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loss of old email -

bobp
Grafter
Posts: 68
Registered: ‎29-06-2007

loss of old email -

Since last November Plusnet has been unable to bill me for my broadband account. Not a problem initially as they were not charging me for working broadband. However - in order to resolve their problem - they created a new account. I asked whether my old email addresses would still function, to avoid contacting hundreds of people. Told that they would. And they do, But unfortunately all the different mailboxes get delivered to one address, so I get my wife's emails etc. Also cannot connect to old mailboxes by webmail so unable to retrieve them separately. Not a happy bunny.

3 REPLIES 3
Strat
Community Veteran
Posts: 31,305
Thanks: 1,627
Fixes: 565
Registered: ‎14-04-2007

Re: loss of old email -

Moderators Note
This topic has been moved from ADSL Broadband to Email.
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Townman
Superuser
Superuser
Posts: 19,708
Thanks: 8,043
Fixes: 94
Registered: ‎22-08-2007

Re: loss of old email -

The following might be of some help - I suspect that you still need to do step 5, so that Plusnet can do step 6.

Email only accounts

When a user account is closed, unless specific action is taken all of the associated services - email, web-space, cgi-service, etc. - will be terminated. If a user wants to retain their email service after the account is closed, they MUST so advise Plusnet of their wish BEFORE the account is closed. There used to be a charge for email only accounts, but they are now FoC

Resurrecting an account as email only requires manual intervention from both the user and Plusnet. The process should go something like this...

  1. The user tells Plusnet that when the account is closed, that they wish to retain the account as email only
  2. The user makes a note of all of the email addresses
  3. The account is terminated
  4. Plusnet resurrect the account as email only
  5. The user recreates the email addresses
  6. Plusnet restore the mailbox contents

Everything should then work as it did previously, however there is a risk that emails sent to the email addresses between the account being closed and the email addresses being recreated might

  1. Be returned to the sender as undelivered
  2. All be delivered to the default mailbox if CATCH-ALL is enabled

 

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.

bobp
Grafter
Posts: 68
Registered: ‎29-06-2007

Re: loss of old email -

Thanks for that. I was slowly getting round to working this out. It would have been helpful if Plusnet had given clear instructions themselves. They gave me a link to the Plusnet Handbook which tells you nothing about this situation. The mailboxes are recreated so I will wait to see if they get restored, and if so when.