Emails not arriving, webmail login fails

[#1]

Hello. I have just noticed that emails have stopped arriving in my Thunderbird client, and when I try to login to the Plusnet webmail service that is giving me an error too. I can't find any way of rasing a ticket with plusnet anymore on their website. Anyone any idea what I can do?

[#2]

@afmmbob That appears to be two distinct problems  (1) Which protocol (POP3 or IMAP) are you using? Have you exceed the 1GB capacity? (2) What error do you get when  trying to access webmail?

[#3]

POP3, and thus not exceeding the storage limit. It just says "login failed", nothing helpful at all! When I try the basic webmail, it says "Unknown user or password incorrect."

[#4]

Something sounds strange here. I will ask a more knowledgable individual if he can assist.

@Townman  ?

[#5]

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@afmmbob wrote:

Hello. I have just noticed that emails have stopped arriving in my Thunderbird client, and when I try to login to the Plusnet webmail service that is giving me an error too.

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Can you be more specific about the issue details?

1. You do not specify the error encountered in attempting to log into webmail
2. You state that attempting to login to webmail gives and error to inferring that you get an error with Thunderbird which you did not state specifically
3. Which email brand
4. When did you last access email successfully
5. Have you had any security warning emails from Plusnet

Reset email password

If you are not able to login to the email address using webmail, then it is likely that your email address has been identified as being compromised and has had its password changed. Where email address passwords have been changed to protect the integrity of the service, the Plusnet account password is left unchanged.

Which ISP are you with, Plusnet or one of the other / legacy vISPs?

Plusnet / Force9 / FreeOnline users can only change the password on the DEFAULT email address by changing the password on the user ACCOUNT through the user portal. You can change the password on a secondary mailbox using the Manage My Mail options in the user portal.

Brightview users (Madasafish / FreeNetName / GlobalNet / IC24 / ICScotland / Dialstart / Totalise) logging into webmail should use their full email address. Use the MAAF user portal to update the password on the default email address (change the account password) and use this MAAF guide to change the password on a secondary mailbox address. If you cannot recall the account password, you will need to contact support ... because the account password change process sends an email to the mailbox you cannot now access.

DO NOT USE THE SAME PASSWORD AGAIN for that would allow the continued exploitation of the account. The new password should be cryptic and not one used before.

Note that changing the account password will change the password used for logging on to the relevant user portal. If your email service is NOT a retained legacy service (one associated with a retired internet service account), then the password required by the router to connect to the internet will be changed too. If the router is a Hub Zero or a Hub One supplied by Plusnet it should update automatically. If not, you will need to log into the router, drop the connection, change the password yourself and reconnect.

On the assumption that the email address password has been compromised, I strongly recommend that wherever you have used that email address / password combination as access credentials to services such as Amazon, Netflix, eBay etc., that you also change the passwords on those service as well.

[#6]

@jab1 

If the mailbox has a 1GB FUP storage allowance, exceeding it would not stop new emails arriving.

The MAAF vISP group email services have a 250mB storage allowance which is a hard limit - when full, no new emails can be received into the mailbox.

At present it is not clear if this is a login issue as opposed to an email delivery issue. The problem is not stated clearly enough to determine.

@afmmbob - use of POP3 is no assurance that the server mailbox is not full if at any time IMAP has also been used against the mailbox, as would be the case in using webmail.

[#7 · Accepted solution]

Suspecting a Thunderbird glitch, I completely shutdown and restarted my laptop. Thunderbird has now successfully retrieved 67 messages from up to a week ago. I also retyped / resaved my password for webmail and that is also now working - possibly a DuckDuckGo saved password issue.

Thank you both for your assistance.

I wonder how the move to Greenby is going - I only found out about that today as I have had no direct communication from Plusnet about it.

[#8]

The migration is being run in cohorts over several months.  Each cohort will receive appropriate communication at the time that their service becomes a candidate for migration.

[#9]

Thanks for the clarification, Townman