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Conversion to email only account

MarkC
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Registered: ‎05-04-2007

Conversion to email only account

I have just left plusnet (heading over to the mothership) and requested i be converted to an email only account.

How will i know that the process has completed? Still seeing the "account closing" banner on member centre home page, though i've read in other posts that that message can be misleading.

Can you also advise the link i need to use to manage my mailboxes once conversion has happened? I've tried "https://www.plus.net/my.html?action=add_mailbox" but get a message advising that you are reviewing email services and haven't made a decision about the future of your service.

Thanks in advance,

Mark

29 REPLIES 29
MarkC
Grafter
Posts: 71
Thanks: 6
Registered: ‎05-04-2007

Re: Conversion to email only account

@Gandalf - can you confirm if this is something you still offer? Recent forum posts suggest otherwise, but when i spoke to customer services on friday 1st july at 1:08 pm the agent i spoke to confirmed it was something that could be done and he put in a ticket to be picked up yesterday (4th july).

Mark

dvorak
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Re: Conversion to email only account

No, email accounts are no longer offered at all.
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MarkC
Grafter
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Registered: ‎05-04-2007

Re: Conversion to email only account

That's not the impression i got from the CS agent i spoke to Friday - he didn't say "that's not a service we offer".

dvorak
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Re: Conversion to email only account

This reply from a Plusnet staff member states that email only accounts were no longer offered after 22nd April. 

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MarkC
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Registered: ‎05-04-2007

Re: Conversion to email only account

And other replies have shown that email only accounts were provided after April where errors had been made communicating to customers. Also this vast change in practice should have been better communicated to customers - i may have stayed with PN if i had known email only accounts no longer existed, and i've been a customer for over 20 years.

MarkC
Grafter
Posts: 71
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Registered: ‎05-04-2007

Re: Conversion to email only account

Can this be flagged to plusnet staff to review the recording of the call and the ticket raised please?

MarkC
Grafter
Posts: 71
Thanks: 6
Registered: ‎05-04-2007

Re: Conversion to email only account

@Gandalf - please are you able to assist with this issue? - it is causing considerable problems as I don't know where i stand, and we have multiple contacts who use our plusnet email addresses (banks, job sites, etc) and we are in limbo.

Gandalf
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Re: Conversion to email only account

Hi Mark,

I'm really sorry but I'm afraid we've stopped providing mail only accounts so I can't get your emails back for you. 

I've arranged for feedback to be provided to the adviser who had incorrectly promised this as the process is clear. 

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
MarkC
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Registered: ‎05-04-2007

Re: Conversion to email only account

@Gandalf - if i had known that email only accounts no longer existed i may not have left and you would not now have a very unhappy ex-customer - now we have a huge job of updating dozens if not hundreds of contacts and online services and subscriptions. Is there no way you can get us temporary access for a short period of time in order to get the task done? I note that you assisted another customer who had been incorrectly advised less than 2 months ago.

Gandalf
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Re: Conversion to email only account

Appreciate the hassle to have your email taken away from you suddenly.

Unfortunately we strictly can't provide an email only account anymore, unless the request was made before the 22nd April. 

Do you have a link to the thread where I helped that other customer? The circumstances were likely very different. 

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
dvorak
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Re: Conversion to email only account

It was where the requested was made before 22nd April, but the move happened after.

https://community.plus.net/t5/Email/Migrated-away-but-requested-to-keep-email-Sadly-told-this-is/m-p...
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Gandalf
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Re: Conversion to email only account

Ah I remember. Different circumstances. 

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
MarkC
Grafter
Posts: 71
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Registered: ‎05-04-2007

Re: Conversion to email only account

Yes - thats the one. Circumstances slightly different i appreciate, but still you did the right thing for the customer. Do you have absolutely no capability to help now?

How was the policy change about email only accounts with the affective date of 22nd april communicated to people?

Gandalf
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Re: Conversion to email only account

When you move to another provider, in the email entitled "Leaving Plusnet - what you need to know", we'd make you aware that you'll lose your email account. If you call us to cancel instead, we should be making you aware of this over the phone. 

When withdrawing the service, there was always going to be a period where someone would make a request to keep their emails after cancellation, but their account not yet cancelled until after we withdrew it. That's where the cut-off of the 22nd April comes in, so we'd honour any requests that were made at the time we were still offering the service. 

In your case, you've moved to another provider so we've sent you that email, and the request was still made after the 22nd April, but I appreciate that at the same time we gave you incorrect advice on a call.

I've however raised a NetOps task (INFOPS-79751) to try to get your emails reinstated if only temporarily. I can't promise it's something we can do, but I'll let you know what they say when they get back to me. 

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet