Plusnet-Greenby email

[ianr]

Any other Plusnet user currently undergoing the transfer of their Plusnet email handling?

Edited Friday at 16:54 by ianr
Title sp.corr.

[vladi]

Yes, I got migrated 4 weeks ago and all is fine. Everything came across OK.

Greenby is using a later version of RoundCube than Plusnet had - which gives more options.  I selected the Classic interface rather than the other two offered. Classic is identical to the old Plusnet.

Very pleased with the outcome.

[Sue]

I didn't even know Plusnet had email!

My broadband is Plusnet, but my email is gmail!

[vladi]

I may have been too premature with  my praise because this morning the save emails in 5 folders have all disappeared!

[ianr]

Mine still seem well populated. I assume the display filter is still acting as you'd expect with the other folders.  I trust and hope it'll be a recoverable glitch, even if they did manage to delete or mislay the online copies.    

I had prepared a para. beginning "That's essentially reassuring, Vladii.  Thanks." before managing to somehow remove the rest of it irrecoverably from the EDF message edit pane.

Back on the Greenby side, I've narrowed down my own problem.  Most of my email posts are 'From:' my own domain but posted via the PN relay.   Maybe a couple of years ago an alarming failure of these to reach gmail addreses, without any non-delivery message, emerged.  It seemed to be due to the absence of an SPF entry on its DNS record.  Once that had been added all was ok again.   The SPF entry is still there, but the symptoms have reapppeared.  I've narrowed it down to email From that domain posted via both Greenby and Plusnet webmail.  The same messages sent from the same domain via a mail client, via SMTP to the PN relay, seem all to get through ok. So does one sent by webmail using my official PN mailbox domain [me]@[myPNUsername].plus.com.

I submitted a carefully written problem-ticket request last night, and find it got an immediate very detailed response from their bot, saying "Thank you for the detailed explanation - this is really helpful information...This is an interesting deliverability issue..."  It then went on to enumerate and explain several possible factors which could have been involved, and asked me to submit a fresh ticket with details of a missing email's sender, time, and intended recipient, so that they could check their logs and diagnose further.   I was actually impressed, for the first time, by the response's quality.  I guess bots must benefit from high quality input from users. 😉 

Edited Saturday at 10:19 by ianr

[vladi]

Greenby are back n my good books again!

I raised a ticket yesterday and carried on trying various things myself to solve the issue. What solved the issue was me dragging an email from my trash into the folders that were not displaying any messages. As soon as I did that, all messages reappeared.
I followed up on my ticket by advising Support of this and got this enthusiastic response:-
 

That's brilliant news - great problem-solving!

It sounds like you encountered a webmail display glitch where the folder indexes weren't refreshing properly. By dragging an email into each folder, you essentially forced the webmail to re-index and refresh those folders, which brought all your emails back into view.

This is quite a clever workaround, and I'm glad you persevered to find it! The good news is that your emails were always there safely stored on the server - they just weren't displaying correctly in the webmail interface.

If you experience this again in the future, you now know the trick. Alternatively, sometimes simply logging out of webmail completely and logging back in can also refresh the folder listings.

Is there anything else I can help you with today?

 I still rate them 10/10 as they are quick to respond to tickets and are good at explaining things such as above.

 

[Sue]

1 hour ago, vladi said:

Greenby are back n my good books again!

I raised a ticket yesterday and carried on trying various things myself to solve the issue. What solved the issue was me dragging an email from my trash into the folders that were not displaying any messages. As soon as I did that, all messages reappeared.
I followed up on my ticket by advising Support of this and got this enthusiastic response:-
 

That's brilliant news - great problem-solving!

It sounds like you encountered a webmail display glitch where the folder indexes weren't refreshing properly. By dragging an email into each folder, you essentially forced the webmail to re-index and refresh those folders, which brought all your emails back into view.

This is quite a clever workaround, and I'm glad you persevered to find it! The good news is that your emails were always there safely stored on the server - they just weren't displaying correctly in the webmail interface.

If you experience this again in the future, you now know the trick. Alternatively, sometimes simply logging out of webmail completely and logging back in can also refresh the folder listings.

Is there anything else I can help you with today?

 I still rate them 10/10 as they are quick to respond to tickets and are good at explaining things such as above.

 

That  sounds like the sort of response I get from GPT, so if it's AI that would explain why the response time is so quick!

[Alec1]

I saw this come up when they announced it.  I don't use my plusnet email address anymore, but I suppose I had better check before it has all gone. Didn't I read that they will start charging for use too?  

[ianr]

Meanwhile, I'm withdrawing my previous high appreciation.  Firstly there were my attempts three days ago to provide the detailed information they needed,  to enable the technical team to check a specific post in their log  and see the server responses.  I found myself as if going round in circles.   The bot eventually told me that it was Support I should be sending it to, rather than 'here in chat'.  I'd been following the links to the numbered Ticket throughout and had not even been aware I was in a different part of the building.  

It was beginning to feel as if I was being gaslighted so I just gave up, and went off to educate myself on the latest requirements the biggies such as Gmail require in ther DNS security information.  I've long had an SPF record, and it's now clear that I should be ready to install at least a DMARC, and preferably a DKIM one too, in my domain's DNS record.  I'd not noticed any recent problem before the migration, so had assumed (but haven't yet checked) that Plusnet have been inserting their own secure identity confirmation items, for known subscribers like me who use their mail relay to send email as from their personal domain.   Anyway, I've just  had another try at giving the bot the required information, and that seems to have succeeded, so I'll see wait to see what the Greenby techs say about it all.

On top of that, yesterday evening I was searching for a really important email which I had to reply to,  which I'd purposely put in a separate Plusnet webmail folder.  I found that all my added folders there were empty, just as in Vladi's reports, which I'm immensely glad  of.  Knowledge of his experience and a fairly quick and successful resort  to his strategy worked for me too and helped ratchet down my alarm, which was present even despite the knowledge that somewhere I should be able to find another copy of the file.

It could have been otherwise.  A system fault like that, unreported and left uncorrected, could potentially contribute to doing people real harm.  I remember two years ago, a single instant of deep fear, on hearing something on the radio about the dire legal effect that could result from an inaction similar to one of my own, that was immediately followed by a slight oddity in my hearing in one ear.  I connected the two and measured my BP for a period shortly after.  That more or less confirmed that there'd been a marked jag in my BP, occasioned by the moment of fear, that gradually declined.   Two or three days later I woke up with a severe  hearing loss in that ear.  That led to a referral to an ENT consultant, but by the time that arrived the loss had thankfully been more or less reversed.