For TalkTalk Support include 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 email address(es), 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.
Select the New email button to compose and self-send the same mailbox a mail message. Check that the message sends without error, is copied into the Sent 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
- Select All settings
- Select Mail and scroll down to Rules
Select the chevron icon > to see all defined Rules
If there's no rule defined, that's perfect
- To delete a Filter rule including any Auto forward
select the X icon to the right of the rule
The icon background will turn red X
- 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.
If you've done the above checks and tests and there's nothing stopping mail from arriving in your Inbox then let us know the email domain of the tutoring company. The domain is the part of their email address after the @ symbol.
If TalkTalk were blocking their address then they'd see a bounceback error message. But if they see no bouncebacks and their mail doesn't arrive in your Inbox then there is a reason. The tutoring company could be using a bulk mailing service to send out their mail messages. These services use suppression lists when their mail messages do not get delivered for any reason. If after retrying to get mail delivered they get a bounceback from TalkTalk then your email address goes on to their suppression list and they simply stop sending you emails. The tutoring customer service may not be aware of this practice and as far as they concerned all they see is messages to you leaving them and they get a successful delivery to the mail sending service and never see the mail service sending failure bounceback.
If this is the case then you contact the tutoring company and explain and ask them to get their email admins to remove your email address from the sending service suppression list. Then you'll get their emails once more.
