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Martin H

1 reviews | Active since Sept 2014

27 Mar 2026, 13:51

Important emails sent to Deleted Items - ZERO SUPPORT SERVICE available

Mweb sends emails from my clients straight to a deleted items folder outside of the Inbox listing which I can only find if I log into webmail. This means that these mails do not show up anywhere in my normal email client (MacMail). I have White listed both the email addresses and the domains on the webmail platform. I have also uploaded my entire address book to the platform which includes these client addresses. That alone is supposed to stop any email from being treated as spam ie the sender is in my contact list. I cannot see any reason why the system keeps deleting these mails. They are from trusted sender, a trusted domain and the sender is in my contact list and it is someone whom I have frequently sent emails to. I want to stop this from happening. I called support and held on for over 2 hours (almost running out of Mweb VOIP minutes on the phone!) Until I was at last number 1 in the queue and then the IVR system DROPPED THE CALL. I dialled in again and I am back to number 8 in the queue. I don't have enough VOIP minutes left to hold on again. All I ever use my VOIP minutes for is holding onto to talk to M Webb themselves!! It is both pathetic and ridiculous. At the same time I have queued for three hours on the online chat system and no one ever answers it.

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Replies (7)
Mweb
Mweb's reply27 Mar 2026, 13:59
Official
Hi Martin,  we understand how disruptive this is,  especially when emails from trusted senders are not reaching your inbox despite all the checks you’ve already done. It’s clear you’ve taken the right steps on your side, and we can see the effort you’ve put into trying to resolve this. Let’s go through a few additional checks that may help identify what’s causing this: 
  • Check for any rules in webmail:
    Log into webmail → Settings → Filters/Rules and confirm there are no rules moving emails to Deleted Items. 
  • Review spam handling settings:
    Some configurations may automatically move flagged emails to Deleted Items instead of Junk — it’s worth confirming how this is set up. 
  • Mailbox sync on MacMail:
    Ensure all folders (including Deleted Items and Junk) are syncing correctly. If not, emails may appear missing when they’ve been redirected. 
  • Reconfigure your email account:
    Removing and re-adding your mailbox on MacMail using the correct IMAP settings can help resolve any sync or folder-mapping issues. 
  • Test with a known sender:
    Ask one of the affected senders to send a test email while you’re logged into webmail to confirm exactly where the email is being routed. 
If the issue persists after these checks, please share a recent example (including date, time, and sender), and we’ll log this with the relevant team to investigate further. 
Kind Regards, 
The Mweb team
MH
Martin H's update27 Mar 2026, 14:16
Reviewer Update
I have done all the above things already. The problem needs to be resolved by your (apparently non-existent) support team. You can see an example in my online Deleted items folder right now, sent yesterday 26th March from ***
Mweb
Mweb's reply27 Mar 2026, 14:21
Official
Hi Martin, we appreciate you sharing the details,  we understand how disruptive this has been, especially with important emails being redirected incorrectly.We’ve now logged this with the relevant team for investigation, including the example you provided. They will review what’s happening on the server side.We’ll keep an eye on the progress and share feedback as it becomes available.Kind Regards,
The Mweb Team
MH
Martin H's update27 Mar 2026, 14:23
Reviewer Update
At the same time, can you please sort out your absolutely useless call centre??? how can you leave someone hanging on for two hours and then just drop the line??
Mweb
Mweb's reply27 Mar 2026, 14:29
Official
Hi Martin, we understand how upsetting that experience must have been, waiting that long on a call and then having it drop right at the end is incredibly discouraging, especially when you’re trying to resolve an ongoing issue.Your feedback regarding the call centre experience has been noted, as this is not the level of service we aim to provide.If you require any further assistance regarding this matter, please don’t hesitate to reach out, and we’ll guide you on the next steps.Kind Regards
The Mweb Team
MH
Martin H's update27 Mar 2026, 14:57
Reviewer Update
You say "don't hesitate to reach out" but HOW?? There is no way to get any response /service from anyone at Mweb except via this Hello Peter website
Mweb
Mweb's reply27 Mar 2026, 15:06
Official
Hi Martin, we understand how upsetting that experience must have been, waiting that long on a call and then having it drop is incredibly discouraging, especially when you’re trying to resolve an ongoing issue.Your feedback regarding the call centre has been noted, as this is not the level of service we aim to provide.If you need any further assistance regarding this matter, you can continue to reach us through this platform, and we’ll guide you on the next steps.Kind Regards,
The Mweb Team