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.

[dks]

As you can see from any forum page bottom, the forum is powered by Khoros software. Bell is not the developer and so may not have the level of control for problem resolution a proprietary owner might have. I had the same issue as you and also flagged it. It appears to be resolved now. 

[zimmcull]

Just to clarify, Bell Forum e-mails (forum@bell.ca) are going to Junk every time even though I mark them as not junk every time. I don't understand how Bell Mail doesn't understand that bell.ca is a legit domain or why it isn't learning from what I mark as not junk.

[wallydug]

ditto

[dks]

Just to clarify, email notifications from this forum are still going to your Junk folder in the Bell web mail client? That particular issue has been resolved for many as of 9:00 AM on Friday, July 11. If it is not in your specific situation, that is helpful to know.  

[zimmcull]

Nothing has changed for me. Yesterday, I noticed that the usual e-mail from Bell saying that my bill was available was in my Junk folder, even though the address is in my Safe Senders list. I marked it as not junk and it was moved to Inbox. Today, it's back in Junk. Also Yesterday, I received the usual e-mail saying that my payment was received. It went to Inbox initially but, today, it's in Junk. In addition, e-mails from Bell Forum continue to go to Junk. I don't understand why this is so difficult to fix.

[WelshTerrier]

Good Day.

Thank you for your comments & feedback.

How are you accessing your Bell emails? Are you accessing your email messages using a web browser, email client or a mail application? Are you using more than one method for message retrieval? Computer, mobile device, tablet, software client program, browser, mail application, etc.

If so, then you should verify & alter the email client / app mail settings for blocked senders & related options within the devices & program that you are using & adjust accordingly.

I have included the following browser webmail settings. Please have a look at them.

Could you please log in to your Bell email account using a web browser and verify the following information.

1. Please login to your webmail account with your web browser. Go to > Settings.
2. Select > Mail.
3. Scroll down and Select > Blocked senders. Verify that the domain bell.ca is not on your list. If so, please remove this from your blocked senders list.
4. Go back to Mail setting & Select > Safe senders.
5. Remove (ebill@bell.ca) from your list.
6. Add the following domain to your Safe senders list: bell.ca
7. Go back to Mail settings & Select > Security. Select > Spam & Virus options that best meet your needs & save your change.

Take care.

[zimmcull]

I'm viewing my e-mails on my computer and accessing the settings that way. I've verified that there is nothing with the domain bell.ca on my Blocked Senders list and I've added the domain to the Safe Senders list, in addition to the various e-mail addresses that I had already added.

[WelshTerrier]

Good Day.

Thank you for replying. Beyond what I have suggested for you to do, there is little more in terms of assistance that I can offer up to you.

If you have followed my earlier suggestions, then your mail issue should be resolved.

Let us know once you have had a chance to confirm this.

Take care.

[persuasional]

I am continuing to have this problem. Emails from some Safe Senders are being consistently put into the Junk folder.

[BellPatricia]

Hi there @persuasional 

Thank you for letting us know. 

We would like to review this and I will reach out to you via PM soon so we can get some more information. Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

@BellPatricia 

[NorthernZ]

In my experience, the Sympatico spam filter is horrendously bad when it comes to "safe senders". I can't tell you how many times family member emails have been sent to the online junk mail even though they were identified multiple times as "safe senders" or even when replying to an email that I sent. It has come to the point that when I have not received a reply from someone after a few days, I log on to Bell mail online to check the spam filter. Often, the replies are there. I don't understand why Bell is not able to fix this problem. (BTW, I had a similar but worse situation a few years ago when Bell was even send emails from Sympatico.ca to the junk folder. At that time, I worked with Bell Executive Care to try to resolve the problem, providing logs, header and other information, but they finally gave up. Thankfully that problem resolved itself at some point.)

[dks]

Thank you for your concern. I have had the same experience. Certain important e-mails are sent to junk. I have had the same experience with GMail, as well. My personal response is to check my sympatico email every few days and to clear out the junk folder. You may have other solutions. 

[NorthernZ]

In my experience, Gmail has been extremely accurate for me and if it does make the odd mistake, once I correct it, I can't recall it happening again (In other words, it learns). I have no solution for Bell mail other than to go online and check if I haven't received something I am expecting. Perhaps I should just make it a habit like you to log in every few days and check.