cancel
Showing results for 
Search instead for 
Did you mean: 

Lost emails.

FillDee67
Hooked
Posts: 8
Registered: ‎07-12-2018

Lost emails.

Guys,

My local email server had issues and so my mails were left on PlusNet for a number of days. Now I fixed the issue on my server and the emails got downloaded, but somehow lost. Does anybody know if there is a way for them to be recovered.

Note this is a POP3 client program, so they were removed from PlusNet's servers.

Tags (2)
16 REPLIES 16
JOLO
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,149
Fixes: 77
Registered: ‎06-08-2018

Re: Lost emails.

@FillDee67,

 

Unfortunately, once the emails are downloaded via POP3 from ourselves they're removed from our server, which means there's little we'll be able to do from our side to resolve your issue. Does your local email server save/or backup any data?

 

 

FillDee67
Hooked
Posts: 8
Registered: ‎07-12-2018

Re: Lost emails.

Hi @JOLO,

 

Yes, I run backups, but the mails never reached the server. There is a POP3 collector in the middle which downloaded them, but never passed them on.

Are you saying that you do not have backups for customers email, or just that you won't restore my mailbox for me?

MasterOfReality
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,640
Fixes: 57
Registered: ‎26-03-2018

Re: Lost emails.

Hi @FillDee67

 

As POP3 is a client/server protocol in which e-mail is received and held for you by your Internet server - @JOLO is right in his explanation. 

 

Are you saying that you do not have backups for customers email, or just that you won't restore my mailbox for me?

It's not a case of "wont" I'm afraid - once they are downloaded they are removed from our server. 

 

It sounds as though IMAP might be more suitable for yourself if you wish us to store a copy as well. 

 

Thanks, 

MoR

FillDee67
Hooked
Posts: 8
Registered: ‎07-12-2018

Re: Lost emails.

Hi,

Thanks for your reply. I used to be an Exchange admin and understand the protocols, so I guess I may have confused you in what I was asking for.

I don't particularly want to store the emails on your server, I want to simply restore my mailbox to the last backup you have prior to around 1pm yesterday when I downloaded them.

If I did decide to start using IMAP, what are the mailbox size limits (across all mailboxes on my account)?

MasterOfReality
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,640
Fixes: 57
Registered: ‎26-03-2018

Re: Lost emails.

Hi @FillDee67 

 

Sorry - I should have realised that is what you meant. 

 

I have sent a ticket to get this requested. 

 

In regards to mailbox sizes they are all the same AFAIK - Plusnet customers get 1GB of mail storage, which is shared between all of the mailboxes on their account.

 

Thanks, 

MoR 

 

 

FillDee67
Hooked
Posts: 8
Registered: ‎07-12-2018

Re: Lost emails.

HI,

It seems that support are not responding to my reply (since Sunday), is there something else I should be doing?

I dont think that a one off mailbox restore is an unreasonable request.

JOLO
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,149
Fixes: 77
Registered: ‎06-08-2018

Re: Lost emails.

@FillDee67,

 

Those tickets are dealt with by a specific team. I'll pass it on to one of them to request it gets picked up this evening for you. 

JOLO
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,149
Fixes: 77
Registered: ‎06-08-2018

Re: Lost emails.

@FillDee67,

 

I managed to catch someone who had accesses to restore it on the back office. 

Mailbox: default

Visp: plusnet

The requests are processed in a batch, every 30 minutes. Please note it may take some time to restore the mail, especially if the mailbox was very large.

 

I'm assuming it was the default mailbox that you were having issues with, if this isn't the case please reply to the ticket and then update here so we can pick it up again. 

FillDee67
Hooked
Posts: 8
Registered: ‎07-12-2018

Re: Lost emails.

Thanks very much.

I have put extra info on the support call.

Ideally I would like all my mailboxes restoring, but it has to be from prior to 1PM Friday 7th. Anything after that will be empty, as I am back to downloading them every 5 minutes.

HarryB
Plusnet Help Team
Plusnet Help Team
Posts: 5,191
Thanks: 1,447
Fixes: 255
Registered: ‎25-03-2015

Re: Lost emails.

Hi @FillDee67, I've picked that up and submitted unarchive requests against the other mailboxes you've mentioned on the ticket.

 

I hope this helps.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Infrastructure Operations Professional
FillDee67
Hooked
Posts: 8
Registered: ‎07-12-2018

Re: Lost emails.

Thanks. How long does this process take? I see nothing recovered yet. I am still missing mails prior to Friday 7th prior to 1pm.

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 15,940
Thanks: 624
Fixes: 175
Registered: ‎27-04-2007

Re: Lost emails.

Hi there, the process should only take a few minutes. Ticket 185396702 is back with the right team to look into that for you. 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
FillDee67
Hooked
Posts: 8
Registered: ‎07-12-2018

Re: Lost emails.

Still nothing. I can't believe this is so difficult to do. Sad

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 15,940
Thanks: 624
Fixes: 175
Registered: ‎27-04-2007

Re: Lost emails.

Hi there, 

 

We'll do our best to make sure that gets picked up today. 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team