topic Re: Migrated away to ....... in Plusnet Feedback

Migrated away to .......

Dojomat — Wed, 17 Nov 2010 18:03:42 GMT

Well, no longer with PN.
Admitted that support did solve a few problems; eventually; in my many years with them.
Spoke re: other issues but they were unwilling to resolve. Mainly re: account type and legacy packages.
Anyway, I have moved, reluctantly, but decided I would pay the extra for an e-mail only account at £20 for the year and gain limited access
to the site.
I thought this would maintain contact and save the disruption of emails.
You have to request this at the time of termination.
This was done. They confirmed that deduction would be made from the same account etc.
WRONG.!!
Email account now gone, no access to site etc. Spoke to them on telephone since no access. 'Sorry we can't help" and they conveniently don't have any records of conversation.
Have another account with plusnet which we will also be migrating in due course mainly due to their
incompetance or lies, not sure which
Anyone who is considering moving please bear this in mind and dont bother.
So long and thanks for the fish

Re: Migrated away to .......

Wed, 17 Nov 2010 18:53:09 GMT

Well, that's not good at all but my friend jmdlp has done exactly what you have and her email account is still up and running so this is not typical by the sound of it. Maybe someone will be able to help. Anyway, hope that your new ISP is OK and you have a trouble-free connection.

Re: Migrated away to .......

jelv — Wed, 17 Nov 2010 19:10:17 GMT

When you migrate your broadband out you can ask for your account to be downgraded to dialup PAYG which is FREE. That keeps your email alive.
Why you were told that you'd have to pay £20 I can't imagine - unless you asked to be able to send via the PN mail servers (not necessary as you can generally send via any ISP specifying the 'from' address as being whatever you want).
The idea of PN allowing the free email is as goodwill in the hope that one day you might return - seems like they've well and truly blown that in your case!

Re: Migrated away to .......

jmd — Wed, 17 Nov 2010 19:15:58 GMT

Yes, I use the free email service called PAYG and had no problems with that. I only moved to save money not because of any problems with service - however, I do have a slightly faster consistent service now.

Re: Migrated away to .......

HPsauce — Wed, 17 Nov 2010 19:24:34 GMT

Quote from: jmdlp
Yes, I use the free email service called PAYG

Same here (though it's only a peripheral service for me, maybe #10 of 11), and I keep my referrals too (with the odd small payment)
I moved for business reasons, as I needed a service that PN just couldn't provide, but I still recommend them to people where appropriate.

Re: Migrated away to .......

Dojomat — Wed, 17 Nov 2010 20:13:56 GMT

Hi All
Thanks to the people that have replied to queries and headaches over the years. You help in more ways than can be said.
Re: .... All correct! The £20.00 offer is in their termination information and can be requested (if you want) as it still allows you to log in and obtain limited help and of course get emails via the usual route if indeed they can get it right.
Anyway made sure no more payment can be taken.... Just in case they have forgotten to stop the payment requests too.
Feedback is only useful if acted upon. I hope that PN can do so to help those that remain.
My New supplier has yet to earn any criticism either way.
Closed

Re: Migrated away to .......

adamwalker — Thu, 18 Nov 2010 13:09:12 GMT

Quote
Feedback is only useful if acted upon. I hope that PN can do so to help those that remain.

That's where I come in, I'm going to look over your old account in detail and give feedback where any mistakes have been made.
I'm very sorry this hasn't been handled in the best way possible, I have resurrected the account on a free PAYG basis for now, otherwise let me know if there's anything else you need from us.

Re: Migrated away to .......

Dojomat — Mon, 22 Nov 2010 20:51:58 GMT

Hi
Thanks Adam. Not sure how I would access the PAYG emails. Perhaps you could enlighten me?
Pleased to see thath comments are taken seriously.
Dojomat

Re: Migrated away to .......

TicnTac — Mon, 22 Nov 2010 21:40:39 GMT

You know this thread is missing something?

and of course not forgetting:

>

Re: Migrated away to .......

adamwalker — Tue, 23 Nov 2010 09:56:48 GMT

Dojomat,
The easiest way to access mail using a free PAYG (pay-as-you-go) account is by using webmail on our website, you would just login with the account username and password to access and send messages. Otherwise this can be done using a mail client like Outlook, let me know if you decide to go for the latter option so I can give you some guidance on altering a few settings to allow you to send mail.
Adam.

Re: Migrated away to .......

HPsauce — Tue, 23 Nov 2010 11:46:12 GMT

I use Outlook to access my PAYG PN email.
Incoming is easy via mail.plus.net, pretty standard login/setup.
For outgoing (extremely rare anyway for me) I use my own SMTP server (or my ISP's).

Re: Migrated away to .......

jelv — Tue, 23 Nov 2010 11:54:10 GMT

Quote from: _Adam_Walker_
Otherwise this can be done using a mail client like Outlook, let me know if you decide to go for the latter option so I can give you some guidance on altering a few settings to allow you to send mail.

I hope you didn't mean using authenticated SMTP via the PN servers as it isn't available to dialup PAYG users!

Re: Migrated away to .......

adamwalker — Wed, 24 Nov 2010 14:50:26 GMT

Quote
I hope you didn't mean using authenticated SMTP via the PN servers as it isn't available to dialup PAYG users!

No I didn't mean that jelv which is why I didn't mention it. I'll be offering the customer advice on specifying the outgoing mailserver of the new ISP should they decide to go down that route.
Adam.

Re: Migrated away to .......

Dojomat — Wed, 24 Nov 2010 17:47:36 GMT

Hi Adam
No access to webmail. Does not recognise my settings.
I am familiar with the username+account etc but these do not work and also setting up the usual mail progs.
No access using just username and password (all original name, passwords etc.)
I presume you are able to get the details from original registration through forum and have re-instated them?
regards

Re: Migrated away to .......

jelv — Wed, 24 Nov 2010 17:50:34 GMT

Have you tried sending emails to those mailboxes? Do they get bounced?

Re: Migrated away to .......

Dojomat — Wed, 24 Nov 2010 19:17:38 GMT

hi Jelv
Technical details of permanent failure:
DNS Error: Domain name not found
The above is what happens on sending e-mail.

Re: Migrated away to .......

adamwalker — Thu, 25 Nov 2010 15:38:22 GMT

Dojomat,
I've just checked your account, there was an issue with it stopping access at this side.
Apologies, please give it a try again now.

Re: Migrated away to .......

Dojomat — Thu, 25 Nov 2010 21:37:42 GMT

Hi Adam
I have tried and everything seems ok. now had to set up old email addresses but working fine.
Thanks for your help.
Dojomat

Re: Migrated away to .......

adamwalker — Fri, 26 Nov 2010 10:39:48 GMT

No problem, give us a shout if you have any further problems.

Re: Migrated away to .......

Dojomat — Fri, 26 Nov 2010 20:54:07 GMT

Hi Adam
thanks for the continued help.
In previous e-mails I stated that I had cancelled my DD just in case PN forgot to cancel taking the payments. THEY DID! So No surprise there.
I migrated on Friday 5th of November.
Details below:
We couldn't take a payment for your Plusnet account.
To avoid restrictions to your service please make a payment in the next 14 days.
If you've already submitted a Direct Debit payment, we'll email you with more details about why this might have failed.
We couldn't take a payment for your Plusnet account.
To avoid restrictions to your service please make a payment in the next 14 days.
If you've already submitted a Direct Debit payment, we'll email you with more details about why this might have failed.
I was wise to cancel my DD
Anyway I'm not sure where I stand with PN and what will happen when the the 14 days expires since i'm with another provider now.
They can't cancel what doesn't exist or will I lose the e-mails again?
Thoughts please!
Regards