email support

Ask us about your TalkTalk email account and Webmail.

cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

missing e-mails

LindaK
Conversation Starter
Message 10 of 10

We have family in Hong Kong who have always regularly kept in contact by e-mail, but over the last month their e-mails are not getting through. I think they are receiving what we send, so it just seems to be inward messages that are being blocked somewhere. Any helpful suggestions as to how we might resolve this please? 

0 Likes
9 REPLIES 9

LindaK
Conversation Starter
Message 1 of 10

Hi Ady, Could you chase this up please? The e-mails are still not arriving so my stepdaughter is having to cc her messages to someone else so that they can be forwarded to us, which is kind of ridiculous. Thanks. 

0 Likes

Message 2 of 10

Thanks I've raised this over to the team for investigation. I've heard nothing yet though. 

 

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.


LindaK
Conversation Starter
Message 3 of 10

Hi, I've put the full sending e-mail address in my private notes on my community profile. The last message was sent on 29 October at 06.23, which I think is probably UK time. although I'm not quite sure. In HK time that would be 14.23 I believe. 

Message 4 of 10

Hi LindaK 

 

Thanks for confirming there is no filter rule defined for your mailbox.

 

The domain cdchk.org is not on the normal agency blacklists and uses Google servers and unlikely to have ongoing problems in mail delivery.

 

The email address will be impacted by any blocking of the parent domain. So if there is any blocking of outgoing mail for that domain by the Chinese authorities or if, for example, their newsletters are going out but have been marked as spam by TalkTalk Mail users instead of unsubscribing then you'd not receive the reply.

 

TalkTalk would need to check the inbound mail servers so I'll make a request for you. Please put in your Community profile Private notes the full sending email address and the last date and time when mail was sent so that TalkTalk can check. Note whether the time of sending is HK local time or GMT.

GondolaVolunteer 2017-2021

 Like below to appreciate my help . . . Mark as solved + Accept as Solution

LindaK
Conversation Starter
Message 5 of 10

There are no filter rules showing.

The e-mail domain is @cdchk.org

0 Likes

Message 6 of 10

When you sign in to your TalkTalk mailbox what exactly do you see when selecting Filter rules?

 

What email domain is your friend's email - just the part after the @ symbol?

GondolaVolunteer 2017-2021

 Like below to appreciate my help . . . Mark as solved + Accept as Solution

LindaK
Conversation Starter
Message 7 of 10

Hi Ady, What was suggested hasn't made any difference, and the e-mails are still not getting through. Interestingly, we can send them to the person concerned and they arrive okay, but when she replies they disappear somewhere in the ether.

0 Likes

Ady-TalkTalk
Support Team
Message 8 of 10

Hi Linda K, it looks like Gondola's got this in hand for you. Please let us know how you get on. 

 

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 9 of 10

Hi LindaK 

 

I assume your contact does not get a bounce back error message from TalkTalk Mail? I'm sure you would have said. 

 

A quick test of your TalkTalk mailbox to prove there's nothing stopping mail from getting to your Inbox.

 

Select here: Sign in to TalkTalk Mail

Enter your TalkTalk 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 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. 

GondolaVolunteer 2017-2021

 Like below to appreciate my help . . . Mark as solved + Accept as Solution