not receiving onetel emails at all

lausha
First Timer
Message 3 of 3

Hi

 

I usually use gmail to access my onetel emails. Today (and possibly earlier, I don't know) I have not been receiving them. I logged into the Talktalk app and there was no sign of any being received, so it wasn't the gmail account not picking them up that was at fault.

 

I tried to send an email from the talktalk portal and that was received fine, arrived within seconds to my gmail account.

 

I've sent emails to my onetel account from all sorts of email accounts and no emails are showing up as received at all - either in my onetel-accessed-via-gmail or in the talktalk app.

 

Totally stuck, no idea what to do now. 
 
Thanks for your help.
0 Likes
2 REPLIES 2

Ady-TalkTalk
Support Team
Message 1 of 3

Hi lausha, has Gondola helped you get this sorted or do you still need help with it?

 

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 lausha 

 

If mail messages are not being received in the online Inbox then you may have a rogue auto-forward or other filter rule that's diverting or blocking the mail messages.

 

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 your onetel email address, 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.

 

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 you do find an unexpected Filter rule then assume your mailbox password has been discovered. For a compromised mailbox I'd always suggest scanning your email devices for viruses and malware before changing any password. Do change the password promptly.

 

Password Reset details should have been set up for the email address so that an alternate email address and or mobile number can receive a password reset link or 6 digit code. Please try the Forgotten your password? option. Enter your email address, complete the reCAPTCHA security and select Continue.

 

If there's an alternate email address or mobile number shown that you recognise from the hints, and have access to, then please select one of those to send a password reset. If you can sign in to TalkTalk Mail webmail then for routine password changes select the password reset to be sent to the account itself or, preferably, update Reset details via the TalkTalk Mail main settings menu then use the Forgotten Password journey.

GondolaVolunteer 2017-2021

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