First I'll guide you to check you have no Filter rules that might be diverting mail from your Inbox. If there are no Filter rules defined then you will need to explain to your employer that even if mail sending from them is successful they must ask their mail sending service to remove the suppression on sending to your email address. Because what usually happens is that the mail sending service that your employer uses will have had a problem delivering mail and as a result will have suppressed sending. Your employer is just seeing the successful delivery of the mail to their mail sending service not the final delivery to you.
But TalkTalk can carry out a check for any mail that your employers mail sending service has sent in the 7 days prior to making a check. i.e. very recent mail only, no older than 1 week. So, you may need to get a further test send organised.
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, your employer's sending 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.
Next is a check that your mailbox is working as expected. 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.
The important thing is to Delete any and all Filter rules found.
Now, assuming you didn't find the message in Spam or Trash and if there were no filter rules defined and TalkTalk don't find any block or rejection of mail to your mailbox, go back to your employer and give them the explanation I gave you at the top of this post.
