topic Re: Migrated away, but requested to keep email. Sadly told this is "not possible" in Email

Migrated away, but requested to keep email. Sadly told this is "not possible"

zubel — Tue, 17 May 2022 08:53:43 GMT

Morning delightful Community peeps

I recently cancelled one of my Plusnet accounts, but requested to keep the email. As the cancellation date was a little while in advance, I was told to contact support closer to the actual cancellation to request this.

When contacting them less than a month ago, I was told it would be fine.

Line was actually cancelled in the last couple of days, and lo and behold email has been stopped too.

Upon calling Plusnet, I've been told that "we no longer do this"?

Any chance a staffer could take a look? xoxoxox

Cheers

Re: Migrated away, but requested to keep email. Sadly told this is "not possible"

Baldrick1 — Tue, 17 May 2022 09:11:06 GMT

@zubel

I assume that by ‘closer to the cancellation’ assumed a short time before the account was cancelled, not after. If you rang before the service was cancelled you would have been told and you could have made other arrangements.. This change of policy has started during the last month.

We shall have to wait to see if a staffer can help.

Re: Migrated away, but requested to keep email. Sadly told this is "not possible"

Gel — Tue, 17 May 2022 14:06:21 GMT

Re: Migrated away, but requested to keep email. Sadly told this is "not possible"

Gandalf — Wed, 18 May 2022 08:27:03 GMT

Hi @zubel,

I'm really sorry to see what's happened. Having listened to your cancellation call, as you'd made the request before the 22nd April when we stopped providing new email only accounts and the agent explained you could keep your emails, I've raised a NetOps task now to reactivate them for you. The task should be picked up within 3 working days.

Once that's been done, you'll need to go to Manage My Mail at plus.net/email to rebuild your mailboxes/settings you had. If you can then let me know afterwards, I'll get any mail restored, which was in your mailbox at the time of cancellation.

P.S. Welcome back to the Community (We don't know each other, but I've seen your name around in the Mods Lounge!)

Re: Migrated away, but requested to keep email. Sadly told this is "not possible"

zubel — Wed, 18 May 2022 09:14:11 GMT

Thanks @Gandalf , much appreciated

Re: Migrated away, but requested to keep email. Sadly told this is "not possible"

Gandalf — Wed, 18 May 2022 13:24:12 GMT

No problem @zubel

We've reactivated your account now. Could you head on over to manage my mail and let me know once you've recreated your email addresses and settings? I'll then ask NetOps to do the magic to restore your mail for you.

Re: Migrated away, but requested to keep email. Sadly told this is "not possible"

zubel — Thu, 19 May 2022 21:05:30 GMT

Hey @Gandalf

I think it should be good to restore the mailboxes now.

Thanks for your help

Barry

Re: Migrated away, but requested to keep email. Sadly told this is "not possible"

Gandalf — Fri, 20 May 2022 09:13:01 GMT

Hey Barry,

I've taken a look and can see the default mailbox should already be restored. Looks like you didn't have any additional mailboxes, but you did have a few aliases you should be able to resetup at Manage My Email.

Let me know how it goes and if you need any further help.

Cheers

Re: Migrated away, but requested to keep email. Sadly told this is "not possible"

zubel — Fri, 20 May 2022 09:16:46 GMT

I've turned on catchall, so the aliases are less important.

However, thank you very much for your help, it's much appreciated.

Cheers!

Barry

Re: Migrated away, but requested to keep email. Sadly told this is "not possible"

Gandalf — Fri, 20 May 2022 09:33:10 GMT

Cool. That'll also work, and no problem at all Barry!

Feel free to let me know if there's ever anything else you'd need help with.

Also, we've restored your Community Veteran forum rank. And now some background...

When we moved across to these 'new' forums in 2016, a whole lot of new ranks came with it that are based on the number of posts following then, but to recognise contributions from the era long ago, we manually assigned the longest standing members a Community Veteran rank.

As a side effect of a wee mistake last month, everybody got downgraded to one particular rank, but when we fixed the problem, the system was only able to allocate the right ranks based on the posts after 2016, so we're putting things right.

Cheers

Anoush