topic Re: Not receiving all emails in Email

Not receiving all emails

Mardler — Wed, 24 Nov 2021 02:29:23 GMT

I have not been receiving any email notifications from Facebook for 3 or 4 weeks. All FB settings are unchanged and correct.

Has PN blocked FB emails to my email account?

I have a feeling a few others are missing too.

Re: Not receiving all emails

Mardler — Wed, 24 Nov 2021 09:51:12 GMT

Update.

This morning I received a pending post notification from Facebook. I did NOT receive the accompanying email notification. Other admins did get the emails. Nothing in spam or junk.

There having been NO change to my FB settings, this can only be a PN rejection of certain emails.

Please explain.

Re: Not receiving all emails

Gandalf — Wed, 24 Nov 2021 10:54:30 GMT

Thanks for your post @Mardler

I'm sorry to see you're not receiving emails from Facebook.

Can you try changing your email address in the app and see if you get emails to that address instead?

Let us know how it goes.

Re: Not receiving all emails

Mardler — Wed, 24 Nov 2021 11:03:50 GMT

Yup, I was going to do that.

Will let you know.

Re: Not receiving all emails

Mardler — Wed, 24 Nov 2021 12:17:44 GMT

It appears that a primary FB email address can't be changed so I added a second address and the confirmation email to it arrived instantly.

I am already getting emails to the secondary email inbox but nothing from the primary address.

I think this is enough to prove that it's a PN problem.

Re: Not receiving all emails

Mardler — Wed, 24 Nov 2021 15:23:58 GMT

Update2

Now getting admin email notifications and new posts to groups of which I am just a member from the secondary FB email address.

Absolutely nothing via PN email. That's conclusive.

Please sort this, PN.

Re: Not receiving all emails

Gandalf — Wed, 24 Nov 2021 16:05:24 GMT

Thanks for getting back to me @Mardler

Could you check your junk mail and spam folders in case they've been filtered away into there?

Re: Not receiving all emails

Mardler — Thu, 25 Nov 2021 12:20:14 GMT

I have been checking both since I noticed the problem: nothing.

Re: Not receiving all emails

LaurenB — Thu, 25 Nov 2021 20:13:43 GMT

Thanks for getting back to us @Mardler, I am really sorry for the issues with your email.

If you have a previous email with the Facebook address that you normally get emails from, I would advise to add this to your whitelist in the spam settings. You can do this by doing the following:

Go to your online account.
Log in with your Plusnet username and password
Click on Email Settings (it's on the menu, on the left)
Click Manage My Mail and the go to spam settings

Once added, please let us know if you are still not receiving mail and we may need to raise this to our Net Ops team to query further.

Re: Not receiving all emails

Mardler — Fri, 26 Nov 2021 11:07:50 GMT

I did that and immediately got the message below the text box: "This email address has been blocked." Not by me it hasn't!

My suspicion is that the recovery from the recent problems might have triggered an automated block for too many emails from the same address though oddly the address that sends me by far the most emails is fine.

I have to wait 30 minutes so will be back.

Re: Not receiving all emails

Mardler — Fri, 26 Nov 2021 11:41:54 GMT

"There was a problem

Unfortunately there has been an error updating your details.

Please try again in a few minutes, if the problem continues please contact our support team so we may investigate."

Definitely a problem at PN.

Re: Not receiving all emails

Mardler — Fri, 26 Nov 2021 11:46:04 GMT

Have tried again and again I got the success message.

Has PN blocked the facebook.com domain?

Re: Not receiving all emails

Mardler — Fri, 26 Nov 2021 11:59:38 GMT

And again I got the error message.

Will try entering each one separately.

Re: Not receiving all emails

Mardler — Fri, 26 Nov 2021 12:19:25 GMT

Failed again.

Re: Not receiving all emails

Mardler — Fri, 26 Nov 2021 12:28:39 GMT

The other address also failed.

Why?

Re: Not receiving all emails

LaurenB — Fri, 26 Nov 2021 15:29:33 GMT

Thanks for getting back to me, I am sorry for the continued issues and to be honest, I am unsure why this is happening.

We will therefore get this raised to our Net Ops team for you for further investigation. Can you please just pop us a PM over (click on my name and then to the right, there will be a grey button to 'send private message') with your mailbox this relates to.

When private messaging, please include a link to this thread.

Re: Not receiving all emails

Mardler — Fri, 26 Nov 2021 17:51:58 GMT

Done.

Re: Not receiving all emails

LaurenB — Fri, 26 Nov 2021 18:16:07 GMT

Thanks for the details Richard, I have now raised this to our Net OPs Team to look at further and will get back to you once I have a further response though please note we likely won't hear back until after the weekend.

I am sorry for the continued inconvenience in the meantime.

Re: Not receiving all emails

Mardler — Sat, 27 Nov 2021 00:25:23 GMT

Thanks, Lauren, I have received confirmation of the ticket.

Re: Not receiving all emails

Gandalf — Sat, 27 Nov 2021 16:03:50 GMT

No problem, let us know how it goes.