Email missing

[Jkent447]

All emails have been working for several years for 5 email premier accounts and in the last 2 months some emails are now missing but it’s not all of them from any provider. As an example Vinted mails used to all come into my inbox now only 3 in 50 arrive but if I forward the postal instructions from Vinted those appear in my inbox. I am also missing other email from workmen I have used and received mails from previously. 
Nothing has changed all my devices iPad, iPhone and iMac are the same with no updates that has effected Mail. I have checked imap settings all correct on all devices. No filters or rules on any accounts. I have also logged onto the bt.com mail accounts directly again all ok. Also checked spam,trash and all other folders. I have logged onto my Vodafone router again nothing in there.

i think it is something on the BT server that is blocking or deleting. Tried the instant message but that bot just sends me round in circles if email is selected and points me towards help docs which are useless for this issue. Tried calling the helpdesk again the agent has no idea or access to check on the main server for account settings. 
I can see others are having the same issues can anybody help ? 

[Leanne_T · Accepted solution]

Hi @Jkent447 

Thanks for coming to the community. 

If the emails are still missing since you posted, could you search for the emails to see if they are in your trash/deleted folder? 

If nothing is showing, please get in touch with our email tech guides and they will get this investigated for you. 

Thanks 🙂

Leanne.

[Jkent447]

Thank you Leanne it seems the emails are coming through sporadically again was ok for a couple of days. I will reach out to the tech guys I still think it is something being blocked on the by mail server and this has been the issue all along. As mentioned I have gone through trash, spam nothing. IMAP ok on all devices. Logged onto all email accounts directly via bt.com in case that was the issue. Whilst on checked on all 5 accounts for filters, rules etc etc all settings nothing there either. Apart from changing provider not sure there is much else I can do.

[Jkent447]

Just tried that link the chat is just a chat bot that points me towards the same things I have tried and mentioned above. Goes round and round in circles and gets nowhere. When I have a few spare hours I will attempt to call the helpdesk number but my previous experience of that was also useless and many hours wasted. I gave up my bt package which I held for 20 years broadband, phone and tv because of the terrible customer support. If I can find an alternative provider for email I will do that also.

[Peter_W]

Thanks for the update here, @Jkent447.

I've had things double checked with our email specialists at my end, and they can't identify anything being blocked specifically, so giving us a call so they can raise a ticket and investigate further is definitely going to be the best way forwards.

Keep us posted on how you get on!

Peter

[Grace3]

I am having this same issue! Has happened randomly a few times over the last few months now today it’s happened to 2 emails! They are in my inbox and then before I can click on them they completely disappear, they are not in any other folder as I’ve checked everywhere and don’t come up when I search! 

[Leanne_T]

Hi @Grace3 

I will ask our email team to look at this for you and have sent you a private message to get some extra details.

Leanne.

[gg30340]

Make sure that the "Conversation" View is not active.

To do that log onto your BTMail account and click on "View" in the menu bar at the right hand side. Scroll down and Single click "conversation view" to toggle it on or off.

When you toggle it on or off you will see the name "Conversation View" change colour from grey to blue when it is turned on.