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non-receipt of email

Popular Poster
Message 5 of 5

I have a onetel email account and some of my incoming email is not arriving in my inbox.  It has been accepted by the TalkTalk mail server but not delivered to my inbox. Why? Please would you fix it?


Message 1 of 5

Hi redrose2, Gondola's advice is as always great. Please let us know how you get on. 




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.


Message 2 of 5

Hi redrose2 


Onetel email mailboxes are on the TalkTalk Mail platform and use the same sign in and settings as all the TalkTalk Mail domains. 


If you see the message that there is no filter rule defined then there's nothing stopping mail from arriving in your Inbox. 


The fact that your own email disappears from the Inbox means that mail is being collected by an email client or mail service, being downloaded and deleted from the Inbox. 


You did have Thunderbird set up to collect the mail so if you see your own mail message in the Thunderbird local Inbox then that's where I'd expect you to see all other mail messages. 

GondolaVolunteer 2017-2022

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

Popular Poster
Message 3 of 5

Thanks, I have tried to do all you suggested (although this seemed to be via TalkTalk email rather than onetel).  There were no messages at all visible in any folder.  I self-sent a message OK but it has since disappeared.  No filter rules.  

I am utterly confused as to why emails from one particular source are not arriving and seem to be vanishing into the ether. 


Community Star
Message 4 of 5

Hi redrose2 


Select here: Sign in to TalkTalk Mail

Enter your full onetel 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.


Let us know what you find.

GondolaVolunteer 2017-2022

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