Certain mail won't come in off the server to my Mac Mail

Certain emails won't come in to my Mac Mail off the Time Warner Servers. (TW is intotally unhelpful and say it's my Mac Mail settings, even though some of the senders have come in before with no problem. Newer people have a hard time getting through, even though, I put them in the address book of both the TW server, and in Mac Mail.
I also set a preference to "allow" them in both filters section  And I'll hear a "ding" when mail arrives from this person, but while I can go see it on the TW server, it doesn't come into the Mac Mail.
It's like it's trying (the ding) but what happens to the message?
thanks for any info you can give.
mz

thanks for your help... but I've deleted all my iPhone mail accounts and reentered them. The phone then proceeded to re-download all the messages from the server...except for the same ones it wouldn't before! I'm mystified. I called ATT and they didn't know what to do either. Time Warner doesn't know either.
I've got them in my address books as well...
Any more ideas?
thanks

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