Unable to exchange emails between Lineone users

[Kilonova]

My wife and I both have Lineone email addresses. A few days ago, both of us stopped being able to receive emails from each other. Regardless of whether we use webmail, POP and IMAP. If either of us sends the other an email, then the email appears in the sent items of the sender, but nothing arrives in the recipient's inbox. We have not set up any new rules, and we have checked that none have been introduced in the background by the TalkTalk system.

If we sent emails to other recepients (non Lineone), then the emails are successfully received by these other parties. Equally, we can receive emails from these other parties. Just not from each other.

So what is going on? Please help.

[Ady-TalkTalk]

Hi all, the email team have confirmed that the issue should now be resolved.

Ady

[Gondola]

Hi Kilonova, I'm just pleased that this unusual fault has been located and fixed.

Hi Liger1956, I'm personally not able to test having had TalkTalk delete my lineone.net mailbox because I wasn't a TalkTalk customer in 2011. So, I'm reliant on you to say if the previously sent emails did get buffered by the TalkTalk SMTP servers and are now being received.

My instinct says that if the fault was the TalkTalk SMTP servers bouncing the on platform mails from lineone.net addresses then those servers will not have buffered the sent mail and the only bounceback would have been from the TalkTalk SMTP server to the Open Xchange back end server and that would definitely not go anywhere.

[Liger1956]

I am also now able to send emails between @Lineone.net accounts and from @Lineone.net to @Tiscali.co.uk.

Will emails that were sent when the system was broken be recovered or are they lost into the either?

[Kilonova]

Hi Gondola

I have just tested sending an email to myself and to another Lineone email user, and yes, it is now working again.

This is a great relief.

a BIG THANK YOU for following up on this, and also to the TalkTalk engineer/s that resolved this problem.

best wishes

kilonova

[Gondola]

Hello all lineone users on this topic.

I've had a confirmation from another lneone user that the on platform sending from lineone to other TalkTalk Mail addresses may be working once more. May I ask you to test and let us know.

[Gondola]

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Liger1956 wrote:... I do not have any problems sending or receiving email messages to and from addresses outside the TalkTalk domain.

---

That's exactly what I'm saying. So, for the time being, until TalkTalk fix the issue, the two of you know that lineone mail sending to lineone mail sending does not work and therefore your temporary workaround is to add a non-TalkTalk email address to receive mail from the mailing list.

Obviously not ideal but it works. And it's just until there's a permanent solution.

The issue hasn't, to my knowledge, happened before so it's a rather unique fault condition.

[Liger1956]

Gondola, I do not have any problems sending or receiving email messages to and from addresses outside the TalkTalk domain.

I am on a club committee where two of us have TalkTalk email addresses which is making group emails very difficult as if either of us replies to an email the other does not get it.

[Gondola]

You can send from lineone mailboxes to non-TalkTalk addresses. The on-platform mail send fail from lineone to TalkTalk Mail addresses is being investigated. The Rules / Filter Rules act on incoming mail. Plus the new mail platform can have a Rule operate on mail already delivered. But no Rules will affect the sending of mail only the receiving of mail.

[Kilonova]

Hi Liger1956

Welcome to the thread, and the more the merrier!

Although this is not a subject causing any merriment among of TalkTalk's email customers, all of whom I understand are affected by this message blocking problem.  It appears to be recognised issue, and I believe TalkTalk engineers are looking into it, I would assume as a matter of urgency.  I am very grateful for the inputs from Ady, and and it would great to have an update - or a resolution of course . 

[Liger1956]

Not wishing to hijack this thread but I am having the same problem. I cannot send an email to myself or my wife using our @Lineone.net accounts. I also cannot send an email from my @Lineone.net account to my @Tiscali.co.uk account. I have deleted the 2 rules that were set up in my webmail portal. One was for Vacation and one for Hotmail but there has been no change.

[Ady-TalkTalk]

Thanks for adding the address. The issue is still being investigated. 

Ady

[Kilonova]

Hi Ady

As requested I have added the other lineone email address to my profile, with which I am unable to exchange emails.

This is in addition to not being able to send emails to myself either.   I hope a solution to this is found quickly.  Thanks

KiloNova

[Ady-TalkTalk]

Hi Kilnova, please add the other mailbox to your profile so that I can add it to the ticket.

Ady

[Iantech]

Hi Kolnova,

Just to let you know, Talktalk is supposed to be looking into this for me as well. Bizarrely It seems lineone emails are being blocked to all other Talktalk accounts, but nobody else! 

[Kilonova]

Hi Ady

Thank you for investigating this issue, which seems to be caused by a problem in the TalkTalk backend system.  I am happy to do more tests if required.  I hope it can be resolved relatively quickly, as this is interfering with my day-to-day comms.  

best wishes

KiloNova

[Ady-TalkTalk]

Hi Kilonova, as others are having the same issue, I've asked the email team to take a look. 

Ady

[Gondola]

OK, the disabled Vacation Notice would not have any effect on messages arriving in the Inbox. When checking Rules now you should see an indication that 'There is no rule defined.' Which means there is nothing stopping any mail from arriving in the mailbox Inbox.

So as long as you did send to the correct email address and you can check by looking at the item in the Sent folder then that should arrive in the Inbox. Just in case mail is being collected by a POP3 mail collection service you can check via the Security option that the only device signed in to your mailbox is the device you're using. If not then sign out all devices. If you don't recognise any device then upgrade the mailbox password to make sure any rogue mail collection service is not downloading and deleting your mail from the Inbox.

The Gmail mail collection service, for example, works only as POP3 mail and if that is set to not leave a copy behind then it will delete downloaded mail from the Inbox.

Before responding to you, I did check on-platform mail sending because we did have an issue with that. But I did not find a fault and it's still working as expected for talktalk.net to talktalk.net mailboxes.

If lineone.net to lineone.net is still not working after the above checks then there must be an issue with on-platform mail sending but not affecting talktalk.net mailboxes.  The mail platform vendor would have to investigate that issue.

[Kilonova]

Hi Gondola

Thank you very much for your swift advice.

I followed your instructions.

My webmail Spam and Trash folders were empty.

I sent an email to myself.  It appeared in my sent items, but it did not appear in my inbox.  There were no error messages.

I then went into my settings to check if there were any rules.  I found one called "vacation notice (disabled)" which I deleted.

There were no other rules.

I then sent myself an email again, and it followed the same behaviour as above.  ie. it appeared in my sent items, but it did not arrive in my inbox.

So I still seem to have a problem.  I will be grateful for any more suggestions.

Many thanks

[Gondola]

Sign in to your lineone mailbox.

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.

• Select the Main settings menu cog icon      top right on the blue header
  (Unmigrated mailboxes - use a triple line icon and if using a Mobile browser - use the desktop version)
• Select All settings... or Settings from the top of the menu
• Select Mail and scroll down to Rules
  If there's no rule defined, that's perfect
  (Unmigrated mailboxes - select Filter rules)
• To delete a Filter rule including any Auto forward
  select the X icon formerly 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
• Otherwise Disable all filter rules

NB If you have a Blocked Senders Rule / Filter rule then definitely delete that.

Now retry the self send test with Rules disabled.