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Mailbox access

FIXED
Steviec55525
Newbie
Posts: 3
Registered: ‎10-11-2021

Mailbox access

Hi, for some reason, I can not now access my totalise//madasafish email account which was migrated to plusnet. I don’t believe it is over the size limit, and not have I received any emails about it being archived.

can anyone help please

kind regards

3 REPLIES 3
Steviec55525
Newbie
Posts: 3
Registered: ‎10-11-2021

Re: Mailbox access

If this requires my mailbox be unarchived, my email address <Redacted>.co.uk

Moderator's note:
Personal information removed from a public forum (to an area that staff can see).
Townman
Superuser
Superuser
Posts: 23,200
Thanks: 9,719
Fixes: 162
Registered: ‎22-08-2007

Re: Mailbox access

Fix

You do not say precisely how you can no longer access the mailbox.  Do you mean that you can no longer log on to it?  If that is correct, there are other explanations.  Totalise mailboxes are not to the best of my knowledge archived.  When they are full, they are full and will no longer receive mail, nor allow more to be sent.

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.

Steviec55525
Newbie
Posts: 3
Registered: ‎10-11-2021

Re: Mailbox access

Thank you Townman, that is hugely appreciated and has allowed me to fix the problem

Moderator's note:
Fix moved to post.identifying the solution.