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Not Receiving School or Board Email Messages?

posted Oct 27, 2015, 5:45 AM by Ross Thomson   [ updated Dec 4, 2015, 10:36 AM ]

Dear Parent/Guardian, 

The Halton District School Board relies heavily on the Home Notification System for communication with parents.  The system, called Synre-Voice (or SchoolConnects), enables the Board and its schools to send messages by telephone or by email to the parent/guardians of our more than 60,000 students.

We have recently learned some parents are not receiving emails.  This includes emails sent by individual schools as well as emails sent by the Halton District School Board.  The problem is difficult to detect because the ‘sender’ (whether it is your child’s school or the Halton District School Board) does not receive a “bounce-back” or “undeliverable mail” message, leading us to believe the messages are being received by the email servers at your email provider.

We are continuing to investigate the problem and have learned it currently appears to be impacting parents who use “Sympatico" and "MSN" as their Internet Service Provider (ISP).  This may be as a result of these ISPs recently strengthening their spam filters – which are now filtering out the HDSB messages sent by "SchoolConnects".

How can you get these email messages?

Parents can login to their Parent Student Attendance Portal and find the messages that have been emailed to them.  Here’s how:

Attached below are some helpful tips for parents/guardians who are not receiving these email messages.  We will continue to investigate the problem and post any new information or helpful tips on the HDSB website at www.hdsb.ca  (under the Parent tab).

It is important to understand this is not a school, Halton District School Board or SchoolConnects problem. It is a problem with your Internet Service Provider.

We encourage parents / guardians to contact their Internet Service Provider (ISP) to help resolve this issue. 

Ross Thomson,
Oct 27, 2015, 5:45 AM