topic Re: Conversion to email only account in Email

Conversion to email only account

MarkC — Tue, 05 Jul 2022 14:09:18 GMT

I have just left plusnet (heading over to the mothership) and requested i be converted to an email only account.

How will i know that the process has completed? Still seeing the "account closing" banner on member centre home page, though i've read in other posts that that message can be misleading.

Can you also advise the link i need to use to manage my mailboxes once conversion has happened? I've tried "https://www.plus.net/my.html?action=add_mailbox" but get a message advising that you are reviewing email services and haven't made a decision about the future of your service.

Thanks in advance,

Mark

Re: Conversion to email only account

MarkC — Tue, 05 Jul 2022 14:52:31 GMT

@Gandalf - can you confirm if this is something you still offer? Recent forum posts suggest otherwise, but when i spoke to customer services on friday 1st july at 1:08 pm the agent i spoke to confirmed it was something that could be done and he put in a ticket to be picked up yesterday (4th july).

Mark

Re: Conversion to email only account

dvorak — Tue, 05 Jul 2022 15:19:42 GMT

No, email accounts are no longer offered at all.

Re: Conversion to email only account

MarkC — Tue, 05 Jul 2022 15:27:06 GMT

That's not the impression i got from the CS agent i spoke to Friday - he didn't say "that's not a service we offer".

Re: Conversion to email only account

dvorak — Tue, 05 Jul 2022 15:58:45 GMT

This reply from a Plusnet staff member states that email only accounts were no longer offered after 22nd April.

Re: Conversion to email only account

MarkC — Tue, 05 Jul 2022 16:02:55 GMT

And other replies have shown that email only accounts were provided after April where errors had been made communicating to customers. Also this vast change in practice should have been better communicated to customers - i may have stayed with PN if i had known email only accounts no longer existed, and i've been a customer for over 20 years.

Re: Conversion to email only account

MarkC — Wed, 06 Jul 2022 13:59:24 GMT

Can this be flagged to plusnet staff to review the recording of the call and the ticket raised please?

Re: Conversion to email only account

MarkC — Thu, 07 Jul 2022 08:51:38 GMT

@Gandalf - please are you able to assist with this issue? - it is causing considerable problems as I don't know where i stand, and we have multiple contacts who use our plusnet email addresses (banks, job sites, etc) and we are in limbo.

Re: Conversion to email only account

Gandalf — Thu, 07 Jul 2022 09:49:22 GMT

Hi Mark,

I'm really sorry but I'm afraid we've stopped providing mail only accounts so I can't get your emails back for you.

I've arranged for feedback to be provided to the adviser who had incorrectly promised this as the process is clear.

Re: Conversion to email only account

MarkC — Thu, 07 Jul 2022 10:02:08 GMT

@Gandalf - if i had known that email only accounts no longer existed i may not have left and you would not now have a very unhappy ex-customer - now we have a huge job of updating dozens if not hundreds of contacts and online services and subscriptions. Is there no way you can get us temporary access for a short period of time in order to get the task done? I note that you assisted another customer who had been incorrectly advised less than 2 months ago.

Re: Conversion to email only account

Gandalf — Thu, 07 Jul 2022 10:18:16 GMT

Appreciate the hassle to have your email taken away from you suddenly.

Unfortunately we strictly can't provide an email only account anymore, unless the request was made before the 22nd April.

Do you have a link to the thread where I helped that other customer? The circumstances were likely very different.

Re: Conversion to email only account

dvorak — Thu, 07 Jul 2022 10:28:32 GMT

It was where the requested was made before 22nd April, but the move happened after.

https://community.plus.net/t5/Email/Migrated-away-but-requested-to-keep-email-Sadly-told-this-is/m-p/1871439#M39599

Re: Conversion to email only account

Gandalf — Thu, 07 Jul 2022 10:33:34 GMT

Ah I remember. Different circumstances.

Re: Conversion to email only account

MarkC — Thu, 07 Jul 2022 10:35:10 GMT

Yes - thats the one. Circumstances slightly different i appreciate, but still you did the right thing for the customer. Do you have absolutely no capability to help now?

How was the policy change about email only accounts with the affective date of 22nd april communicated to people?

Re: Conversion to email only account

Gandalf — Thu, 07 Jul 2022 11:05:13 GMT

When you move to another provider, in the email entitled "Leaving Plusnet - what you need to know", we'd make you aware that you'll lose your email account. If you call us to cancel instead, we should be making you aware of this over the phone.

When withdrawing the service, there was always going to be a period where someone would make a request to keep their emails after cancellation, but their account not yet cancelled until after we withdrew it. That's where the cut-off of the 22nd April comes in, so we'd honour any requests that were made at the time we were still offering the service.

In your case, you've moved to another provider so we've sent you that email, and the request was still made after the 22nd April, but I appreciate that at the same time we gave you incorrect advice on a call.

I've however raised a NetOps task (INFOPS-79751) to try to get your emails reinstated if only temporarily. I can't promise it's something we can do, but I'll let you know what they say when they get back to me.

Re: Conversion to email only account

MarkC — Thu, 07 Jul 2022 11:39:42 GMT

@Gandalf - i assumed from the wording of the email that i would lose access to email, but also i knew that the process for email only was that that would happen, and that i'd need to raise a ticket with CS to get moved across to an email only account - i was completely unaware that email only accounts no longer existed, and nothing in the email led me to suspect otherwise.

Snipped from the email

==================================

Your broadband service

Moving your broadband service means our support team will no longer be able to help if something goes wrong with your connection. You will also lose the following services if you have them enabled as part of your broadband package

Your Static IP
Any Plusnet domains you have
Plusnet Protect
Your Plusnet Webmail account

==================================

I accept that this has happened and i must deal with it as best i can (and do hope you can get temporary access) but i believe such a major policy shift should have been better communicated - if the email had said "we no longer offer email only accounts to ex-customers" that would have alerted me and maybe i would have reversed my decision to leave.

Re: Conversion to email only account

Gandalf — Thu, 07 Jul 2022 11:54:08 GMT

Yep, I agree. We could've explained things better in the email (and over the phone).

It's with NetOps now and I've also asked a manager. Once I know more, I'll let you know.

Re: Conversion to email only account

MarkC — Thu, 07 Jul 2022 17:55:10 GMT

@Gandalf thanks - that's all i can ask for. One other thought - would a catchall redirect for any emails coming to anything@myplusnetuser.com be possible or an option?

Re: Conversion to email only account

Gandalf — Thu, 07 Jul 2022 17:59:48 GMT

No problem Mark. It’s a good idea but a catch-all wouldn’t work as the email address anything@username.plus.com would need to be active first. Currently it’s in a destroyed state. I should hopefully have good news tomorrow.

Re: Conversion to email only account

MarkC — Thu, 07 Jul 2022 19:03:38 GMT

🤞