No Emails since Monday

[#1]

Hi there.

New here so please bear with.

Since Monday I have not received any emails into my old Freenetname/Madasafish email account. Trying to send an email into the account leads to an 'Address not found' response.

I called Plusnet, who referred me to Greenby, a company I had never heard of. I have tried repeatedly to use their chatbot, whose only functionality seems to be displaying a 'Whoops! Something Went Wrong' message!

Anyone got any useful advice to get back on track? I can log into my Madasafish account but cannot access webmail as I just see 'Redirecting ...' followed by a blank screen.

Is it worth trying to go back to Plusnet as I have heard anything previously from Greenby about being migrated?

Thanks in advance for any advice. Getting increasingly annoyed and feeling helpless.

Peter

[#2]

@James_B 

Can the briefings to CSAs please be revisited.  This advice is not appropriate for MAAF users.

@PedroH1962 

A warm welcome to the forums.  The MAAF users have not yet entered into the migration programme and there has been ZERO changes for these users ... not even preparatory stages as per the other email brands.  Therefore support for your issue lays entirely within PlusNet's sphere.

One's first reaction to your described problem on MAAF is that the mailbox is full.  These only have a 250MB allowance and it is a 'hard' quota - when it is exceeded nothing can be received, sent nor in some situations deleted.  However the attempt to send failure points towards other possibilities, such as for example, attempting to send from a hosted domain name which has expired.

Do you use a hosted domain name on your MAAF account - is your email address of the ilk you@your-domain.co.uk or youraccount@madasafish.com / youraccount@freenetname.co.uk?

If it is a hosted domain name - check here to see if it has expired - Home - Nominet

@Gandalf - given that the weekend is nigh, would it be possible for you to look-see if this user has a hosted domain name which might have expired please?  If they have and it has, then a quick poke in what is left of Friday, saves a wait until next week.

[#3]

Hi Peter,

Your domain has expired which I suspect is causing the issue, I've raised it and should be renewed shortly. 

Sorry about this and thanks for flagging @Townman 

[#4]

Fantastic news. Thank you so much!

I have just raised a ticket on the phone with the Plusnet tech guys, so between you I hope to be wading through spam emails very soon!! 

[#5]

Peter,

For the avoidance of doubt any email sent (to the domain name address) whilst your domain name has been non-functional is lost unless the sender arranges to try again.  Would not want your expectations to be overly optimistic.

[#6]

@Townman Thanks for clarifying.

[#7]

@Gandalf Any idea of the timescale for the domain to be refreshed?

[#8]

Typically hours - check the nominet link I sent you.

[#9]

Hey, sorry I couldn’t get it done for you today due to how busy the small team are, but I’ve raised a ticket, so the request is formally in the queue. 

I’ll badger people on Monday to try and sort it then. 

Really sorry that your domain had expired. 

[#10]

Hi Townman.

Looks like I could be in the same boat with my freenetname email address - linked to an old website domain I have. My email hasn't been working for the last few week, I access it on Apple Mail - it's no longer my main account but I still need to access it for certain important accounts. 

Thanks to your great advice to check on the Nominet website, it seems that it has expired in the last few weeks. I no longer use the website but I'm assuming this is why I can't access my email account. 

The email inbox is showing an error triangle and when I click on it, it says: 

There may be a problem with the mail server or network. Verify the settings for account “xxx” or try again.

The server returned the error: Connections to host mail.[mydomain].co.uk on the default ports failed.

My email address is of this ilk: me@my-domain.co.uk

What is the best way to getting it fixed? Do I need to change any settings? Not sure who to contact - plusnet or MAAF or Greenby. Yet to receive any info about the migration - so also not sure if I should have changed the port / server settings.

Thanks in advance for any advice.

[#11]

First check the status of your domain name using the link in post #2.

[#12]

Thanks for this. I've checked the status on Nominet and yes, it does look like it has expired:

I've copied and pasted what it says on the site below.

How do i get it reinstated? - as I say, I don't need access to the wesbite - I just need access to the email address.

This is what it says:

Lifecycle status	pending delete redemption period
Domain Expiry	2025-10-25T01:22:20Z
Domain last updated	2024-11-04T08:36:17.497224Z
Domain created	1999-10-25T01:22:20Z
Purge/Drop	Redemption Period indicates that it is still possible for the current registrant to Restore/Renew the domain. Please see details of the .uk purge process.

[#13]

@Desqueyroux has this been sorted yet? If not please could you private message me your domain? 

[#14]

Hi there. My domain seems to have been renewed, but no sign of any emails trickling through

[#15]

Check for a full mailbox.

Determining IMAP mailbox size.

Mailbox size can be found in some clients by various means, but there is nothing I am aware of on iPhones, iPads or MACOS clients.

MS Outlook will give you some indication for utilisation as follows

1. Right click on the account in the left panel
2. Select Data File Properties
3. Click the Folder Size Button
4. Read: Total Size (including subfolders)

Using RoundCube Webmail

1. Select Folder Actions... (cog icon bottom left)
2. Select Manage folders
3. Select each top level folder
4. Select the Information tab
5. Click "Click to get folder size"
6. Do each top level folder in turn
7. Add them up

The figure found / calculated might not be precisely the same as on the server, but it will be near enough.  If you have more than one mailbox on the account, you need to do this for all mailboxes and take the sum of them.

Pre-migration, the ACCOUNT storage allowances (across all mailboxes) are...

• Plusnet, Free-online and Force9 1GB - when 'full' emails may still be received and sent, but be aware that the contents are liable to being archived after 30 days of non-rectification
• The rest (Brightview and MAAF brands) have a hard 250MB allowance - when full no mail may be received, sent and in some cases deleted**

Post migration all accounts have a hard 2GB allowance - when full no mail may be received, sent and in some cases deleted**

**The standard action of DELETE is a MOVE to the trash folder - that requires free space on the server; if it is totally full the standard delete will not work.  The following might be found helpful...

1. Empty the trash folder if there is anything in it
2. Do a HARD delete - most email clients will do a non-recoverable delete in situ if the SHIFT key is depressed when doing a standard delete from (for example) the inbox - such deletes DO NOT go into the trash folder, so be careful!