topic Re: Emails from regular customers not received in Email

Emails from regular customers not received

Anneyc — Fri, 25 Oct 2024 11:48:28 GMT

It has become know to us today that a couple of our customers had sent emails to us on the 24th of September, and we did not receive them. They have both successfully sent emails before and after, they come from @hotmail and @btinternet addresses. You can see when they sent the emails in their follow-up threads. The emails aren't in the spam, folder, nor did they arrive in any other email clients that we use. I hadn't changed any of the spam filtering. We received other emails successfully on the day. As a result, we lost the business of one customer and the reliability reputation of the other. It concerns us that we may not be receiving other emails from our clients. Can you please shed light on why this has happened and how we can prevent it happening again?

Re: Emails from regular customers not received

jab1 — Fri, 25 Oct 2024 12:35:23 GMT

@Anneyc The two domains you mention are nothing to do with Plusnet - you/your customers need to contact the businesses concerned.

Re: Emails from regular customers not received

Baldrick1 — Fri, 25 Oct 2024 13:30:13 GMT

@Anneyc

I can't comment on why you are failing to receive emails, it could well be that the Plusnet spam filter rejected them.

I would question your use of the Plusnet email platform for conducting business. If you want to prevent it happening again you may think it prudent to use a professional email service, where you have much more control. I would recommend Mythic Beasts (https://www.mythic-beasts.com/). A personal domain name and email service will cost you less than £30 a year.

Re: Emails from regular customers not received

Anneyc — Fri, 25 Oct 2024 16:39:49 GMT

@jab1 Sorry, I wasn't clear- the emails were sent to our Plusnet email address. The emails were sent from our customers from their personal email addresses (btinternet and hotmail addresses) - I wasn't sure if that might be relevant and if Plusnet may have an issue with emails coming from those domains

Re: Emails from regular customers not received

Anneyc — Fri, 25 Oct 2024 16:37:22 GMT

@Baldrick1 Thanks for the suggestion. We've been using the plusnet email address for over 20 years so it would be quite a task to change that now. I was hoping for some insight as to why it happened, and if there was a way to prevent it happening again. For instance do we have any control over the Plusnet spam filter (aside from our own filter settings)? AFAIK they weren't marked as spam?

Re: Emails from regular customers not received

MisterW — Fri, 25 Oct 2024 16:54:32 GMT

In your spam settings, Make sure that 'Discard obvious spam' is set to Off

Re: Emails from regular customers not received

Anneyc — Fri, 25 Oct 2024 17:45:42 GMT

Thanks for your suggestions.

I've dug further and checked the settings in the Plusnet webmail portal. There I found a bunch of emails that were sitting in the Junk box, including the missing emails. I've know idea why they ended up in there, or whether it could happen again and how to prevent that. Otherwise I guess I will just have to log in to check the webmail boxes more frequently than I currently do.

Re: Emails from regular customers not received

MisterW — Fri, 25 Oct 2024 18:23:31 GMT

Sounds like you've got your Spam settings as 'Move to Spam folder' and your email client isn't accessing that folder. I suggest you change the settings to 'Add SPAM to subject' and 'move to Inbox' .At least then you'll see them and can filter them in your email client

The settings you want are in 'Manage my mailboxes' , in the member centre,\. Go to the Spam tan

Re: Emails from regular customers not received

Anneyc — Fri, 25 Oct 2024 18:34:24 GMT

@MisterW I hoped it would be something as simple as that but it isn't ...

Re: Emails from regular customers not received

MisterW — Fri, 25 Oct 2024 18:45:58 GMT

@Anneyc I'd certainly turn the 'discard obvious spam' to off