Someone can't send me email. Is it my service or theirs?

Category: E-mail

Last updated on September 24, 2010 | Print | Bookmark

If your email is forwarded to a different address, please see the "Forwarded Email" section below.

The most common reason for not being able to receive mail is a full mailbox. Before contacting our office, please try cleaning your mail account using Outlook or using Thunderbird to see if that fixes the problem.

For any email issues, it's best if you can provide as much information as possible, including:

  1. The email address of the sender.
  2. The email address the message was sent to.
  3. The subject of the email.
  4. The approximate date/time it was sent.
  5. Any error messages that the sender receives.

Based on this information, or as much as you can send us, we can look through the email logs and try to determine what happened. Simply contact our office for assistance.

Forwarded Email

If you have your website email automatically forwarded to a different email address (such as a Shaw, Telus, or Gmail account), your other mail provider may block your email from sending or receiving. Shaw in particular has recently tightened up their spam detection systems, and any email that doesn't have a Shaw address in the "To:" or "From:" field tends to get discarded.

For example: Say you have the website, and the email address Instead of getting your mail directly from, you arrange to have all of the mail for that address forwarded to

Shaw sees that there is mail coming to, but that the address is in the "To:" field -- and they assume that someone is trying to spam or scam you. So they block all mail coming from

How do I fix it?

Unfortunately, we have no way of altering the spam-catching techniques of other email providers. The best solution to this problem is to stop forwarding and directly download the email from your website. To do this, contact our office and request that your website email be changed from a forwarding account to a POP account. We will give you your login information, and then you can add your website mail to your mail client .

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Created on July 16, 2010 with 10551 views