topic Re: Subfolders have diappeared plus all read emails in Email

Subfolders have diappeared plus all read emails

neville13 — Thu, 26 Oct 2023 17:19:45 GMT

This afternoon I've gone into webmail to see only the 5 main folders listed (Inbox, Sent, Junk etc). gone into 'Manage Folders' to reselect/tick my subfolders but none are shown. Even the 5 folders listed only show unread emails. Help!!!!

Re: Subfolders have diappeared plus all read emails

Baldrick1 — Fri, 27 Oct 2023 10:24:22 GMT

@neville13

Have you received multiple emails advising that your mailbox is nearly full plus one to advise that your emails have been archived?

Alternatively, have you been regularly using the email account?

Re: Subfolders have diappeared plus all read emails

neville13 — Fri, 27 Oct 2023 10:57:41 GMT

Hi. No I have not received any message about a full mailbox and I use the account daily

Re: Subfolders have diappeared plus all read emails

Townman — Fri, 27 Oct 2023 12:05:41 GMT

In which case, please check your (closed) ticket history. See the link below.

There have been a few claims that notifications have not been received. This typically arises from two sources...

The email address on the account not being monitored by the user - notifications are sent to the default Plusnet mailbox (if the account has one) and the account contact email address
There have been reports of tickets lodged in the CRM not generating emails under some very odd circumstances, related to historic manual actions on the account

If you can see tickets relating to email FUP utilisation and archive warnings ... which you cannot find in your email folder (check junk etc) ... then please flag that back to here.

If your contact email address is not on Plusnet's services ... is it by chance @gmail.com ... that email service which is legendry for just throwing away inbound email?

Re: Subfolders have diappeared plus all read emails

neville13 — Fri, 27 Oct 2023 13:19:59 GMT

I maintain my Junk and Deleted mails virtually every day and have seen no emails from Plusnet (or anyone else) regarding FUP utilisations or archiving. I'm not aware of any default Plusnet mailbox associated with this account either.

I presume the suggestion from the response is that my subfolders and all 'read' emails have been archived? If that is potentially the case, how do I log this issue with Plusnet to correct it? Apologies for my ignorance on this.

Thanks for responses so far

Re: Subfolders have diappeared plus all read emails

RealAleMadrid — Fri, 27 Oct 2023 13:36:01 GMT

@neville13 I believe every Plusnet account has a default email address with the format postmaster@yourusername.plus.com

Re: Subfolders have diappeared plus all read emails

neville13 — Fri, 27 Oct 2023 13:59:42 GMT

@RealAleMadrid Really, I have never had cause to check it, how would I be able to access that email address?

Thanks

Re: Subfolders have diappeared plus all read emails

RealAleMadrid — Fri, 27 Oct 2023 14:16:54 GMT

@neville13 I don't use Plusnet email but if I log into Webmail there are some messages sent by Plusnet to my default address. I only have a single mailbox which I never set up ... username@imap.plus.net and the mails are there.

Re: Subfolders have diappeared plus all read emails

Townman — Fri, 27 Oct 2023 14:32:08 GMT

@RealAleMadrid wrote:

@neville13 I believe every Plusnet account has a default email address with the format postmaster@yourusername.plus.com

They did when accounts came with a Plusnet email service, however users can set the account notification email address to anything.

Users can find their account notification email address here - Manage Account | Member Centre | Plusnet

If the email has been archived due to exceeding Plusnet's FUP (that is the user IS using Plusnet's email service) there will be evidence in the ticket history. Responses do not indicate that has been checked as advised.

Re: Subfolders have diappeared plus all read emails

RealAleMadrid — Fri, 27 Oct 2023 18:53:21 GMT

@Townman Not following what you are trying to say, if the OP is using Plusnet email they must have an account with an email service so there will be the postmaster account, as I do not use Plusnet email I have obviously changed the account notification email to my actual email address but the default postmaster address still exists and emails from Plusnet get sent to both addresses.

Re: Subfolders have diappeared plus all read emails

greygit1 — Fri, 27 Oct 2023 20:43:56 GMT

If I could be so bold...

Why does the standard web interface not have the ability to access old tickets?

I note that the link you've provided has a "Plusnet (hidden) resource" label.

Just being inquisitive.

Re: Subfolders have diappeared plus all read emails

Townman — Fri, 27 Oct 2023 20:55:31 GMT

The ticket system used to be the de facto means of raising non-verbal means of seeking support which was responded to within 24 hours. Over the years it has been demised as a user facing facility … and consequently placed out of sight.

However it remains central to all activity on an account and is bore to the CRM system. If you know how to find it, you can see what is happening (has happened) on the account.

Re: Subfolders have diappeared plus all read emails

greygit1 — Fri, 27 Oct 2023 20:59:32 GMT

Thx. I used to have the location bookmarked.

Re: Subfolders have diappeared plus all read emails

greygit1 — Fri, 27 Oct 2023 21:10:16 GMT

Further observation.

The web interface for e-mail management allows an account owner to not accept any e-mail (at all) to their 'account.plus.com' mailbox, but the web interface permits the account owner to specify a 'mail-address@account.plus.com' as their contact address.

<shrug>

Re: Subfolders have diappeared plus all read emails

neville13 — Mon, 30 Oct 2023 14:29:38 GMT

@Townman Thanks, and sorry for the delay, I have been away over the weekend. I'm still trying to access this Postmaster account. I do not have broadband with plusnet anymore but I still have my email address. I sign in to https://webmail.plus.net/?_task=mail&_mbox=INBOX with my username and password. As you can see from that, my Inbox is displayed immediately. I have looked in the various settings from that page but can see no way of navigating to the Postmaster emails. I suspect I am looking in the wrong place. Sbhould i be looking in the member centre (for which i don't have the password)???

I think I read recently, when there was a long outage, that Plusnet support for email only accounts such as mine (free) are largely unsupported or, at least, given the lowest priority. however, is there a link I can follow to at least raise the issue with them?

Re: Subfolders have diappeared plus all read emails

Townman — Mon, 30 Oct 2023 16:44:40 GMT

@RealAleMadrid wrote:

@neville13 I believe every Plusnet account has a default email address with the format postmaster@yourusername.plus.com

That all very much depends on when a legacy account with email was first set up.

postmaster@ was indeed at one time the name of the default mailbox, however at some time along the many variations of email configuration, the default became yourusename@yourusername.plus.com with postmaster@ being an alias of whichever mailbox chosen by the user, the default one or a secondary one.

Indeed the default mailbox can be renamed to suit the user's requirements.

@neville13

I think I have lost track of what we are trying to achieve here, but it does seem that there is some housekeeping you need to do. First be certain as to where system messages are being sent and then to ensure that you can access that mailbox.

Reading between the lines, you have a legacy account (are no longer with Plusnet as your ISP on your email account) which you should still be able to long into on the user portal.

Note the email address on the account, to which messages from the ticketing system will be sent.

If that address is @youraccount.plus.com then check the email settings (Manage Your Plusnet Mailboxes) https://www.plus.net/manage_my_mail Look to see if the account email address found above is a mailbox, a redirect or an alias address.

Mailbox - that is the mailbox you need to access - if it is the default, then the ID and password are that of your Plusnet user account; if a secondary mailbox, then use youraccount+mailboxname as the ID and the password for that mailbox.
Redirect - go look in the target mailbox wherever that is
Alias - looking in the mailbox to which the alias points

Have you confirmed that there are FUP arching activity notices in your tickets? If not, are we chasing a ghost here? If the mailbox has not been accessed for 90 days, it will be archived, but that DOES NOT leave a fingerprint in the CRM; the only evidence of that activity is an email left in the not accessed mailbox!!

Re: Subfolders have diappeared plus all read emails

neville13 — Thu, 02 Nov 2023 15:05:34 GMT

Thanks all for your input, guidance and help.

I raised a ticket with Plusnet and Lea from the Advocates Team promised to reinstate my archived emails by the end of today.

As far as I can see they have already been recovered.

If Lea sees this post, thank you for your prompt attention to this matter.

Re: Subfolders have diappeared plus all read emails

willcutforth — Thu, 02 Nov 2023 15:30:45 GMT

I will send the feedback over to Lea, thanks for your kind words @neville13