topic Re: ic24.net webmail in Email

ic24.net webmail

mombic — Tue, 12 Nov 2024 18:54:11 GMT

I'm unable to login to my main ic24.net account although a 2nd account is fine. I've checked all the setting with the working Ac and there's no issue there and password is correct. This is the first problem with it in 20 years and I thought it bomb proof.
All help most welcome.

Re: ic24.net webmail

mombic — Wed, 13 Nov 2024 10:40:37 GMT

Update.

It seems my ic24.net Ac went down at about 23:00 on Monday 11 November and coincided with 3 e-mails being sent from a Gmail Ac. 2 mails arrived the 3^rd didn’t, making me think the Plusnet mail server found something bad in that mail and de activated my Ac.

I have also found I’m not able to up date my website also linked to my main ic24 Ac. Clearly that a major problem as I run a help group for pensioners from it.

Is there anyway I can re activate my account or do you know anyone who can – this is now mega urgent please help.

Re: ic24.net webmail

mombic — Wed, 20 Nov 2024 10:34:47 GMT

Update 20-11-2024.

There’s been a suggestion that my password on webmail is corrupted. So how do I change it when I can’t login to webmail to change it?

Re: ic24.net webmail

Townman — Wed, 20 Nov 2024 13:15:11 GMT

You can change through the user portal. Passwords are not changed via webmail.

If you cannot log into the user portal then you will need to call support.

Re: ic24.net webmail

mombic — Wed, 20 Nov 2024 17:54:09 GMT

Many thanks Townman. Do you mean by Portal the main Plusnet home page I first login too. If so I can’t anything that mentions how to change my webmail password on that page.
Please could you write down the path to it?

Re: ic24.net webmail

jab1 — Wed, 20 Nov 2024 18:06:07 GMT

@mombic To manage/edit your mailboxes, log into your account, and then, if your homepage is the same as mine, click the 'Manage account (top right), and scroll to the bottom of the resulting page, where you should see 'Manage Your Plusnet mailboxes'.

Re: ic24.net webmail

Townman — Wed, 20 Nov 2024 18:21:17 GMT

Now I am back at my desk, I can access my standard responses...

Reset email password

If you are not able to login to the email address using webmail, then it is likely that your email address has been identified as being compromised and has had its password changed. Where email address passwords have been changed to protect the integrity of the service, the Plusnet account password is left unchanged.

Which ISP are you with, Plusnet or one of the other / legacy vISPs?

Plusnet / Force9 / FreeOnline users can only change the password on the DEFAULT email address by changing the password on the user ACCOUNT through the user portal. You can change the password on a secondary mailbox using the Manage My Mail options in the user portal.

Brightview users (Madasafish / FreeNetName / GlobalNet / IC24 / ICScotland / Dialstart / Totalise) logging into webmail should use their full email address. Use the MAAF user portal to update the password on the default email address (change the account password) and use this MAAF guide to change the password on a secondary mailbox address. If you cannot recall the account password, you will need to contact support ... because the account password change process sends an email to the mailbox you cannot now access.

DO NOT USE THE SAME PASSWORD AGAIN for that would allow the continued exploitation of the account. The new password should be cryptic and not one used before.

Note that changing the account password will change the password used for logging on to the relevant user portal. If your email service is NOT a retained legacy service (one associated with a retired internet service account), then the password required by the router to connect to the internet will be changed too. If the router is a Hub Zero, Hub One or Hub Two supplied by Plusnet it should update automatically. If not, you will need to log into the router, drop the connection, change the password yourself and reconnect.

On the assumption that the email address password has been compromised, I strongly recommend that wherever you have used that email address / password combination as access credentials to services such as Amazon, Netflix, eBay etc., that you also change the passwords on those service as well.

Re: ic24.net webmail

mombic — Wed, 20 Nov 2024 18:21:49 GMT

Thanks Jab1. My account details have no mention of Webmail Ac’s and the only change p/w is for my main login.
Have to take you know how to do the shopping so back later.

Re: ic24.net webmail

jab1 — Wed, 20 Nov 2024 18:24:24 GMT

@mombic See @Townman 's response above - he is more knowledgable on this subject.

Re: ic24.net webmail

mombic — Thu, 21 Nov 2024 18:11:01 GMT

Many thanks Towman,
From memory my journey to Plusnet started at Freeserve in the late 80’s. though Talk Talk. PO. SSE. Madasafish and then becoming a Plusnet member 2004ish following the buyout?
In order to keep the password issue simple to Webmail I didn’t mention that the login issue also affects normal email through Outlook for Windows as well as my website hosted by Plusnet.
I have followed and tried all the suggestions on this thread, as well as others on the general email forum, Alas I have been unable to find anyway of separately /only changing my email password.
The route via my Portal/Member-Centre, - Account – change password, only changes the password needed to enter the ‘Portal’.
I have now spent countless hours trawling Plusnet’s help articles since Monday 11^th on this – that should have been a simple operation to reactivate my email account/settings.
So as a last resort. If there’s anyone reading this that has contact with an engineer who has an in depth knowledge of Plusnet’s email server/equipment I will be most grateful if they could bring my case to their attention.
PS. The only way to contact me is via this Forum or phone No in my Ac as I have NO email.

Re: ic24.net webmail

mombic — Fri, 22 Nov 2024 10:22:14 GMT

Update 22-11-24.
Morning all,
Am I correct in understanding that either my user name or email address can be used to login to the member centre?
If I am correct and now that email address doesn’t log me in to the member centre, will that also cause a ‘Login Failure’ on email?

All replies most urgently welcome.

Re: ic24.net webmail

Townman — Fri, 22 Nov 2024 10:33:13 GMT

You can login to the member centre only with your account name.

You can authenticate with the email servers using the account name or the email address.

Re: ic24.net webmail

mombic — Sat, 23 Nov 2024 08:30:28 GMT

What I find Townman is when you log into the Member Centre/Portal at the Broadband login page there’s 2 boxes to enter details.
Top one is called ‘Username or email address’ so I entered the username I’ve used for the pass 20+years.

Bottom is called Password. So entered my normal one. Hit enter and I’m logged in with no problem.

So in the knowledge that Username and Password is ok I repeated the above except using the email address ******@ic24.net I’ve used again for over 20years as Username, hit enter and the message was: “oop’s your address or p/w is incorrect”.

So for completeness I logged into Webmail for Plusnet and 2 boxes appeared.
Username was asked for and used the same as above I know works.
Password used was the normal one I know works. So hit enter and “Login Failed” appeared.

Finally. Used the above but with the ******@ic24.net I’ve used, again for over 20years.
For the Username. Hit enter and the message was: “Login Failed”.
So ******@ic24.net fails on both Member Centre and Webmail, so where is the problem remembering at the start it says ‘Username or email address’? Surely not the Plusnet email server/software or their configuration?

Re: ic24.net webmail

Townman — Sat, 23 Nov 2024 10:34:10 GMT

AFAIK regardless of what the member centre states it is not possible to log into there using an email address.

It is possible to log into webmail using an email address but it appears to be treated as a separate identity to that when logging into the same mailbox using the account name. I have always used accountname or accountname+Mailboxname - I just logged into one such mailbox using its email address and was prompted to enter an identity.

Where is this leading to? The query is about logging into Mail. Both webmail or another client can use accountname or email address. Email passwords are managed via the user portal which CAN be accessed via the accountname.

I will flag up the matter of it suggesting that access using an email address does not seem to work.

Re: ic24.net webmail

Townman — Sat, 23 Nov 2024 11:42:12 GMT

UPDATE: You can log into the user portal using AN email address - it seems to need to be** the CONTACT email address as specified here - Manage Account | Member Centre | Plusnet

That email address might not be the same as the default or main email address defined within the email service. For example my default** email address is account@account.plus.com (aka account@mydomain.co.uk) where as the contact address is postmaster@

Hope that clarifies ... old dog learnt a new trick today.

** I have raised an enquiry to clarify / confirm this - I am aware that many years ago I renamed the default email address ... which might have been called postmaster@

Re: ic24.net webmail

mombic — Tue, 26 Nov 2024 19:02:28 GMT

Gentlemen the situation is now so serious I have to make a decision tonight.

As I think Plusnet have deactivated my e-mail account in error or intention and all the attempts over the past more than 2 weeks to get the service timely reinstated have failed so far, do I:
1. Wait further for answers to more questions you have submitted. Or:
2. Make a formal complaint with the request for the name of the Plusnet ADR provider.

Your guidance as always much valued.
John.

Re: ic24.net webmail

Townman — Tue, 26 Nov 2024 19:36:47 GMT

It is unlikely that the account has been deactivated.

You just need someone to pick up the issue. Have you called support?

@MatthewWheeler / @Marsh

Re: ic24.net webmail

mombic — Wed, 27 Nov 2024 10:36:50 GMT

About 5 time since 11th November. A formal complaint has now been sent.

Re: ic24.net webmail

MatthewWheeler — Wed, 27 Nov 2024 11:33:20 GMT

Sorry to hear this @mombic

There is an open issue we're aware of and investigating.

Unfortunately I can't say when it will be fixed but it is being worked on

Re: ic24.net webmail

mombic — Wed, 27 Nov 2024 19:09:48 GMT

Thank you Matthew. I have also received the attached and replied to Josh that I still need my complaint actioned.by the complaints dept.

Also please update me here with regular updates.

John.