topic Re: Batch of emails disappeared in Email

Batch of emails disappeared

getdownmonkeyma — Sun, 16 Jul 2023 07:14:07 GMT

A raft or emails between July 2023 and mid-April 2022 have disappeared.

Can anyone help?

Re: Batch of emails disappeared

jab1 — Sun, 16 Jul 2023 07:15:41 GMT

Is this on Webmail? How many emails have/had you got stored?

Re: Batch of emails disappeared

getdownmonkeyma — Sun, 16 Jul 2023 07:18:30 GMT

On both Webmail and IMAP on ipad/iphone.

There are about 3200 emails which I am thinning down via Webmail currently.

Re: Batch of emails disappeared

jab1 — Sun, 16 Jul 2023 07:26:13 GMT

Sounds very much like you have exceeded the 1GB storage capacity. You should have received warnings once the capacity reached 75% and then at least 3 further ones and a final notification that your storage had gone over 1GB and that action would be taken to address this.

Re: Batch of emails disappeared

getdownmonkeyma — Sun, 16 Jul 2023 07:28:29 GMT

I have had that warning in the past. But don't recall having received one in the recent past.

I have emails dated back from years ago, which should have been deleted.

How do I find the mailbox size?

Thanks for your help.

Re: Batch of emails disappeared

jab1 — Sun, 16 Jul 2023 08:12:12 GMT

Sorry- many, many years since I've used Webmail, can't remember my way round it. Maybe the resident expert @Townman will spot this and advise.

Re: Batch of emails disappeared

Townman — Sun, 16 Jul 2023 08:50:22 GMT

The size of email storage can be found under folder management - see the cog icon bottom left.

Mailboxes are archived in their entirety.

The disappearance of a block of emails across a date range seems odd and unlikely to have occurred unaided. Have you been selecting emails by date range for deletion? Are they by chance in the deleted email folder?

Re: Batch of emails disappeared

getdownmonkeyma — Sun, 16 Jul 2023 09:14:38 GMT

The quantity of emails that have disappeared would need a fair amount of time to delete. It hasn't been done by myself.

Would it be possible the Plusnet has done a partial archive?

Re: Batch of emails disappeared

jab1 — Sun, 16 Jul 2023 09:15:56 GMT

@getdownmonkeyma No - as is explained above.

Re: Batch of emails disappeared

getdownmonkeyma — Sun, 16 Jul 2023 09:28:59 GMT

In that case I am very confused. I will need to speak to support as it is definitely glitch at Plusnet's end.

Thanks for your help.

Re: Batch of emails disappeared

getdownmonkeyma — Sun, 16 Jul 2023 09:51:18 GMT

I have spoken to support who are going to look into this. During the conversation, he recommended getting a gmail account as Plusnet would no longer be providing an email service beyond the next two to three months.

Is this correct as I haven't seen any announcements.

Re: Batch of emails disappeared

jab1 — Sun, 16 Jul 2023 09:53:18 GMT

@Townman ^^^^

Re: Batch of emails disappeared

Townman — Sun, 16 Jul 2023 10:35:06 GMT

@getdownmonkeyma wrote:

I have spoken to support who are going to look into this. During the conversation, he recommended getting a gmail account as Plusnet would no longer be providing an email service beyond the next two to three months.

Is this correct as I haven't seen any announcements.

Indeed there has been no announcement from the BUSINESS. Sadly disinformation is rife amongst the first line support people.

Re: Batch of emails disappeared

SammyM — Sun, 16 Jul 2023 12:36:42 GMT

Hiya @getdownmonkeyma ,

I'm really sorry for the confusion that has been caused here, we will be removing email accounts from our services but we don't have a date for when this will happen and as soon as we do we will let you know in advance.

I know the JLB mail services are ending in a few months and this may have been where the confusion came from, I have passed feedback on so that they can make sure there is none moving forward. Sorry about that @getdownmonkeyma

I want to follow up and make sure we are taking the right steps for you, I can't see any notifications about reaching the space limit, the ones that have disappeared are they from a specific time or just random.

Re: Batch of emails disappeared

getdownmonkeyma — Sun, 16 Jul 2023 12:44:14 GMT

@SammyM They appear to be random. I have emails from 6th July 2023 then nothing until 16th April 2022, very random.

Re: Batch of emails disappeared

SammyM — Sun, 16 Jul 2023 17:31:38 GMT

Ta @getdownmonkeyma, is it just the one mail box affected? or is the other having the same issue?

Re: Batch of emails disappeared

getdownmonkeyma — Sun, 16 Jul 2023 21:02:55 GMT

@SammyM Just one. The other mailbox associated is ruthlessly maintained.

Re: Batch of emails disappeared

SammyM — Tue, 18 Jul 2023 09:42:27 GMT

Ta, I have sent you an SMS as we just need your permission to change the password should we need replicate the issue to find the cause.

Can you update it and let me know when you have?

Re: Batch of emails disappeared

getdownmonkeyma — Tue, 18 Jul 2023 21:21:41 GMT

SMS sent

Re: Batch of emails disappeared

willcutforth — Wed, 19 Jul 2023 13:05:45 GMT

I've got this all raised now and we should have it sorted within the next 72 hours