Previous email responses getting wiped out by newer ones

[Amblan12]

Hi all

Problem occurring since upgrade with multiple recipient emails -

I received an email from client 'Leanne', sent to both me and 'Ian' which requested information from Ian on my behalf.

'Ian' replied to all recipients including myself and included the information as an attachment.  'Leanne' then replied to all recipients, thanking 'Ian' for providing the information. 

The only email showing in my inbox is now from 'Leanne'.  I cannot see the email directly from 'Ian' which means I cannot access the attachment he sent.  Only place I can see Ian's email is lower down on the thread from 'Leanne' and the attachments I can open are the ones on the most recent reply from 'Leanne'.

Surely if I search my inbox for emails from 'Ian' I should be able to  see it, as he did include me in the group of recipients he sent to?  I've looked in settings but can't see anywhere to fix this.

[Gondola]

Hi Amblan12 

Just following up on this topic. I've just come across this issue whilst viewing emails via a migrated mailbox. I'll need to do some more checks. I was viewing a sequence of emails for today and noted that after the mail messages were read there was one missing. I found the message in the 2023 Archive folder. 

So, if you could check the 2023 Archive folder and see if your 'missing' mail messages are there that would confirm the fault condition and I can request a fault ticket.

[Gondola]

Perfect. The default selection exactly as you have it should therefore be showing in the Inbox the list of all individual mail messages exactly in the timestamped order they were received in the Inbox. Heads up that not necessarily in the time stamped order of sending as there could be individual delays in receiving when mail is delayed by scanning for possible malware in attachments.

I would also check the Spam and Trash folders just in case some mail is diverted to Spam and to cover the possibility that mail is read by another device connected to the mailbox and that device is automatically moving read mail out of the Inbox to a local Bin folder or the online Trash folder.

But normally I'd expect you to see all received mail in the Inbox.

[Amblan12]

Thanks for your reply.  Conversations is not ticked.  Ticks against sort by date and descending (see screenshot).

 

 

[Gondola]

Mail systems don't overwrite previous emails but messages can be viewed as 'Conversations' and as 'Unread' messages.

First thing is that I cannot see what you see or your setup so I'll start with how you're displaying mail messages.

In TalkTalk Mail on the new OX Cloud 8 platform there is a folder view - showing mailbox folders, a List view - showing a list of emails in the selected folder and the email detail view showing individual mail messages.

Above the list view there is a More options triple dots menu. What options are ticked in that menu and is Conversations ticked?