Leaving Plusnet (no offering at my new address) - can I set up a permanent email redirect?

[#1]

I read the long thread on this issue and have a query/need  clarification.

I use Outlook on my PC and it accesses my Plusnet email.  When I move next month to an address in Cornwall I will go onto BT FTTP as there is no Plusnet fibre offering.  I understand that I can keep my Plusnet email for a fee of £1.06 per month which is fine.  But do I understand that a permanent redirect can be set up, in which case I make that redirect to a domain I own?  Is that something that once set up will last forever even though I have left Plusnet, or would I have to continue with the £1.06 per month subscription to keep it going?

Thanks!

[#2]

Hi there.

I'm sorry to see you've decided to leave us although I appreciate the reason behind it as we don't offer FTTP anymore. Email only accounts became free of charge since September 2018 so there's no more £1.06 fee for this.

Unfortunately it's not a straight forward process to retain your email following cancellation. What we'll need to happen is your account to cancel down destroying your mailboxes, we'll then reactivate your account changing it to a mail only one.

Once we've reactivated your account you'll then need to go to the Manage My Mailboxes page within your accout at http://www.plus.net/email to recreate your default mailbox name as you had it before.

Moving on to your question about setting up a redirect, the only redirect functionality we offer means that you can setup a plus.com email address as an alias and redirect any mail directed there to another email address of your choosing for example your domain you've mentioned. You won't be able to redirect mail from an existing mailbox on your account.

I hope this helps but feel free to let us know if you have any further queries.

[#3]

Thanks, I think I follow that.

I don't keep anything in my .plus.com mailboxes - incoming mails go down to my Outlook and I tend to delete any sent from the webmail, so that clearing all folders won't cause a problem.  I'll screen capture what my 'Manage my email' currently looks like so I can recreate things after I've given notice on my account.  Do I need to tell whoever I speak to anything special?  Or do I just tell them I need to terminate because I'm moving home and onto BT FTTP but wish to keep my webmail account? 

Thanks again for your help!

[#4 · Accepted solution]

No problem, ah fair cool. I think you’ve just got the one email address that’s the default one with the mailbox name customised.

When you call to cancel (0800 013 2632) apart from making a bit of small talk (:D) you don’t really need to tell us anything other than you’re wanting to cancel for a particular date and we’ll process it for then.

As far as I’m aware there’d be nothing that we can do to stop your mailbox from being destroyed when the cancellation happens. We’ll then sort things out after that.

I think one the reasons we need to allow the account to cancel down rather than changing it to a mail account straight away is that the cancellation process automatically destroys the chargeable components in the billing engine. If we didn’t allow the account to cancel, you’d likely be billed as normal for an email account which would be bad!

Feel free to drop us another reply over here once it’s cancelled and we’ll arrange for it to be reactivated. As a heads up the reactivation can sometimes take 1 to 2 working days as we’d generally raise a task to a specialist team (NetOps) so if your account cancels on a Friday night it may not be picked up until Monday. 

[edit]

Finally it may go without saying but any mail sent to your Plusnet email address between your account being closed and reactivated/mailbox recreated would bounce back to the sender.

[#5]

Many thanks!

I've terminated my contract this morning, effective 30th Sep 2019. I've taken screen shots of my email setup for when the detail gets zapped.  I'll accept your kind offer to re-reply for you to help reinstate the email address.

Thanks again! 

[#6]

No problem, sounds good. I'm not in the office on the 30th but if you've not got this sorted on the day, I'll check back on the 1st October to reactivate your account and change it to a mail only one.

[#7]

Hi @SkylineUK_Dup I've now reactivated your account and changed it to Plusnet Mail. I've also recreated your email address as you had it before. If you've lost any mail as a result of the cancellation, feel free to let me know and I'll get a task raised with our NetOps team to restore the mailbox as it was at the time your account was cancelled.

I hope this helps.

[#8]

Many thanks Anoush!

I'm getting an error message 550 - I think I'm logging in to the wrong place, i.e. where I used to log in.  Is that incorrect?

Thanks.

[#9]

@SkylineUK_Dup No problem. You’d log in using the same account username and password Here then go Here to configure your mailboxes although I’ve already recreated your mailbox so you should in theory be able to send and receive mail normally now. If you’re still unable to log in, which web address are you going to?

[#10]

All seems working today!

I can't thank you enough Anoush, your esteemed parent company, BT, were supposed to be putting fibre in and my order has descended into a farrago between myself, BT, Open Reach, and Kellys (who do all the dig-ups for Open Reach).  Kellys say my dig-up is awaiting 'cost approval' !?!?  It looks like we will not be back on the internet for a month.  I am a VERY displeased BT customer, and after I've finished typing this I will be phoning them (good luck with that, some would say......) to give them a broadside.

You have restored my only connection to the outside world - many thanks!  I can at least check and send my emails even if it is by sitting in my car (where I am now) outside a kind neighbour's house, who has allowed me to use her connection.

[#11]

Cheers for the message back @SkylineUK_Dup no problem it's good to see you've got your emails back now but I'm sorry to see there are complications in providing you with an FTTP service at your new address. 

I do hope it doesn't take too long, if you need any further help from us feel free to let me know.