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Simultaneous email duplication on Outlook and Nokia Mesaging Email

paulBG
Dabbler
Posts: 15
Registered: 24-08-2010

Simultaneous email duplication on Outlook and Nokia Mesaging Email

On 10th December, my Outlook and my Nokia phone both suddenly started downloading duplicate copies of my emails. I had made no changes to my phone settings or to Outlook. Gmail, which only looks every half hour, did not collect any duplicates. Nokia mail did not collect as many  duplicates that Outlook did - Outlook downloaded all emails, read or not, going back 23 days  - which created around 400 duplicates. The duplicates all showed as unread.
All three clients are set up to use POP3 and Oullook is set up to leave copies and delete anything over 30 days old. I have had the set up for many  years, except for Gmail being added a few months ago to get around terrible Squirrelmail - and this has never happened before.
The support from PlusNet has been poor - making assumptions, almost no questions to clarify the problem, ignoring details provided and making suggestions that cannot be from real IT specialists.  
So far, I have had:-
1. We don't support Outlook, delete and recreate the account – why would I do that, and what about the phone?Huh
2. You have 3 different email addresses – perhaps people are sending to both addresses – unbelievable suggestion.
3. We will pass it to the ‘office’ to respond – but I see no evidence of escalation to a real IT expert.
4. If your account in Outlook has been modified then it often 'forgets' which email has already been downloaded and downloads them all again – Outlook has not been modified and what about the phone mail client doing the same at the same moment?
PlusNet seem unable to problem solve this situation so I don’t know the cause, if it will happen again, and I am left with having to delete 400 messages by hand or by buying some software.
Has anybody had the same problem, and do you know the cause? It seems to me that something happened on the server and PlusNet are trying to blame my client without clear reason. If the client did cause it, I’d like to hear a believable suggestion that isn’t just ill-informed guesswork.
Many thanks
Paul
10 REPLIES
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Simultaneous email dupliucation on Outlook and Nokia Mesaging Email

Hi there,
I'm afraid this is down to the email issues we had and how the recovery scripts had to be in order to move the mail across to the new platform. Sorry about the hassle, unfortunately there's nothing we can do about the duplication.
There's more detail on how it all happened on our service status archive - the relevant post is http://usertools.plus.net/status/archive/1292858377.htm
paulBG
Dabbler
Posts: 15
Registered: 24-08-2010

Re: Simultaneous email dupliucation on Outlook and Nokia Mesaging Email

Matt,
Thanks for the response - that makes sense and I can understand hiccups moving across to a new platform. Why do the CSC Analysts not understand this? The responses I have had have been terrible and never mentioned anything about change of platform. I had to post to the forum to get a straight answer.
Cheers
Paul
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Simultaneous email duplication on Outlook and Nokia Mesaging Email

Understood, I'll have a look at the answers you got on your account and make sure there's feedback passed on to them. I'm sorry about that, and thanks for the understanding Smiley
paulBG
Dabbler
Posts: 15
Registered: 24-08-2010

Re: Simultaneous email duplication on Outlook and Nokia Mesaging Email

Matt,
It's doing it again - as I speak my Outlook is downloading duplicates of 799 previously downloaded messages totally over 150Mb. What's happening today?
Cheers
Paul
Community Gaffer
Community Gaffer
Posts: 13,418
Thanks: 1,182
Fixes: 92
Registered: 04-04-2007

Re: Simultaneous email duplication on Outlook and Nokia Mesaging Email

Hi Paul, see the thread over here.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

Community Veteran
Posts: 26,718
Thanks: 930
Fixes: 10
Registered: 10-04-2007

Re: Simultaneous email duplication on Outlook and Nokia Mesaging Email

Quote from: paulBG
All three clients are set up to use POP3 and Oullook is set up to leave copies and delete anything over 30 days old.

This I think is the clue. If there is a temporary problems sometimes the mail client forgets which emails it has already read and downloads them all again.
If you want to use the leave on server option of POP3 I'd suggest 30 days is far too long.
IMAP is designed for keeping multiple clients looking at the same mailbox in sync with each other, it even syncs the sent mail.
jelv (a.k.a Spoon Whittler)
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paulBG
Dabbler
Posts: 15
Registered: 24-08-2010

Re: Simultaneous email duplication on Outlook and Nokia Mesaging Email

Jelv - thanks for the tip. It sounds like you understand this better than me. I have gmail (to avoid squirrelmail when traveling) and my phone also collecting email from PlusNet. If I use IMAP on my laptop, is there any downside regarding still having gmail and my phone operating over POP3? My laptop is my primary client but there will be times when the laptop starys at home and I rely on the phone or gmail. It's all been working so well up until 10 days ago and I don't want to bugger it all up!
Cheers
Paul
Community Veteran
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Re: Simultaneous email duplication on Outlook and Nokia Mesaging Email

There's no reason why you can't mix POP3 and IMAP, so you could be using IMAP and have Google fetching mail using POP3.
Something to note: Google and your phone will only be looking in the primary inbox folder, so if you've moved a message to another folder before Google/your phone has done a fetch on it, it won't be seen by Google.
What do you currently do about mail you send using Google or your phone, BCC it to yourself?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
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paulBG
Dabbler
Posts: 15
Registered: 24-08-2010

Re: Simultaneous email duplication on Outlook and Nokia Mesaging Email

Thanks, Jelv.
Mostly I send using my laptop so save my sent mail there. Gmail is mainly for reading and anything I send from the phone is generally low importance, or yes, I bcc myself if necessary.
Cheers
Community Veteran
Posts: 26,718
Thanks: 930
Fixes: 10
Registered: 10-04-2007

Re: Simultaneous email duplication on Outlook and Nokia Mesaging Email

If you use IMAP on your PC and create a folder under the mailbox called (say) 'Read mail', then as you read mail on your PC (or webmail if they ever get it usable) move it in to the read folder, when you collect mail using your phone it will not pick up mail you've already read on your PC. With the phone set to leave the mail on the server, next time you sync mail on the PC it will also pick up the mail you've read on the phone.
Google will be a bit hit and miss - it will depend on whether you moved the mail before or after it tried to collect it.
Now, although all your mail will be on both your PC and the Plusnet mail server (there will be an option in the mail client to store mail for off-line reading - you need that on), if there is another event which causes POP3 clients to forget which messages have already been downloaded it will only download those you have left in the inbox, not those you've moved to the read folder.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)