topic Re: Entire Inbox deleted ! in Email

Entire Inbox deleted !

rogermhunt — Thu, 28 May 2026 17:37:37 GMT

About 10 days or so ago I checked my emails just before I went to bed and my entire Inbox was empty. Probably well over 1000 emails going back to at least 2024 and beyond.

I raised a Ticket with Greenby immediately.

To cut a long story short, a day or so later I was told they had managed to restore my emails - except for those between Dec 25th 2025 and 17th May 2026. I subsequently discovered that a whole load of emails are missing from my Sent Items as well.

I raised the issue as politely as I could and was told that it had been escalated to seniour engineers and that I should allow 5 days for them to investigate and restore the remaining emails.

I have asked how it could have happened in the first place, what caused it, did the issue affect any other users etc. I have no answers as yet other than that it appears to be associated with my account only.

I have just sent them another message asking for an update on progress and reminding them that I also have the option of submitting a formal complaint. If they can restore emails prior to 25th Dec 2025, then surely they can restore emails between then and 17th May!

I'll keep people posted.

Re: Entire Inbox deleted !

PhilipHeyes — Sat, 30 May 2026 19:58:13 GMT

Have you inspected the mail box using Greenby web mail https://webmail.greenby.com/
just to make sure this in not an IMAP client or IMAP folder mapping issue ?

Re: Entire Inbox deleted !

rogermhunt — Mon, 01 Jun 2026 16:29:13 GMT

Yes. So far it's been nearly two weeks and they have not resolved it. The current system is working but I just need those missing emails tfrom between 25th Dec 2025 and 19th May 2026.. They have also rejected my formal complaint on the grounds that what has happened does not breach their Terms of Service !!!

Re: Entire Inbox deleted !

Penny — Thu, 04 Jun 2026 22:50:38 GMT

@rogermhunt wrote:

The current system is working but I just need those missing emails tfrom between 25th Dec 2025 and 19th May 2026.. They have also rejected my formal complaint on the grounds that what has happened does not breach their Terms of Service !!!

Have been puzzled there hasn't been more response on this thread - usually something as potentially devastating as five months' worth of e-mails going missing, would generate lots of response from various quarters.

The supposed "No breach of Terms of Service" sounded rather strange and at odds with what I'd thought had been assured with regard to the ongoing safety of e-mails. So I went looking.

https://www.plus.net/help/email-account-changes/

Will I lose any emails I have stored?
All email, folders, contacts, and any additional settings will be copied and transferred to Greenby.

What happens to my personal data?
We’ll transfer the contents of your mailbox to Greenby, along with your contacts, mailbox and webmail settings.

… on same page:
Who is the new supplier and what services will they provide?
We’re pleased to confirm that the new supplier is Greenby, and they’ll provide you with your Email, domain and webspace service.

To find out more about the new supplier and what they offer, visit the Greenby website
... link to https://greenby.com/ .

... which links to https://greenby.com/support/knowledgebase/faqs
What exactly will Greenby do for me?
As the new owners of your email service, Greenby will maintain your email service, allowing you to send and receive email as before. We’ve increased your mailbox size from 1GB to 2GB, wih options to upgrade in the future. We’ll also provide your webspace hosting, domain management, and DNS services. If you have any queries regarding Greenby services, we are on-hand to support you every step of the way.

What happens if I don’t upgrade?
No worries. We will continue to receive and store emails for 2 years. You can upgrade anytime during this period to regain full access to your account, past emails and any new ones too.

… from further down page:
We understand that many people rely on email addresses they've used for years, and it’s important that those who want to keep using the service can do so with confidence in its reliability.

Those assurances sound pretty unequivocal, so one might query any assertion that Terms of Service have not been breached if five months' worth of inbox e-mails have gone missing along with 'Sent' e-mails as per the first post above.

@rogermhunt All this sounds pretty devastating so I hope that somehow you get things resolved.

... One thing did occur to me, though - that first quote from the PN page:

https://www.plus.net/help/email-account-changes/

Will I lose any emails I have stored?
All email, folders, contacts, and any additional settings will be copied and transferred to Greenby.

If PlusNet made a copy of it, one might hope that (somewhere) they still have that copy (?)

... no idea *when* your transfer from PN to Greenby took place, of course, and it might well have been as early as December last year.

... which of course might then possibly explain how Greenby were able to restore e-mails up to that date, if they were able to ask PN to re-transfer your data.

Mislaying over 1000 e-mails from 25/12/25 to 19/05/26 is quite another matter.

If you could clarify *when* you were transferred to Greenby, the overall picture might perhaps become a little clearer.

In the meantime - if the transfer was some time during 2026 - perhaps @plusnettony could discover if PN still have copies of at least some of the missing e-mails (?)

Re: Entire Inbox deleted !

plusnettony — Fri, 05 Jun 2026 07:23:09 GMT

Looks like this was after migration - we only had up to migration date.