topic Re: Unable to receive any emails for some time in Plusnet Feedback

Unable to receive any emails for some time

randpwar — Thu, 12 Sep 2013 11:13:15 GMT

I’ve raised a couple of calls with the Customer Support Desk over the last couple of weeks concerning why our Metronet email account is showing as 100% full when there are only 40 odd emails in with a combined size of less than 1mb
Both calls have been dealt with efficiently, helpfully and politely and were passed on.
Unfortunately I heard nothing else and consequently raised a support ticket (74280640) . This was submitted through the Plusnet member support and I’ve since been requested to log the same ticket through the Metronet member support for Data Protection reasons. I tried to access our very, very old Metronet account and failed. I have put the username and password of our Metronet account and email account and Plusnet account on the ticket a couple of days ago but have had no response since
It has now become a big problem for us that this email account has completely stopped working. Would someone please take ownership of this problem and expedite a solution

Re: Unable to receive any emails for some time

Chris — Thu, 12 Sep 2013 11:17:53 GMT

Hi there,
The person you spoke to opened a ticket on your Metronet account (Ticket: 73898617) and passed this down to our net ops team to look at. They found that although the inbox had a small number of mails, the deleted items had a large number of mails in. Try logging in to webmail, clearing the deleted items and it should work as normal after that.

Re: Unable to receive any emails for some time

jelv — Thu, 12 Sep 2013 11:24:00 GMT

On Plusnet the deleted emails get automatically purged after (I think) a week. Is it not the same on Metronet and if not, why not?

Re: Unable to receive any emails for some time

randpwar — Thu, 12 Sep 2013 11:24:56 GMT

Thanks Chris but no it hasn't. My view of 'Deleted' is showing as completely empty. It may very well be that your net ops team has a totally different view of the mail account from mine as purely a user.
The total of all the emails in all the folders, including 'Deleted', is 40 odd emails with a combined size of 0.67 mb.

Re: Unable to receive any emails for some time

Chris — Thu, 12 Sep 2013 11:25:45 GMT

OK, let me take a look. I'll get back to you shortly.

Re: Unable to receive any emails for some time

Chris — Thu, 12 Sep 2013 11:29:37 GMT

Got it (I think)....
Log in to your Metronet mailbox via webmail.plus.net
At the bottom left of the screen, underneath the folder listing, click the cog and choose 'Manage Folders'
There should be a list of all folders and there's probably one called 'Deleted Items' that's not currently selected. Select this and then go back to your inbox, you should see the new folder.
(I've just found the same in one of my mailboxes, I'm assuming it's from an email client I've used that's created it's own IMAP folder.

Re: Unable to receive any emails for some time

randpwar — Thu, 12 Sep 2013 11:40:02 GMT

Thanks Chris
At work at the moment and therefore not allowed to access webmail but will check tonight.
Rather than laboriously deleting (apparently) very many emails can I just delete this (apparently) spurious folder?
Rob

Re: Unable to receive any emails for some time

Chris — Thu, 12 Sep 2013 11:43:32 GMT

Yes.
When you've selected 'Manage Folders', if you click on the folder you want to get rid of (make sure it's the right one!) you can then click the cog again and choose 'delete'.

Re: Unable to receive any emails for some time

randpwar — Fri, 13 Sep 2013 09:42:21 GMT

Hi Chris,
Well that certainly worked inasmuch as deleting the ‘Deleted’ folder reduced the capacity to 8% and emails started to flow in, however, when trying to delete some of the new emails I’m getting a ‘server error CREATE invalid mailbox name’ error and I’m unable to delete any emails from the Inbox
Rob

Re: Unable to receive any emails for some time

jelv — Fri, 13 Sep 2013 09:55:37 GMT

If this is in webmail you could try turning on the preference "If moving messages to "Deleted Items" fails, permanently delete them".

Re: Unable to receive any emails for some time

randpwar — Fri, 13 Sep 2013 09:59:44 GMT

Thanks jelv. Would this be in the settings 'cog'?

Re: Unable to receive any emails for some time

jelv — Fri, 13 Sep 2013 10:02:08 GMT

Personal settings (top right), Preferences, Server settings
When I saw the suggestion to delete the Trash folder I was uneasy (if you look in the special folders section you'll see deleted items is mapped to the special Trash folder).

Re: Unable to receive any emails for some time

Oldjim — Fri, 13 Sep 2013 10:03:07 GMT

You could try having a look at Special Folders under Personal Settings

Re: Unable to receive any emails for some time

jelv — Fri, 13 Sep 2013 10:08:04 GMT

If you deselect Trash in the special folders (select the -- entry), all webmail deletes are instant permanent deletes.

Re: Unable to receive any emails for some time

jelv — Fri, 13 Sep 2013 10:09:08 GMT

Do you only access your mailbox using webmail or do you connect to it using any mail client on your PC?

Re: Unable to receive any emails for some time

jelv — Fri, 13 Sep 2013 10:13:33 GMT

Just been doing some experimenting. I don't know how it allowed you to delete the Deleted Items folder - it should not of been possible.
I think your mailbox might need repair by a techy!

Re: Unable to receive any emails for some time

Chris — Fri, 13 Sep 2013 10:28:12 GMT

There were 2 identically named folders, hence removing one should have left the other in place.

Re: Unable to receive any emails for some time

randpwar — Fri, 13 Sep 2013 12:11:14 GMT

I'm at work so can't check at the minute but I'm quite sure that there now isn't a 'deleted' folder.
I've put the username and password for the email account in support ticket 74280640, I would appreciate if you could check if a 'deleted' folder exists. Either way I'm going to need help through this as currently I cannot delete emails on this account
Rob

Re: Unable to receive any emails for some time

jelv — Fri, 13 Sep 2013 12:21:46 GMT

It's not normal to have a real folder called Deleted Items, what you should have on the IMAP server is a folder called Trash which Deleted Items is mapped to via the special folders in the personal settings of Webmail.
I'm suspecting an actual folder called Deleted Items was created at some stage which is what has caused the confusion. If you go in to special folders is Trash in the drop down beside Deleted Items? If so selecting and saving that setting will probably fix the problem.

Re: Unable to receive any emails for some time

randpwar — Fri, 13 Sep 2013 13:02:42 GMT

Sorry to be dim but is special folders in ther settings 'cog'? I really don't do much managing on emails, other than reading them and deleting them, so a step-by-step list of instructions would be greatly appreciated. Very grateful for your help