Email address on Safe Sender list still added to Junk Inbox

[wallydug]

Email from a business I deal with frequently was recently stored in the junk folder when before it was always in my inbox.  So I added the email address to the safe senders list but the most recent email was still added to the junk folder.

[WelshTerrier]

Good Day.

Please provide us with further information. Depending how the email was formatted, you may not be able to eliminate it from being placed in the junk mail.

A safe sender entry must include the exact email address of the sender or the business domain.

Take care.

[wallydug]

Something is broken with your email system.  Your reply went to my junk folder!  I have been dealing with the business in question for many years and only recently have their emails been posted to my junk folder.  I "copied and pasted" the email address to the safe sender list to ensure it was accurate.

[dks]

Thank you for your reply. This does happen. It has happened to me. Once you add an address to your safe senders list, the problem should go away. At least that has been my own experience. 

[wallydug]

Once again your forum reply went to my junk folder.  This never used to happen.  Also the emails from my business contact are still being added to my junk folder.  Guess I'll just have to keep checking junk or change my email client.

[BellPatricia]

Hey there @wallydug 

Thank you for posting 🙂

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@BellPatricia 

[persuasional]

The same thing happened to me recently and is ongoing. I missed critical emails since I use Thunderbird but none of the junk came over. Bell clearly changed something recently in their quest for 2FA and more security. Now I have to manually move a dozen messages a day back into the Inbox.

[wallydug]

Still going to the Junk folder even when in the safe sender list and the Bell Forum emails also going to junk folder.  I also use Thunderbird and have to troll the Bell junk folder for anything important including Bell reminders that ebill is ready to be paid.  2FA could easily be the problem but they are not prepared to admit it but wont/cant  figure out the problem

[WelshTerrier]

Good Day.

Thank you for reaching out once again. I am experiencing the same issue. 

Bell is aware of this glitch in the email system. The email escalation team is working on it & confirmed that there is a fix which should be implemented later on next week.

If something changes between now and then, I will update this thread.

Take care.

[zimmcull]

I have a recurring problem with webmail putting legitimate e-mails from Bell in the junk folder. They're routine e-mails telling me that my bill is ready or that Bell has received my payment. They're definitely from a legit address (ebill@bell.ca) which I've added to my Safe Senders list. I'm not saying that it always puts them in the junk folder but it's a recurring problem.

[WelshTerrier]

Good Day.

Thank you for reaching out once again. I am experiencing the same issue. 

Bell is aware of this glitch in the email system. The email escalation team is working on it & confirmed that there is a fix which should be implemented later on next week.

If something changes between now and then, I will update this thread.

Take care.

[WelshTerrier · Accepted solution]

Good Day.

The Bell email filter problem appears to have been resolved. I am now receiving Bell emails in my Inbox instead of my Junk mail folder.

Take care.

[WelshTerrier]

Good Day @wallydug 

Thank you for your patience & understanding.

I am no longer experiencing this issue. This glitch in the email system appears to have been resolved & fixed by the email escalation team

If something changes, I will update this thread.

cc @BellPatricia 

Take care.

[zimmcull]

Still an issue for me. Bell Forum e-mails are going to Junk even after I told it that the first e-mail was not junk.

[persuasional · Accepted solution]

My issues have also seemed to be resolved, but you can be sure I'll have to check for a while since my trust in the system has been diminished to some degree. I can appreciate that crap happens in the coding world but it should be easier to file a "critical error" report so that the devs know much earlier than any reliance upon random forum posts.

So, good job with the fix. Bad job on testing in a proper sandbox before full implementation.