Cancellation of broadband and home phone but keeping as email only account - FAIL
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Cancellation of broadband and home phone but keeping as email only account - FAIL
10-12-2019 5:24 PM
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My in-laws have just cancelled their broadband and home phone (cancellation form completed along with request to keep account as email only). Received Question as reply (Question #196010979)"Customer has requested to keep account as Email Only. Cancellation request is for 8th December". Received another question which states "The Phone cease on this account has been completed. Please arrange for the account to be cancelled" to which they have again asked that account be kept as email only. Guess what? Account now closed and mailboxes have been deleted. Have requested email only account be re-opened but doubts raised as to whether mailboxes could be recovered. Not very happy at all, but what can they do.....leave?
Not holding out much hope here, but you never know.
Re: Cancellation of broadband and home phone but keeping as email only account - FAIL
11-12-2019 1:13 AM - edited 11-12-2019 1:15 AM
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Hi @ianmcleod1963 I’m sorry to see what has happened. Unfortunately to downgrade an account to mail only, we need to first allow it to cancel as this removes the chargeable components stopping the billing.
The cancellation process is automated and apart from the initial request, this happens without any manual intervention, the ticket which advises “Please arrange for the account to be cancelled” is an automatically generated ticket from the days when we used to manually process this.
Once it’s cancelled we’d then be able to reactivate the account, change it to mail only and then recreate the destroyed mailboxes back to how they were just before cancellation.
Apologies if this wasn’t explained. If you could leave this with me, I’ll ensure it’s sorted out tomorrow when I’m back in the office.
Apologies for the inconvenience caused.
Re: Cancellation of broadband and home phone but keeping as email only account - FAIL
11-12-2019 9:36 AM
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Thanks Gandalf. Did ask the for confirmation in a couple of the questions but didn't get any reply. Hopefully it'll all be sorted soon.
Re: Cancellation of broadband and home phone but keeping as email only account - FAIL
11-12-2019 1:45 PM
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Thanks for getting back to me @ianmcleod1963
Apologies for how this was handled, we could've proactively monitored this and raised it to the appropriate team as soon as the account was cancelled to then reactivate things so I've arranged for feedback to be passed on.
Moving forward, I've reactivated your account now and changed this to a mail only account so they should have access to their emails as they were just before the point their account was cancelled.
I've also added more detail to the support ticket Here. Let me know how it goes and if there are any issues.
Apologies for the inconvenience we've caused.
Re: Cancellation of broadband and home phone but keeping as email only account - FAIL
11-12-2019 3:02 PM
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Thanks again Gandalf, can log into webmail but now empty and unable to send (get error about unknown domain). Also not receiving emails. When I try to send to it I get an error "The message could not be sent. The setting for your outgoing email [SMTP] server might need to be configured. To find the server settings for 'Irene@username.plus.com', please contact your email service provider.
Subject 'Test'
Server Error: 550
Server Response: 550 <irene@username.plus.com> recipient rejected - domain has no delivery address (DNS MX or A record)
Server: 'relay.plus.net'
Windows Live Mail Error ID: 0x800CCC79
Protocol: SMTP
Port: 587
Secure(SSL): No
Re: Cancellation of broadband and home phone but keeping as email only account - FAIL
11-12-2019 3:06 PM
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No problem @ianmcleod1963
Could you go to Manage My Mail at http://www.plus.net/email to re-set up the mailboxes as they were originally?
As a heads up that if you log into webmail using just the account username for one of the email addresses, then that'd be the default address and you'd just rename it (As opposed to creating a new mailbox)
Let me know how you get on.
Re: Cancellation of broadband and home phone but keeping as email only account - FAIL
11-12-2019 3:58 PM
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Have set up mailbox but still getting error trying to send to email address with invalid domain error. Also still unable to send from her webmail account with an invalid domain error
Regards,
Ian
Re: Cancellation of broadband and home phone but keeping as email only account - FAIL
11-12-2019 4:11 PM
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Re: Cancellation of broadband and home phone but keeping as email only account - FAIL
11-12-2019 6:45 PM
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Have updated ticket. Still cannot send to email address or send from webmail with error that domain not recognised.
Re: Cancellation of broadband and home phone but keeping as email only account - FAIL
11-12-2019 6:56 PM
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