Keeping force9 email when ending plusnet subscription

[#1]

Details of the problem would be helpful please.

Try running the email server connection diagnostics - see the link below.

[#2]

Hi. Well this has been a disaster. Plusnet say my force 9 email has been successfully migrated. They helped me log into a greenby account which shows two mailboxes. One which I’ve never had before, <Redacted>@<Redacted>.f9.co.uk, and my <Redacted@ <Redacted.f9.co.uk mailbox which I have had forever. Both mailboxes are empty. There is no sign of <Redacted@f9.co.uk. Greenby say no force9 mail has been migrated yet so it’s a plusnet issue. Plusnet say the mail has been migrated so it’s a greenby issue. I can’t access webmail either from greenby or plusnet. Please help, Ollie

Moderator's note:
Personal information removed (to an area staff can see) as per Forum rules.

[#3]

How are you accessing the mail box?

If you are not using webmail, can you please take a look using webmail - your clients probably need time to resynch their contents.

[#4]

I am using the mail app on my iPhone for plusnet. I am logging into the greenby account given to me by plusnet to look at my mailboxes there. I am nable to look at webmail either using plusnet or greenby.

[#5]

@Jollyolly 

Hi!

Sorry to hear about the issues with your webmail account, I can see a manager from our technical team is working with you to resolve this, they have raised a task to our back office team for you and they will be getting back in touch Monday. So please keep an eye out for a call, email and text! 

Thanks,

Lex

[#6]

Hi. Well I’m back from holiday now having spent many hours on the phone with plusnet and a lot of time going round in circles with the greenby chatbot. The fact is that plusnet aren’t helping because they say I have an account with greenby and my mail has migrated there. They say it is a greenby issue. I can indeed log onto an account with greenby where I have two empty mailboxes and nothing else. Greenby bot claims that no force 9 accounts have been migrated so it is a plusnet issue. I now have limited access to my plusnet account. I received an email from Plusnet on Wednesday telling me that some other email accounts have been opened for me. However I have been unable to access them using the settings given. I am at a loss but it seems to me that in migrating my force 9 emails ahead of their due time something has gone amiss. Please help. Thanks, Ollie

[#7]

I'm looking into see what is happening here for you

For the record, you have been migrated, I'd like to say successfully. 

Before I raise, can you confirm the mailbox (bit before the at sign) that you didn't previously have? If it's your username, if its postmaster or your username, that's normal. If it's something random, I'd like to know what it is. If you want to PM me a copy of your email from us this may help. 

I've re-read the thread, and I'd also like clarity on the exact situation as of now. Please tell me for both webmail and your mail client, what happens, what you see, what you'd expect. Thanks

[#8]

Thanks Tony . The new address are mando@mando.force9.co.uk and postmaster@mando.f9.co.uk. I have attend the first to my apple mail app and it seems quite happy. However it doesn’t send or receive mail.

I can log into my plusnet webmail for the new account. Again it’s empty. I cannot access webmail for my original ollie@ mando address.

I can log into my plusnet account but I get a message telling me I can’t change anything

Ollie

[#9]

Right, username@ and postmaster@ are the same thing. I'll check your other mailbox when I have access to the work database (most likely Monday). 

Tell me what happens if you go to webmail.plus.net and enter your username / password. Can you log in, if so, is it empty where you'd expect emails?

[#10]

Hi. So I have talked to one of the help team at plusnet. I am now able to view and send emails using webmail for mando@mando. We have also created a mailbox ollie@mando which can send and receive emails.
However there are no old emails to see. That’s as far as we have got. Dominic has raised a request to unarchive old emails which may or may not be possible.
I don’t understand how I can have two ollie@mando email addresses, one at plusnet and one at greenby?
Thanks, Ollie