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

[#1]

Hi Matthew,

I don't know how to PM as the contact button on your profile doesn't work.

Account aqvh56 : Inbox - all emails before 27 Jul 2024 have been deleted/archived.
                - all folders have been deleted/archived
                              
                <Redacted> has been deleted/archived.

Thanks,

Tony

Moderator's note:
Personal information removed from a public forum (to an area that staff can see).

[#2]

We have already done most of the steps mentioned. The folder size not being visible is an issue because we only use webmail and iOS, neither of which show the total size per mailbox.

[#3]

This is still unresolved and it is now 3.5 weeks. There have been 4 requests raised. The people who raised the first 3 are not available to check why they haven't been actioned and no-on else can access their requests. This is ludicrous, particularly as having quoted one of the request numbers. I now know what system is being used and I know it can be configured to allow access. But clearly they can't be bothered to do that. So much for their award winning customer service. It is extremely galling to hear that repeated each time I ring. I was told that refers to broadband and phone support.

When I called on Friday, I was told a new request was being placed direct with the team who would action it rather than go via the technical team. I was told someone would deal with it on Saturday and then get back to me. They didn't.

I then spoke to a supervisor on Sunday. He claimed there was nothing they could do but wait another 5 working days for the most recent request to be processed. By that time the 30 days will be up and the emails will be gone for good. He said the team who deals with these requests doesn't work Saturdays, so why was I told they would deal with it on Saturday?

I've been lied to multiple times. To say I am angry is an understatement. My contract is due for renewal soon. After nearly 20 years with Plusnet I won't be renewing. 

[#4]

Sorry to hear this @cassuki 

I can see you have a case open with our High Level Escalations team and all should be sorted now

Let us know if this isn't the case

[#5]

Yes it is now resolved thankfully but it really shouldn't have taken this long and wasted so much of our time causing multiple issues. 

[#6]

Hello can I have my archived mail restored please?

[#7]

@dusty1 That has now been requested and should be done within 7 days.

[#8]

I've just logged on to my webmail to find my emails have been archived because I haven't checked them in the last 90 days.

Could they please be restored.
Thanks

Moderator's note by Mike (Mav): Post merged.

[#9]

Hi @WendyWoo185 

I'm sorry to hear this has happened.

I've raised a task to get your e-mails restored and this should be done in the next 5 working days.

Let us know if there's anything else we can help with 

[#10]

Hi

I'm not sure if my mailbox needs un-archiving or not! I am currently using my standby laptop to post this message.

On Fri 11 Oct my Primary/Main laptop had MS 365 - Personal installed. That laptop is back in with the supplier as of first thing this morning, having caused me great email problems over the weekend

I have a globalnet email address and have always had a POP3 account;which has enabled me to view and action emails through main laptop and android phone without a problem.

However the local supplier who installed MS 365 on Friday has set up IMAP server settings via the included Outlook programme. Consequently everything ground to dead slow (perhaps one email being received an hour if that) .

I appreciate that it would appear IMAP is the perhaps a preferred system to manage in and out emails BUT at this moment in time I need to think that through and manage the process.

I have asked the Supplier/Techie this morning, to please change it back to the previous POP3 settings as it would appear whatever he did on Friday has sent everything into chaos at my/the Webmail/Plusnet end. Personal Folders have appeared in my Plusnet webmail some populated others not....I have never ever seen these before (obviously an IMAP thing?)

He is reluctant to do this but is going to try to set it back to POP3 over the next couple of days. He informed me that he did try to use the POP3 settings but the settings would not be accepted?

I have given him a copy of the advice re IMAP and POP3 settings to be used which are on the PN advice pages

He will give it a go BUT if it becomes an issue he may have to do 'something on the laptop to store some files locally'???

Im going to be away for a few days soon and have left him to try and sort out..

I am sure the IMAP settings has caused me to be close to, or even exceeded, my 1 GB allowance and is is about to crash.

Questions......

1. Can i please unarchive my mail or gain some leeway over the next 10 days or so whist the Supplier/Techie tries to sort out the problems please.

2. If the Supplier/Techie wants to communicate with a Plusnet Techie is this doable? if so can you please advise how, so i can pass the information on.

For info i am still on POP3 on my android phone and my spare laptop which i am using this minute.

Not sure i have made things very clear but my stress levels are through the roof at the moment!

Any help advice would be welcome. 

Best regards Neil

r 

[#11]

Hi. Thank you for getting back to us and I am sorry to hear of the difficulty you are experiencing with your emails. I fully understand the concern that this can cause. In response to your questions, yes, your emails can be unarchived, and a request is currently with the correct team to complete this. Again, please allow 5 working days for this to take place. 

With regards to your Supplier/Techie communicating with Plusnet, they can certainly do so for general advice. For real time help, they can either call our Technical Support phone number on Tel 0800 432 0200, or text HELP to 07800008121.  Unfortunately, we would only be able to offer account specific advice if they were on the account as an Authorised User. 

I hope that this makes sense, Neil? If you do require any further information or advice, please just let us know. 

[#12]

Hi Michael Thanks for getting back to me its greatly appreciated.
How do i get them onto my account as an authorised user should they need to?

N

[#13]

No problem at all Neil. You should be able to add Authorised Users via the online portal. Just navigate to https://www.plus.net/member-centre/account/details and you should be able to add someone under Authorised Users. Again, if you need any assistance with this, just let us know. We are happy to help. 

[#14]

---

@nclark777 wrote:

For info i am still on POP3 on my android phone and my spare laptop which i am using this minute.

---

If you are using POP3 on multiple devices to access the same post box then I would respectfully suggest that you could improve your experience through changing this policy. 

If you want further advice relating to this then to avoid taking this dedicated thread off topic, please start a new one on this email board relating to this single issue.

Moderator's note:Off topic follow on moved to it's own thread, see next post