Email folder(s) contents emptied!

jamesfrombolton · 3 hours ago

Hi - posting this on behalf of my Grandparents who use plusnet webmail for their emails (and being 26, I am their unofficial IT support!). I'll get to the point - they have used plusnet webmail for 12+ years and have always sorted their emails into folders, and deleted ones that are unimportant or don't need keeping (including emails from myself!). All of these folders as of today (perhaps earlier but today is when they noticed) have been completely wiped of all contents. I can't believe that they had any storage issues given how much they clear out extraneous emails and only keep important ones. Have looked around the forum and saw it suggested to make sure the user is subscribed to their folders (not sure I'm using the correct language here), we did that and it unveiled some folders that had been hidden, but did not recover any of the deleted emails (in fact, the hidden folders are also empty). I am completely stumped by this and have told them their best bet is contacting Plusnet in the hope that because this is seemingly an error on their end they can go some way to recovering the lost emails. Was hoping someone in the community might have had any luck with anything of this sort or even any idea as to what might have gone on?

I should add, their inbox has not been wiped - the issue is exclusive to all folders apart from the inbox.

Thank you for reading and thanks in advance for any help/advice/info you might have!

James

mobius01 · 2 hours ago

Hi James.

Not much help but I send the following. Like you I am not particularly IT literate.

Same thing happened to me two days ago. E Mail inbox ok but draft and sent folders emptied. Other folders disappeared but I got them back. Not much use. They were empty too. Plusnet no help.

I have been with Plusnet for many years (forgotten how many). They used to be brilliant. Not now. Broadband keeps dropping out. EMail now useless since the migration to Greenby.

Fortunately my broadband contract expires in two weeks. I am moving. Anything is better than this.

Good luck.

Ian G

Penny · ‎05-04-2007

@jamesfrombolton wrote:

Hi - posting this on behalf of my Grandparents who use plusnet webmail for their emails (and being 26, I am their unofficial IT support!). I'll get to the point - they have used plusnet webmail for 12+ years and have always sorted their emails into folders, and deleted ones that are unimportant or don't need keeping (including emails from myself!). All of these folders as of today (perhaps earlier but today is when they noticed) have been completely wiped of all contents.

@mobius01 wrote:

Same thing happened to me two days ago. E Mail inbox ok but draft and sent folders emptied. Other folders disappeared but I got them back. Not much use. They were empty too. Plusnet no help.

I have been with Plusnet for many years (forgotten how many). They used to be brilliant. Not now. Broadband keeps dropping out. EMail now useless since the migration to Greenby.

@jamesfrombolton @mobius01 There have been other, recent issues of e-mails and/or folders disappearing (now fixed or solved) so I've escalated this thread in the hope that @plusnettony (who has helped other PN customers with such issues but also liaises with greenby) might be able to help.

.

Penny Rollo * * * joined Force9 on 17/02/98 * * * with PlusNet from 2000 onwards * * * * personal website at pennymidasrollo.plus.com
Project HappyChild website (free educational resources for kids and schools, plus directory of charities helping children) 1998 onwards

Superusers are not PlusNet staff but do have a direct line of communication into the business to raise issues, concerns and feedback from the Community.

Townman · ‎22-08-2007

I’ve had reservations about migrated folders for a while but not had the bandwidth / controlled opportunity to investigate. Are the folders empty or not present. There are two considerations …

Folder subscription status
Folder location in the file store

Folder subscriptions are a function of the IMAP server. It is unclear if the subscription status is transferred by the migration process. Check the folder subscription status in webmail or the preferred client.

Depending on the nature of the mail server, folders can be located in the inbox folder or at the same level as the inbox folder. It might be necessary to change the IMAP root folder in the client settings.

The IMAP server connection diagnostic (see below) will list the folder structure independently of the behaviour of an email client.

Let me know if you want help with that.

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