topic Re: Email redirect in My Order

Email redirect

greenofash — Wed, 12 Feb 2025 20:40:53 GMT

Is there any way anyone is aware of that it would be possible for plusnet to set up an email redirect, even if only for a few days, for a mailbox@username.plus.com email address?

Short version of a long story is that Plusnet told me twice that they would not close my account. But yesterday the account was closed, and all email addresses have disappeared. I have been told that they can't repair the account, nor can the create a new account with the old username. Apparently it may be possible to set up a redirect.

I was midway through migration of all our subscriptions to a new email address when this happened. A couple of places need to send verification codes to allow the registered email address to be changed. If there is any way of getting those verification codes, it would save a lot of heartache.

Unfortunately, the Plusnet people I've spoken to have limited knowledge of what is and isn't possible, so I'm reaching out here as I know there are some very knowledgeable people around.

Thanks for any advice you can offer,

Stuart

Edit - sorry mods, I've just realised this has gone in the wrong forum - should be in Email.

Re: Email redirect

jab1 — Wed, 12 Feb 2025 20:45:56 GMT

@greenofash Unfortunately when an account is closed, Plusnet only retain the information they are legally obliged to, and that does not include the email component (and one or two other things). Once it is gone, it is gone, I'm afraid.

You will find frontline staff are only aware of what they need to be, and as email is a 'legacy' component no longer offered, they have no knowledge of it.

Re: Email redirect

greenofash — Wed, 12 Feb 2025 20:48:38 GMT

Thanks for the quick reply. I realise that the emails and account has gone. It is a question of whether there is any way of creating a redirect from a plusnet email address to a third party email address, to allow a verification email to get through. I know this would definitely be non-standard, but they sort-of owe me for deleting everything without warning.

Re: Email redirect

jab1 — Wed, 12 Feb 2025 20:52:43 GMT

I understand your frustration, but as the email component is destroyed, there is no way to set up a redirect to/from it. As a side-note, you have never been able to redirect a PN mailbox/account outside PN.

Re: Email redirect

greenofash — Wed, 12 Feb 2025 20:56:51 GMT

Thanks again. So it's not possible for two reasons!

It's all very frustrating, after what I thought was meticulous planning. I even phoned a second time to double-check information given on the first phone call. Turns out, that both were wrong. I'm just hoping the landline number is recoverable (waiting for VOIP provider to confirm the transfer) as that would be even more upsetting than losing access to Discord.

Thanks again.

Re: Email redirect

jab1 — Wed, 12 Feb 2025 21:03:52 GMT

Sadly, frontline phone agents change so often these days that those doing the job don't know all the technicalities, and as we have seen in other cases, incorrect information is sometimes passed to customers, which is upsetting - and aggravating for those of us on here who try to recover the situation, if possible.

Your phone number is quarantined and available for transfer for 30 days from the cessation of your PN account.

Re: Email redirect

Townman — Thu, 13 Feb 2025 10:49:35 GMT

@James_B / @Gandalf / @MatthewWheeler

Can this be reviewed please?

I know that there is a very narrow window where email recovery can be made in situations where accounts are lost due to process "errors". I suspect that this might not be known by all CSAs.

Re: Email redirect

Townman — Thu, 13 Feb 2025 10:56:53 GMT

@greenofash

Hi Stuart,

What were the circumstances of this event?

Were you making changes of product with Plusnet or are you on a migrate away journey? If the latter, then sorry, but it is gone. If you were changing products and something went wrong on the account, there is a slim chance of recovery as hinted at above.

You might need to deal with your residual changes attempting to send verification codes to the Plusnet mail addresses with the third parties concerned - they should have "I do not have access to that email address" recovery options.

Re: Email redirect

plusnettony — Fri, 14 Feb 2025 09:11:21 GMT

I've looked at the history, and there is a slim chance we may be able to assist.

Can you please re-check your mailbox shortly (in about an hour). Assuming that works, re-create any mailboxes you may have had, then I'll look at the next steps.

Re: Email redirect

greenofash — Fri, 14 Feb 2025 09:44:23 GMT

Sorry for not replying to everyone's helpful responses sooner.

Thank you for the help.

@plusnettony - I assume I'll need to recreate the mailbox in Member Centre?

Thank you,

Stuart

Re: Email redirect

plusnettony — Fri, 14 Feb 2025 09:46:39 GMT

Yes please.

Let me know once done, and I'll look to see if we can get any email back (again chances are slim).

Re: Email redirect

greenofash — Fri, 14 Feb 2025 10:09:57 GMT

Thank you. We're not too concerned about retrieving old emails. It's just a few accounts that need to send verification to the @Username.plus.com email to allow us to change the registered email address (eg. Discord don't allow any other verification methods)

I have been able to set up the mailboxes, so just waiting for the server to allow us to log in, and for the MX records to propagate.

Re: Email redirect

plusnettony — Fri, 14 Feb 2025 10:13:14 GMT

OK, sounds like it should all be fine now. Any issues, give me a shout.

Re: Email redirect

greenofash — Fri, 14 Feb 2025 18:24:32 GMT

Thank you for helping with this. We have now managed to get access so can receive the verification codes to allow account logins to be changed. We're on the case now, and should have them all sorted very soon. After a fairly stressful week, this was a very positive ending to it. Thanks again.

Re: Email redirect

Townman — Fri, 14 Feb 2025 18:51:29 GMT

@greenofash

You did not share the details of how you arrived here - which are central to the recovery options. You have though gotten out of jail here, having fond the appropriate engagement for special case consideration.

Hope your weekend is less stressful.