Raised this Three times with Orange and twice I get some standard fob off, and latest goes unanswered.
The spam filters on my Orange email account suddenly block valid addresses that it had previously trusted, (and then at other times decides they are ok again). As I don't access my mail via the web very often, preferring to use Outlook locally, then I missed loads of mails from previously trusted people (even in the middle of an email "conversation" I would assume that the other person had just stopped replying, but no, Orange had suddenly decided they were now spam).
Replies I get from Orange support are that that nothing is wrong. I would have thought that people in my Contacts list would be trusted but no apparently not; they suggest that I add the addresses to my white list. Well, how do I know when a genuine mail from someone I have not had mail from before is sent to me!? How can I predict that and add it to my white list?
So I have had to change from the default settings so that all mail is now delivered to my Inbox, and thus gets downloaded to my Outlook locally. So I get loads of "real" spam that I could do without.
Latest example that this is crazy was a few days ago getting a mail marked as spam from Orange about freezing the VAT on my broadband. Woo hoo - I am sure the Orange marketing department would be happy to know that their emails are being blocked by Orange!
If I had not changed the default settings online so that all mail they consider spam is now delivered to my inbox (and therefore gets downloaded by Outlook) I would never have seen this email.
Am I alone in preferring to use an email client? I doubt it. All I ask is that they give me the option to switch off the spam filter - but Noo that is not possible!
Am I the only one being seriously inconvenienced by this?
Latest jokes are that an invitation from Orange to complete a survey rating my last support interaction is marked as spam!!
Today I used the Contact Us online to complain about this once again, and got an automated response - marked as spam!!!!
Point I don't think they are getting is that I only get these mails because I have had to tell the webmail page to send everything to my inbox so that it gets downloaded to Outlook (at great inconvenience because I get all the actual spam as well).
How many people using a local mail client realise that they are not getting substantial amounts of legitimate email as it is sitting in the webmail Junk folder (where it gets deleted after x days)??
When the SPAM filter is working it is useful, but as you said it is not always as good as it could be. Until recently it has been more or less OK but in the last week it has been less effective. The main problem has been false positives and only a few false negatives. I try to filter out the wrongly addressed mail by downloading only the valid addresses and then sort out the rest once or twice a day. With upwards of a thousand cr*p mails per day I do not want to download that much junk!
The current problem is that Web Mail access is not working again as validation is stuffed.
I have to disgaree that when it is working it is useful. When it is working it cannot be trusted as it will block "good" mail, and, worse, previously trusted mail. This means either leaving the default settings and visiting the web interface junk folder everyday to check it for good emails, or having everything sent to the Inbox and sorting it all out when it is downloaded. I go with the second option but, as you say, have to then deal with all the genuine cr@p as well.
After very lengthy email discussions with Orange Support (which incidentally get marked as Spam!) they tell me nothing is wrong and that it is working as it should. End of discussion apparently.
Well, if this third party product is "working as it should" then I suggest they look at changing it for a different one; one that doesn't identify so many "good" emails as spam, and is consistent about what is and isn't spam.
The spam filtering aside it was the incredibly painful experience of email after email from them with stock "customer support" phrases, and no attempt to understand the points I was making, that finally made up my mind to leave them. No customer, of any business, should be treated with such disdain and disinterest.
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