cancel
Showing results for 
Search instead for 
Did you mean: 

Freenetname email not accessible

FIXED
Sandpix
Dabbler
Posts: 10
Registered: ‎01-06-2023

Freenetname email not accessible

My freenetname email (now on Plusnet server) has not been accessible since April. I tried to phone customer service (I had to go through mobile as I could not supply a home phone number that was recognised by the automated system) but despite being promised a call back after “rhey look into it” I have had no joy. I can’t even access the webmail by a browser.  

17 REPLIES 17
ClaudiaG23
Plusnet Help Team
Plusnet Help Team
Posts: 361
Thanks: 156
Fixes: 25
Registered: ‎02-05-2023

Re: Freenetname email not accessible

Hey @Sandpix, how are you trying to access your emails? Is this on a client site or are you using webmail? What error are you getting when you're trying to log in, please?

If this post resolved your issue please click the 'This fixed my problem' button
 Claudia Garner
 Plusnet Help Team
Sandpix
Dabbler
Posts: 10
Registered: ‎01-06-2023

Re: Freenetname email not accessible

Hi @ClaudiaG23 

Both. I can’t access through the server or webmail. Webmail just froze and is unresponsive. The app I use for email (blue mail) has not been able to access my account since late march. The error message just says unable to contact server. Please help as I have quite a few accounts linked to this email.

Townman
Superuser
Superuser
Posts: 23,296
Thanks: 9,787
Fixes: 162
Registered: ‎22-08-2007

Re: Freenetname email not accessible

To be clear are you confirming that you CAN log into your email account using webmail?

If the answer is yes, try using the basic webmail option.

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

Sandpix
Dabbler
Posts: 10
Registered: ‎01-06-2023

Re: Freenetname email not accessible

 

Sorry, by “Both” I meant I CANNOT access my emails in any way. NOT through webmail (https://webmail.plus.net/)  NOR through any server (via outlook, Mail etc).

I can’t even log into webmail now because the login page says: “Unknown user or password incorrect” This is a recent development as I used to be able to login to webmail (using the same username and password combination), except the screen froze. 

Townman
Superuser
Superuser
Posts: 23,296
Thanks: 9,787
Fixes: 162
Registered: ‎22-08-2007

Re: Freenetname email not accessible

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.

 

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

Sandpix
Dabbler
Posts: 10
Registered: ‎01-06-2023

Re: Freenetname email not accessible

I can access my madasafish account with the email/password combination, using the MAAF user portal. However it says the email is “inactive”. I am not sure why this is as I was not notified it would be made inactive or ever asked if I would like it to be. 

I cannot login to the Plusnet portal on webmail, or in any way, using the same email/password combination (as I said this is a recent development). So logging into the madasafish account does not help me access my email as that just directs me to Plusnet. It does however seem to show my email/password is correct even though the Plusnet portal says it is “invalid”?

Is this a Plusnet thing locking me out or deactivating my account?

 

As I said I have quite a few accounts answering to this email address. Had I been notified it would be closed I could have made arrangements. Now I am in a very difficult position. Any help would be greatly appreciated. 

Sandpix
Dabbler
Posts: 10
Registered: ‎01-06-2023

Re: Freenetname email not accessible

I have managed to rest the password, and regained access to the webmail portal. However it shows the most recent email as January, my app I use to access email has more recent emails ( from late March).

I have attached a screenshot of the webmail I get, it has a big error message on it.

F9E15694-EF2B-4B27-BFA4-968E1932AED2.png

 

Baldrick1
Moderator
Moderator
Posts: 11,965
Thanks: 5,335
Fixes: 421
Registered: ‎30-06-2016

Re: Freenetname email not accessible

@Sandpix 

Screenshot is January 2022.

Moderator and Customer
If this helped - select the Thumb
If it fixed it,  help others - select 'This Fixed My Problem'

Townman
Superuser
Superuser
Posts: 23,296
Thanks: 9,787
Fixes: 162
Registered: ‎22-08-2007

Re: Freenetname email not accessible

The screen shot has an error event. I suspect that the mailbox query was incomplete.

Make sure the sort sequence is set to none. See the webmail performance post at the top of this board.

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

Sandpix
Dabbler
Posts: 10
Registered: ‎01-06-2023

Re: Freenetname email not accessible

Thanks, but check the time stamp in the top right hand corner (8th June)

😉

Townman
Superuser
Superuser
Posts: 23,296
Thanks: 9,787
Fixes: 162
Registered: ‎22-08-2007

Re: Freenetname email not accessible

Yup, but with a query error the content list will be incomplete.

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

Sandpix
Dabbler
Posts: 10
Registered: ‎01-06-2023

Re: Freenetname email not accessible

So this is where I am at. 

I can log into webmail on a windows system using an Edge browser and this gives me all my email if I set the sorting to “none” as suggested. 👌

I cannot log in to webmail on my iPad using the Edge browser app. There is no option, or no options appear, to sort the emails as in the windows system. The page does not load. 


I cannot access my emails through iPad using the mail app or on my Fire tablet using Bluemail app using account logins. 

This means I can only use this email if I use a pc with a windows system over the internet. Is that right?

Sandpix
Dabbler
Posts: 10
Registered: ‎01-06-2023

Re: Freenetname email not accessible

This is the page I get if I log in on the iPad over webmail.56914B1B-6C4A-45BF-AFF7-0CF419220EB1.png

Townman
Superuser
Superuser
Posts: 23,296
Thanks: 9,787
Fixes: 162
Registered: ‎22-08-2007

Re: Freenetname email not accessible

Fix
Something is very odd there.

With nearly 3000 unread items, performance will be totally pants!!

I suggest that on the machine you can connect with, you do some heavy house cleaning first and sort the other issues out when the mailbox is more manageable.

The response on edge on the iPad looks very odd - that is indicative of connection issues … which might be contributing to your over all issues. I do not recognise that screen. Do you see the colour of the router light changing?

What does it look like using the native safari browser?

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