Not receiving emails to Force9 Email

[#1]

@odyssey1  / @simoncullen 

Note there is a marked difference between not being able to access a secondary mailbox and not seeing new mail in a secondary mailbox.  One needs to be crystal clear in describing the issue.

Key Issues under investigation with Force9 secondary mailboxes are…

1. UserID authentication does not work using email address - use account+username
2. Having logged on, new emails are not being seen in the user client or the standard webmail client - use the Greenby webmail client

These mitigations are temporary.

Any deficiencies with the Greenby webmail client is new territory and needs to be reported to Greenby.

[#2]

The issue is I can get into my account via basic webmail or on thunderbird but no new mail is showing for 11 or 12 days .

I cannot access through Greenby no matter what we have tried.

I have no idea about secondary mailboxes I’m just doing the same thing that I have been doing for years / decades.

[#3]

Actually tonight I can’t even login 

[#4]

Hi Simon,

Sorry to hear you are still having issues.  Mine is now sorted by using F9 rather than force9 and I had to reboot after making the changes.

Thanks to plusnettony for all his help.

[#5]

...but that is not a fix, it is a mitigation!!

[#6]

@MicWal Thanks for letting me know.

@simoncullen Changes have been made. I need to double check what you see/how you've logged in today. 

[#7]

Well here we are two weeks on and now I cannot even login to anything via basic webmail , thunderbird or greenby never mind not access any of the last two weeks emails that I have yet see/receive.

Its just unbelievable what a way to alienate customers.

[#8]

I've asked that they call you. 

You can also visit https://greenby.com/auth/recover-details, enter your username, select your provider and input the code that will be text to you. Perhaps best to ignore the code I just sent you. 

[#9]

I’m afraid none of that works not a thing but just at the last minute I again tried to login to webmail and not only was I able to login but all my last two weeks emails are there same on thunderbird.

I would just like to point out I have changed nothing from two weeks ago and I have no migration emails from Greenby .

God only knows what going on behind the scenes but what a complete mess.

I will be moving everything I have left away and I’m glad I started the process 9 days ago .

Thank you to Plusnettony for all your trying and help and to everyone else who tried to help as well.

[#10]

Glad you’re finally there, Simon! I found the old login settings have also magically now worked for my relative in the last 24 hours so Greenby must have fixed something for everyone. It’s been a rough ride with poor communication but my thanks too to everyone who has worked behind the scenes.

[#11]

I have found the migration process to be so challenging that I signed-up to this discussion forum.

I too can not receive messages in my email software and whilst I have 'got by' with webmail its more 'emergency mode' than anything else. However, one of the people in this house is almost 90 and simply incapable of using webmail. Also extremely unhappy that the desktop email client has not received any messages for several days.

I did raise a ticket with Greenby and around lunchtime today I was told that my migration failed on the first attempt and worked after a second attempt. It is fortunate that I received this message (I first contacted them several days ago) as I was poised to raise a complaint with Offcom.

One of my brothers is also a Plusnet customer and he is watching what is happened to me with dismay.

Another issue is that earlier today I sent an email to a sister-in-law who has an outlook.com email address and it was rejected with a message that (to my eyes) suggests Greenby is on a blacklist. I think its based on the 'from' ip address . This too alarms me.

Simon

[#12]

Further to my message of yesterday Greenby have told me that the first attempt to migrate my account was only partially successful. The second attempt was stated as being successful, maybe it was - but I have missing messages. I access emails in imap mode and also created some extra folders on the server at Plus.net.

Unfortunately only the basic folders were migrated - inbox, drafts, sent etc.... But not (for instance) the folder with all my proof of job search activities that I was keeping in case Universal Credit ever accuse me of not looking for work. There were other folders too.

After trialing various configurations I now have access to my emails in several of the email software inboxes that I use - but not in Windows Mail. I am still working on that and suspect that its age and limited security protocols (eg: it only has SSL / no STARTTLS) are an issue. This is Windows 7 software as I refuse to use Windows 10 or 11. I'd use Windows XP if it still could - its vastly superior and unlike newer operating systems when a folder is opened in XP it shows the contents immediately (zero delay!!) whereas newer operating systems make you wait whilst they 'discover' what is in the folder. The inability to get Windows Mail to work is not a deal-breaker for me as my future plans are to switch to Linux and access Windows in Virtual Box without web access.

A few tips which I do not recall receiving in a full message telling me how to change my email system.

whereas receiving Plus.net emails required us to configure access to receive emails based upon our user Plusnet user name and the email box user name (eg: username+simon) with the new system we must use our actual email address (eg: simon@username.f9.co.uk) 

To get the information with the required data to configure my email inboxes I logged in to Greenby using my Plusnet account username and password and went to 'emails'. I then looked for my personal email account and clicked the three dots on the far right of the screen. From the option menu I selected "connect devices". From here I clicked the "advanced users" option and this came up with a page entitled 'manual config'. Whilst here I also used the "reset password" option and created a new password that is over 15 digits long (I am not disclosing the exact number), a mix of upper and lower case letters, and includes both numbers and spacial characters.  A row of green lights suggested that the system was happy with my password. Of course I also had to feed my new password in to my email software.

For the record the manual config page says this: (complete with a lower case letter i - for incoming - thus is very sloppy and does not create confidence in them). 

For security reasons (as this is a public forum) 'username' replaces my real Plusnet user name

Username: simon@username.f9.co.uk

Password: Use the email account`s password 

incoming Server: imap.force9.net

Protocol IMAP (encryption enabled)

IMAP PORT: 993

Outgoing Server: relay.force9.net

SMTP PORT: 465(encryption enabled)

If you prefer to use the POP protocol rather than IMAP then please use port 995 with Encryption turned on.

I understand that somewhere else on the Greenby site they quote some very different configuration data - it is a shame as this is misleading. 

I hope this helps people.