topic Re: "Please check your email address" in Email

"Please check your email address"

Dalesman — Mon, 21 Jul 2025 14:45:11 GMT

We've received another letter asking one of us to check and update our email address, because an attempt to email us was not delivered successfully. We get email every day, but we know some don't reach us. This has been going on 'for ever' and there has never been a satisfactory answer. We've no way of knowing how many emails never reach us.
Last time I contacted Plusnet about it, they admitted there must be a problem because they could see that they too had tried and failed to email us! But there was no resolution.

Re: "Please check your email address"

Baldrick1 — Mon, 21 Jul 2025 14:46:14 GMT

Moderator's note:
Personal information in attachment removed from a public forum (to an area that staff can see).

Re: "Please check your email address"

MisterW — Mon, 21 Jul 2025 15:10:23 GMT

@Dalesman I'd start by checking and adjusting the Spam settings on your account.

Click the Spam tab and check the settings

I'd suggest

Spam filtering enabled - Yes

Discard Obvious Spam - Off

Add Spam to the subject header

Move Spam to Inbox

and then see how that goes. Ideally get the sender to resend email to you to check its now received.

If you start to now see lots of SPAM then uncheck the MOve Spam to inbox and check Move SPam to SPam folder

Re: "Please check your email address"

Dalesman — Mon, 21 Jul 2025 15:38:29 GMT

Ah thanks, I did blank out name and address, didn't think the email address was a risk and might encourage PN to take a look.

Re: "Please check your email address"

Dalesman — Mon, 21 Jul 2025 15:54:32 GMT

Thanks for this. A couple of the spam settings were not as you suggested, I've now changed them in line with your recommendation. I suppose the other option, to prevent any blocking, would be to turn spam filtering off completely.
Normally it's only banks which resort to Royal Mail to let you know their emails are not being delivered. Why Plusnet's algorithms think that the Skipton Building Society or Nationwide are spammers, I can't imagine. Or maybe if you didn't opt out of their marketing emails, then I suppose those could be classed as spam.

Re: "Please check your email address"

MisterW — Mon, 21 Jul 2025 16:09:08 GMT

@Dalesman you could now also whitelist the banks address by adding to the 'Approved addresses' list on the Spam settings page

Nationwide would be nationwide.co.uk and Skipton BS I believe is skipton.co.uk

Re: "Please check your email address"

Dalesman — Mon, 21 Jul 2025 16:45:36 GMT

Thanks, done exactly that now.

Re: "Please check your email address"

Mount — Tue, 22 Jul 2025 21:09:46 GMT

I have the same extremely frustrating experience as @Dalesman - letters from Nationwide reporting that emails to my Metronet email address are undeliverable. Emails from Nationwide have been faithfully received for well over a decade until recently. What has changed - I've certainly not changed any settings?
Regarding settings and the advice from @MisterW I had never previously needed to go into the Manage my Plusnet mailboxes part of my account so all very new to me. I have 2 metronet email addresses and the plusnet email address generated when Plusnet absorbed Metronet. The metronet addresses remain my most used (e.g by Nationwide) but all I can see in Manage my Mailbox is the plusnet address. Where do I find the metronet addresses if I need to change their settings e.g. to ensure Nationwide is whitelisted?

Re: "Please check your email address"

MisterW — Wed, 23 Jul 2025 06:42:10 GMT

@Mount Settings for metronet email accounts will be via the Metronet user portal not the Plusnet one. TBH I'm not familiar with the available settings on Metronet accounts but I suspect, since its a legacy brand, they are not as flexible as the Plusnet ones.

Also are you aware that the email functionality is being transferred to Greenby https://www.plus.net/help/email-account-changes/ . The Metronet brand is one of the first scheduled to be migrated, have you receieved any communication regarding this ?

Re: "Please check your email address"

Mount — Wed, 23 Jul 2025 07:31:58 GMT

Thanks @MisterW. I was not aware that the Metronet portal still existed - assumed it all absorbed into Plusnet. But never needed as Metronet emails completely reliable - until now. Only too well aware of Greenby. There have been a couple of migration preparations, one in May and another early June which had a dire effect on Metronet emails. Months and weeks ago I had communications regarding the migration giving dates for the transfer day. But these dates have long passed and now no idea if and when it will happen. Hopefully Greenby will be able to sort the Nationwide problem if I can hang on till then.

Re: "Please check your email address"

MisterW — Wed, 23 Jul 2025 07:40:05 GMT

Months and weeks ago I had communications regarding the migration giving dates for the transfer day. But these dates have long passed and now no idea if and when it will happen.

There's supposed to be further comms going out imminently expalining/apologising for the delay. Meanwhile I've made the relevant people aware of your spam problem

Re: "Please check your email address"

Mount — Wed, 23 Jul 2025 08:37:24 GMT

Thanks again @MisterW . I have now explored the Metronet portal and as far as I can see there is no scope for whitelisting/spam settings as available for plusnet email. But rather worryingly it shows both my metronet email addresses as expiring on 10August2025. Is this Greenby related or do I need to take action before my main email method is lost? This is becoming something of a nightmare.

Re: "Please check your email address"

MisterW — Wed, 23 Jul 2025 09:10:48 GMT

@Mount

But rather worryingly it shows both my metronet email addresses as expiring on 10August2025. Is this Greenby related or do I need to take action before my main email method is lost?

So are your email addresses using domains hosted by Metronet ? I'm not aware that email addresses expire as such , but domain registrations do. However they SHOULD be automatically renewed.

Re: "Please check your email address"

Mount — Wed, 23 Jul 2025 09:35:51 GMT

are your email addresses using domains hosted by Metronet ? Sorry, I'm not sure of the technicalities and what this means.

Below is a screenshot of what the account portrays. I do need a definitive answer as I cannot have these addresses become unuseable:-I

Re: "Please check your email address"

MisterW — Wed, 23 Jul 2025 10:07:43 GMT

@Mount thanks for that, I can see they are native metronet addresses so , like you, I'm confused by the expiry date.

I'm going to try and tag one of the Plusnet help team to explain the significance of the expiry date

@Marsh ( or even @Gandalf if he's around ), do either of you understand the expiry date on the Metronet addresses and is any action required ?

Re: "Please check your email address"

Gandalf — Wed, 23 Jul 2025 10:21:58 GMT

I can't see any indication that the email address will expire, but that looks to be the invoice date, could be Metronet email addresses auto-renew every 30 days. We won't actually charge as there's no functionality to bill these type of accounts (until the migration to Greenby).

Re: "Please check your email address"

MisterW — Wed, 23 Jul 2025 10:28:10 GMT

I can't see any indication that the email address will expire, but that looks to be the invoice date

Ah! that would make sense.

I don't think @Mount has logged into the Metronet portal before, so probably never noticed the expiry showing.

Thanks @Gandalf

Re: "Please check your email address"

Mount — Wed, 23 Jul 2025 10:39:48 GMT

Thank you @Gandalf There is a separate column for Invoices and the last of these was in 2017. Therefore I think the screenshot I've added indicates expiry of the address not an invoice reference. What is not clear is automatic renewal and I would like a definite answer - amid all the Greenby migration somebody must know what is happening to live metronet email accounts. Thanks again @Gandalf for quickly getting aboard this question - appreciated.

Re: "Please check your email address"

MisterW — Wed, 23 Jul 2025 10:57:53 GMT

@Mount

There is a separate column for Invoices and the last of these was in 2017

That's likely correct, since the change in the Plusnet billing system back in 2017, its not been possible to raise actual invoices for these non-broadband accounts. So they were made 'free', however there is still a monthly billing cycle and that is what @Gandalf believes is showing in the expiry date.

Re: "Please check your email address"

Mount — Wed, 23 Jul 2025 13:28:35 GMT

The Plusnet portal does not show any equivalent expiry date for my xxxxx@plus.com email. However the Plusnet portal does show that my monthly bills have an end date of 10th of the month. As my metronet emails account is showing expiry dates of Aug 10th that would appear to confirm your belief that they are invoice related. So thank you. That is a relief. Hopefully the Greenby move will be resolved really soon and we can all relax again. And Nationwide can reach me by email again?