topic Re: Account ceased, retaining email service in Email

Account ceased, retaining email service

maranello — Thu, 24 Feb 2022 17:23:30 GMT

My Plusnet account closed today, but I raised a request to keep my email addresses. Please could someone tell me what is the next step?

Re: Account ceased, retaining email service

jab1 — Thu, 24 Feb 2022 17:37:40 GMT

@maranello - Remember this topic? https://community.plus.net/t5/Email/Keeping-plusnet-email/m-p/1855329#M38629

Re: Account ceased, retaining email service

maranello — Thu, 24 Feb 2022 17:42:01 GMT

@jab1

Yes, I remember. I raised the request, a support ticket has been opened. I want to know what, if anything I need to do next.

Re: Account ceased, retaining email service

jab1 — Thu, 24 Feb 2022 17:51:24 GMT

Ah, OK @maranello - keep your eye on the ticket for updates - the system should auto-update it and let you know when you need to take any action, but hopefully the Help Team will be monitoring it and will let you know when you can recreate your mailboxes. I didn't check on there which HT staff were involved, but did notice @adam945 .

Re: Account ceased, retaining email service

maranello — Thu, 24 Feb 2022 18:00:52 GMT

Thanks @jab1

I didn't know how long I should wait, I haven't completed the changeover and archiving to local storage, so want to make sure the messages don't get irretrievably deleted.

Re: Account ceased, retaining email service

jab1 — Thu, 24 Feb 2022 18:06:15 GMT

@maranello So far as I know, anything already on the system (are you talking webmail or IMAP?) should switch over without issue - you just won't receive anything until the email-only account is live. Also note that senders will get a 'message undeliverable' reply until it is active.

Re: Account ceased, retaining email service

maranello — Thu, 24 Feb 2022 19:45:23 GMT

My mailboxes were deleted, but I still had access to my account and subsequently I re-created those I wanted to keep. I have since received new messages, so fingers crossed the process has worked.

Re: Account ceased, retaining email service

jab1 — Thu, 24 Feb 2022 19:56:43 GMT

Good to know.

Re: Account ceased, retaining email service

maranello — Fri, 25 Feb 2022 10:09:47 GMT

Unfortunately I'm still having a problem with an additional mailbox. I cannot access mail either from email apps or webmail. I'm convinced that the password is correct, and I'm using the correct credentials.

Could there be a block imposed which can only be removed by Plusnet staff intervention?

Re: Account ceased, retaining email service

Gandalf — Fri, 25 Feb 2022 11:50:21 GMT

Hi @maranello

I've had a look into this for you and we hadn't quite reactivated your account yet, but I've done that for you now.

Could you try logging in, and sending & receiving mail after half an hour? Let me know how it goes.

Re: Account ceased, retaining email service

maranello — Fri, 25 Feb 2022 16:16:18 GMT

@Gandalf

I don't understand what is happening. All the folders and messages in the email account associated with my Plusnet account appeared after I reinstated the mailbox and aliases. I have received messages on this mailbox since, but no longer use this for sending. The problem seems to be more prevalent for the additional mailbox on the account. I was on the phone today to one of your colleagues, which has only partially addressed the problem with the additional mailbox. No new messages have appeared today, particularly from those we expect to receive daily. None of the IMAP folders are present. I am concerned that if this is not resolved soon these will be lost.

Re: Account ceased, retaining email service

Gandalf — Fri, 25 Feb 2022 18:41:01 GMT

That sounds normal to me.

When an account is closed, all mailboxes are destroyed in our systems and when reactivated, you have to reinstate your mailboxes, but for the additional ones, we then have to manually restore the content.

I can see you've spoken to an adviser today and they've raised a NetOps task to restore the contents of the only additional mailbox you have showing on your account, which should be done within 3 working days.

We keep the contents of a destroyed mailbox for at least 30 days, so at this stage we've got plenty of time.

Let me know how it goes though.

Re: Account ceased, retaining email service

maranello — Fri, 25 Feb 2022 19:51:54 GMT

@Gandalf

Thanks for providing the explanation, I feel more reassured now and hopefully my partner (who uses the additional mailbox) won't mind waiting a bit longer.

Re: Account ceased, retaining email service

Gandalf — Fri, 25 Feb 2022 20:15:22 GMT

Thanks for getting back to me @maranello

No problem, aye hopefully it’s not too long but it should be early next week when the mail/content is restored

Re: Account ceased, retaining email service

Gandalf — Wed, 02 Mar 2022 13:44:12 GMT

Hi @maranello

We've restored the mail now. Could you check it for me?

Cheers

Re: Account ceased, retaining email service

maranello — Wed, 02 Mar 2022 23:27:57 GMT

@Gandalf

Thanks Anoush, the mail folders appear to have been restored. I also checked and saw your response on the open question. However, the mail sent to postmaster@myaccountname.plus.com hasn't been received. The postmaster address is an alias on my account, is there any reason why messages to aliases won t appear in the Inbox?

Re: Account ceased, retaining email service

SammyM — Thu, 03 Mar 2022 11:09:39 GMT

It may have been due to it being off at that point @maranello, please can you send another to that Alias and see if the same issue occurs.

Re: Account ceased, retaining email service

Gandalf — Thu, 03 Mar 2022 11:20:42 GMT

@maranello ^in addition to the above, I've turned "Catch All" on which should make it doubly sure you get e-mails directed to postmaster@ to your default mailbox. Let us know how it goes.

Re: Account ceased, retaining email service

maranello — Fri, 04 Mar 2022 22:52:33 GMT

@SammyM

@Gandalf

Thanks to you both for your help. I can confirm that a message sent from my outlook account to my postmaster@ alias has appeared in the Inbox.

Re: Account ceased, retaining email service

SammyM — Sun, 06 Mar 2022 11:08:34 GMT

Yay that is excellent news @maranello, I am glad its sorted.

Please get back in touch if you need any further help