topic Re: Archived mailbox? Request for it to be unarchived here! (Part 2) in Email

Lost Inbox contents

wjgrayson — Thu, 14 Aug 2025 14:03:35 GMT

When the migration to the new e-mail platform began a few weeks ago, all the folders in my e-mail inbox disappeared. I assumed it was part of the process, but a few weeks down the line they are still missing. These contained some very important information. I received no notification about this at all.

Please confirm whether it is possible for these folders to be restored?

Many thanks.

Re: Archived mailbox? Request for it to be unarchived here! (Part 2)

jab1 — Thu, 14 Aug 2025 12:52:01 GMT

@wjgrayson Have you been informed that your email (on which 'brand'?) has been moved? I suspect (but may be wrong), that your issue is unrelated to the 'move'.

Re: Archived mailbox? Request for it to be unarchived here! (Part 2)

wjgrayson — Thu, 14 Aug 2025 13:07:20 GMT

@jab1

Hi, thanks for replying.

The inbox folders disappeared at the same time as I received notification on my e-mail login page that Plusnet were moving e-mail platforms. When I logged in, they were missing.

Re: Archived mailbox? Request for it to be unarchived here! (Part 2)

jab1 — Thu, 14 Aug 2025 13:14:14 GMT

@wjgrayson Have you actually received an email saying 'we are moving you to Geeby', and giving a date for said move? Are you an actual Plusnet account holder, or are you a 'legacy' customer of one of numerous ISPs they have taken over?

Re: Archived mailbox? Request for it to be unarchived here! (Part 2)

wjgrayson — Thu, 14 Aug 2025 13:20:20 GMT

@jab1

No, no e-mail, just a message on the login page, which has since been removed. I was a madasafish customer, so I guess I'm a "legacy" customer, but I use Plusnet webmail. I wondered whether all my folders had been archived, but I received no e-mail about that either and my inbox space wasn't nearly exceeded.

Re: Archived mailbox? Request for it to be unarchived here! (Part 2)

jab1 — Thu, 14 Aug 2025 13:28:42 GMT

Then I suggest you call support and ask them to investigate. I know the move to Greenby is being done in stages, starting with 'legacy' accounts such as MAAF, but you will receive at least two emails on the subject - one giving you a 'move' date, and one advising you when the transfer is completed.

Re: Archived mailbox? Request for it to be unarchived here! (Part 2)

wjgrayson — Thu, 14 Aug 2025 13:44:03 GMT

@jab1

Thanks. I've been searching for weeks for someone at Plusnet to contact about this, but to no avail. This thread was the closest I could get, as I wondered whether the folders had been archived for some reason.

Re: Archived mailbox? Request for it to be unarchived here! (Part 2)

Townman — Thu, 14 Aug 2025 13:48:41 GMT

@wjgrayson

There is something not right here. MAAF does not get archived - it just fills up and then stops receiving emails. Also MAAF has not been migrated. I suggest that you start a new thread, if the mods do not split off your posts first.

Re: Archived mailbox? Request for it to be unarchived here! (Part 2)

Penny — Thu, 14 Aug 2025 13:53:21 GMT

Hi @wjgrayson

Given the time delay - several weeks now - I have escalated this in the hope that one of the Help Team - @Tina11192 or the rest of the crew - may be able to help restore access to your missing folders.

Fingers crossed someone can sort this.

Re: Archived mailbox? Request for it to be unarchived here! (Part 2)

Townman — Thu, 14 Aug 2025 14:14:55 GMT

@wjgrayson

OK let us baseline this issue.

It is a MAAF mailbox. To the best of my knowledge, these are NOT archived and they have NOT been migrated.

How do you access the mailbox?

Do you get any error messages?

Have you seen any new email since the time you saw the folders disappear?

Have you tried accessing the mailbox using Webmail?

Re: Archived mailbox? Request for it to be unarchived here! (Part 2)

wjgrayson — Thu, 14 Aug 2025 14:36:38 GMT

@Townman

Thanks for replying.

I access my e-mail using the Plusnet Webmail service.

The folders were ones I created for filing purposes within my inbox.

I've not had any error messages.

My main inbox is working fine - I've had lots of e-mails with no problems.

Re: Archived mailbox? Request for it to be unarchived here! (Part 2)

Townman — Thu, 14 Aug 2025 14:44:54 GMT

When did this happen (a date would be good)?

Please check that the webmail client is subscribed to all of the folders...

Click the cog in the bottom left corner
Select MANAGE FOLDERS
Ensure that all of the folders have a tick beside them - unticked ones will not show when looking at your email

If this fixes your issue, then it is / was in part related to the migration of the overall service to Greenby - web mail is now running on their platforms, though most of the mailboxes remain on Plusnet's platforms.

Re: Archived mailbox? Request for it to be unarchived here! (Part 2)

wjgrayson — Thu, 14 Aug 2025 14:57:43 GMT

@Townman

This happened around 6th July. I'm sorry, I don't have the exact date. But your advice fixed the issue completely! Thank you so much for helping an internet numpty!

Re: Archived mailbox? Request for it to be unarchived here! (Part 2)

jab1 — Thu, 14 Aug 2025 15:11:53 GMT

As this issue is now 'fixed', rather than opening a new topic on a slightly related issue I am not concerned about, but which has been puzzling me for a while...

I filter all my mail through 'MailWasher' and delete the obvious spam via webmail before actually downloading the 'good' mail to TB. In the past, these deleted items stayed in the 'deleted' folder in webmail until I deleted them, now they disappear within about an hour of being placed in there. Is this a function of the Greenby platform?

Re: Archived mailbox? Request for it to be unarchived here! (Part 2)

Townman — Thu, 14 Aug 2025 15:17:28 GMT

@jab1

Are you logging into the mailbox using the webmail interface?

If yes, can you please check these settings - are they ticked?

Re: Archived mailbox? Request for it to be unarchived here! (Part 2)

jab1 — Thu, 14 Aug 2025 15:24:49 GMT

@Townman They are, but clearly weren't prior to webmail moving to Greenby, as the messages stayed until I physically cleared them on my weekly system clean-up cycle. Not an issue, I only 'left' them there to gauge the spam volume.

Re: Archived mailbox? Request for it to be unarchived here! (Part 2)

Townman — Fri, 15 Aug 2025 08:15:10 GMT

@wjgrayson

Delighted that this fixed your issue … though the background discussion about how this might have happened I’m a tad baffled.

You correlate the experience to migration activity; MAAF mailboxes have not been migrated, but the webmail client has. Superficially that points to the folder subscription being lost on switching the webmail client service. However, IMAP folder subscription status is not held by the client, but within the IMAP server … which has not changed.

Do you access this mail box for another device? If yes, did you unsubscribe from (hide) these folders on that device? Fixing something is great, understanding how it broke is far more interesting!!

Re: Archived mailbox? Request for it to be unarchived here! (Part 2)

wjgrayson — Fri, 15 Aug 2025 08:35:43 GMT

@Townman I only access webmail from my PC. I've never hidden these folders before. It is odd that the timing of their "disappearance" correlates exactly with the notification on the webmail login page that the e-mail platform was being changed. I'm sorry I can't help you further, but many thanks for fixing my problem!