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Missing many incoming emails - again

crdr
crdr Posts: 23 Contributor
in Email

Had this problem back in early September, you were able to get it fixed then. Well, its back!

I've found out from a number of people I do business with that emails they have sent me this past two weeks are not making it to me. They are not getting bounced emails, but they are not showing up to me. I have checked trash/spam settings/folders, nothing there. Seems random which ones make it and which do not. The senders are on different providers.

When this happened in September, some emails were getting lost, others were coming through a day or two later. Now, nothing delayed but many are not making it to me at all.

Please look into this!!

Answers

  • Jilliana_M
    Jilliana_M Posts: 227 ✅ Verified Employee Moderator

    Hello @crdr!

    Thank you for reaching out and bringing this to our attention. We understand the importance of receiving the emails that have been sent to you and are more than willing to help in any way we can. Using the information provided during your registration process, I was able to access the account. Prior to troubleshooting, I'd like to further diagnose the issue by asking a few additional questions. The first, are you currently using webmail via Spectrum.net, or a third-party platform such as outlook or an email application? The second, if you are using Spectrum webmail, can you confirm that the storage isn't full? Please know we are here for you 24/7, so you can get back to us when it's convenient for you.

  • crdr
    crdr Posts: 23 Contributor

    Hi Jilliana,

    I normally use Thunderbird on my PC to access email, or K9 from my tablet. I have checked the webmail site as well, and there is only a couple of emails stored there, no where near full.

    I do get many emails from the senders that I have been missing emails from, its intermittant that ones go missing. I only find out when they send me one that asks why I havent replied to one from the last day or so, that I never received.

    If it helps your diagnosis, one of the domains that I know is getting this problem is 'vpdcs.com', but there are others too. Some emails come through, some do not. These are just text emails, no big attachments in them.

    Thanks for looking!

  • Jilliana_M
    Jilliana_M Posts: 227 ✅ Verified Employee Moderator

    Thank you so much for your response. I was able to look into that domain, and it doesn't appear to be valid. Are the emails being received by known contacts? Can you also confirm that the emails are not being filtered into the spam folder?

  • crdr
    crdr Posts: 23 Contributor

    You must not have typed right when you looked up vpdcs.com - its the site for Village Press, a publishing house thats been around for many years. Just type that address into a browser and it will take you to their site! I've been working with them as an author for years for one of their magazines. And no, none of their emails have been going to my spam folder. Most emails make it through, but some do not. And thats just one place I work with where I am having this issue.

  • crdr
    crdr Posts: 23 Contributor

    Been a couple days - any progress??

  • Edward_T
    Edward_T Posts: 375 ✅ Verified Employee Moderator

    Hello @crdr;

    I checked your email account that is registered to your account and I am not seeing any filters are setup that would affect this. There could still be a spam related block that could be affecting this. Most mail servers including ours may filter emails if the mail server that is sending email does not have a Reverse DNS record. This kind of issue does not always show as a bounce back message. I checked the domain that you provided and I am not finding one for their mail server. Our systems will also automatically block a mail server that is sending a lot of messages to our systems. Bounce back messages do usually arrive but they can be delayed being sent to the sender. I would recommend you contact the senders to make sure their DNS records are setup correctly to ensure their emails are accepted by our servers.

  • crdr
    crdr Posts: 23 Contributor

    Its not just one or two senders that I'm seeing this with, its half a dozen, all different senders with different domains and providers. Most of the time I get emails from them, but at random they go missing. If it was a setup issue like that, it would not be this random.

  • Edward_T
    Edward_T Posts: 375 ✅ Verified Employee Moderator

    The other email senders could be having similar issues. We do need a bounce back message indicating the problem so it can be escalated. Generally email servers affected this will have their emails put into a que and will eventually receive a bounce back message. The bounce back message can take several days to arrive. It may also be registered on the email sender's server logs. Email servers that send us a lot of messages can be put on a temporary block. This is often due to not have a reverse DNS record. Reverse DNS records are used to authenticate an email server is not an email server that is sending spam.

  • crueby1@rochester.rr.com
    crueby1@rochester.rr.com Posts: 1 Newcomer

    I'll notify all of them to let me know if they get a bounce in future, but in the weeks this has been happening none have gotten one. They are not seeing issues with others they email with. I may have to find a new provider.

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