topic Address book empty in Email

Address book empty

kenm — Thu, 03 Jul 2025 21:16:46 GMT

Seems to have begun last 24hrs had a yellow message on top of email page about SORT being disabled.

Receiving emails ok, not attempted to send

but i went into my ADDRESS book but its completely empty

I use plusnet webmail ie @Username.plus.com

ken

Re: Address book empty

plusnettony — Fri, 04 Jul 2025 07:56:20 GMT

Thanks for reporting. I'm not aware of any issues. but I've asked around to see if anyone else has seen this issue.

Can I just ask how you log in and what browser you're using? Thanks.

Re: Address book empty

kenm — Fri, 04 Jul 2025 09:15:13 GMT

Edge and standard plusnet webmail

xxxx@username.plus.com

I last used my address book on 26th June to look up a contact.

Thanks Kenm

Re: Address book empty

jiml1 — Sat, 05 Jul 2025 09:30:58 GMT

Exactly the same problem with Edge and standard e-mail

Re: Address book empty

frustrated9 — Sat, 05 Jul 2025 10:11:26 GMT

Both I and my mother accounts have the same problem. our personal address have disappeared . Only the sub folders exist.

[-Censored-] is going on

Re: Address book empty

frustrated9 — Sat, 05 Jul 2025 10:12:56 GMT

My mother and I have the same problem. the personal addresses have disappeared

Re: Address book empty

newemail — Sat, 05 Jul 2025 15:20:22 GMT

Likewise. No contacts in address book seems to have coincided with yellow band message saying SORT disabled. I'm using Plusnet webmail from Android tablet and Chrome search engine. Address book ok on basic email.

Newb

Re: Address book empty

Champnet — Sat, 05 Jul 2025 15:42:04 GMT

Checking my Plusnet (F9) webmail, it also shows the yellow band message saying SORT disabled.

The address book is still there and complete so the message maybe a red herring...........

Re: Address book empty

plusnettony — Sat, 05 Jul 2025 15:44:39 GMT

The yellow banner has moved now - are you saying the yellow banner is still seen AFTER you've logged in?

Re: Address book empty

Champnet — Sat, 05 Jul 2025 15:48:59 GMT

@plusnettony The yellow banner is visible on the log in screen. After logging in the banner is not shiown.

Re: Address book empty

newemail — Sat, 05 Jul 2025 19:27:01 GMT

Agreed. The banner is now on the log on screen, a few days ago it appeared after log on. However my issue is that I still have lost all my address book contacts. The coincidence with the SORT problem appearing was an assumption. Thanks for your reply. Newb

Re: Address book empty

newemail — Sat, 05 Jul 2025 19:29:07 GMT

Agreed. But my address book contacts are still missing. Newb

Re: Address book empty

kenm — Sun, 06 Jul 2025 08:07:35 GMT

My address book still missing

I phoned in Sat morning to ask about problem as not received any more details from community page, told they are aware and opened ticket on my account

About 1700 sat had a call back from plusnet asked me to check if address book was now okay

I signed on but still no address book contacts, the caller seemed surprised it had not been sorted , but still sorting it

The yellow sort message is now on sign in page

Kenm

Re: Address book empty

jab1 — Sun, 06 Jul 2025 08:23:14 GMT

Not that it matters to me as I use a client rather than webmail, but my address book also appears to be empty. My uninformed opinion is that something happening in the background, related to the Greenby move, has broken it.

Re: Address book empty

gashouse — Sun, 06 Jul 2025 13:08:06 GMT

I have this problem, starting today 6th June 2025.

address book is empty on my mac mini in both safari and firefox, but is still there on my ipad in safari???

Re: Address book empty

newemail — Sun, 06 Jul 2025 13:12:05 GMT

I have been waiting for "temporary" yellow sort message to disappear to see if that cured the problem, but it doesn't seem very temporary!!

Interestingly when I log onto Basic Webmail the address book contact is ok, maybe that's a clue.

Thanks for the update, let us know if you get anywhere.

A comment from Plusnet on the community page would be appreciated

Newb

Re: Address book empty

gashouse — Sun, 06 Jul 2025 13:38:35 GMT

A bit more info.

address book is present on iPad when using the Mac mail app but is empty when using the webmail site.

this suggests a problem with the webmail site.

Re: Address book empty

newemail — Sun, 06 Jul 2025 14:32:41 GMT

You could be right. I have just opened the user guide on the Plusnet log in page and it highlights the major Plusnet webmail move to Greenby later this year which I was unaware of. Lots of changes are being made in the background which could well upset curry webmail workings.

I will be ringing Plusnet

Newb

Re: Address book empty

jab1 — Sun, 06 Jul 2025 14:38:37 GMT

@newemail I suggest you may be on a hiding to nothing if you do that - first-line support have no guidance on this as they will not be responsible for email services in the near future.

Re: Address book empty

Townman — Sun, 06 Jul 2025 16:01:07 GMT

@gashouse wrote:

A bit more info.

address book is present on iPad when using the Mac mail app but is empty when using the webmail site.

this suggests a problem with the webmail site.

Not a sound presumption.

The address "book" on the iPad / Mac Mail comes from the contacts list on the iPad.

Webmail might have an address / contacts list if YOU explicitly put them there. If you did not, you'll not find any contacts in Webmail.