Emails deleted without notice
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- :
- Re: Emails deleted without notice
Emails deleted without notice
on 20-02-2019 2:59 PM - last edited on 22-02-2019 4:00 PM by Strat
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
While I have been tending to my sick mum, who subsequently died while I am in Canada, Plusnet deleted ALL my emails including sub folders without giving me any notice and I have been trying for a over a week to get them back.
I have spent almost 8 hours while trying to get this sorted while also organise a funeral for my mother here in Canada.
I have been promised that someone will call me back and no one bothers to do so!
I have not been able to get on webmail now - something to do with “capture”
I have not been able to setup the new account or the old account they created for me on outlook.
[CSA Removed] who I was able to speak to twice has now disappeared and I have not been able to speak to the same person twice!
I have been kept waiting on the phone for hours
The customer service has been “[-Censored-]”!!!
For a service provider to do this at this very sensitive time beggars belief - how they get awards for their service is beyond me!,
Moderator's note by Dick (Strat): CSA name(s) removed (to an area staff can see) as per Forum rules.
Re: Emails deleted without notice
20-02-2019 4:15 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi @Kirti1, thank you for your post.
Please accept our sincere condolences for your loss.
Having checked the older account, I'm able to see that we sent out 10 separate notifications that your mailboxes were full and would be archived, the first of these notifications being attached here. We're sorry if you missed these notifications. Whilst we would be able to unarchive the mail onto the old account, we're unfortunately not able to move them to the newer account.
With regards a callback, we're sorry if an advisor agreed to this, we're unable to call you whilst you're in Canada. I'll ensure that the relevant feedback is left in relation to this.
Please don't hesitate to get back to me if you need any further assistance.
Re: Emails deleted without notice
22-02-2019 11:42 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi Kirti1, OskarPapa (Plusnet Help Team) posted a new reply in Email on 20-02-2019 4:15 PM :
Re: Emails deleted without notice
23-02-2019 2:22 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
So the latest is that Plusnet dose not care if you have been without home phone, internet or broadband for almost 4 weeks,,
I have been with Plusnet since 1997 - and this is the service I get,! What chance does new customer have ?
is this the advertisement they want ?
My home phone, internet, broadband and emails were deleted on 11th February and when I called them on that day they had confirmed that the home phone, internet and broadband will be reinstated within a few days
i called yesterday and was told that the service will be connected on 4.3.19 - nearly a month later from the request!
A requestfor a phone call never materialised
And today I get an email that the order has been put through and will be processed in 10-12 days!
A totally disorganised company and service!
This ompany should be ashamed about the service they provide
Re: Emails deleted without notice
24-02-2019 12:31 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Having a look at your original account - the one that your email service is against (before the broadband and phone line was ceased), this should now be working as expected. The mailboxes are there, and there's mail sat in both mailboxes going back to 2017 onward.
The broadband and phone services were cease as part of a transfer away to a new provider which completed on 11th February. We received this transfer request on 25th January, and we've admitted fault because our system had not issued the automated "your service is moving to a different provider" email notification.
Because those services were transferred away and this completed we have to initiate a transfer back from the company that took it. This transfer was placed on the 14th February once we'd been made aware of what had happened, and initially it had a completion date of 22nd February (which is the minimum lead time we can request - these are rule set by Ofcom). Unfortunately as part of that transfer request the provider that has the line has to agree, and in turn can take their time doing so, which has resulted in the order not being committed for completion until 4rd March.
Can I ask, this provider that took over the line we had, do you have any knowledge as to why or how that happened?
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- :
- Re: Emails deleted without notice