Can no longer access plus.com

[#1]

Good Morning,

was using my plus.com perfectly fine until 22/07, can no longer access it as of yesterday and today, any advice would be appreciated, thank you.

People recieve a DNS does not exist bounce back when sending an email if that helps. Have tried updating both POP/IMAP settings to no avail. 

[#2]

@audreycowie can you still login to your PLusnet account https://www.plus.net/member-centre/login ?

[#3]

Just to add on to this, using mozilla thunderbird, both IMAP and POP are successfully being probed with the standard plus.net settings so unsure what the issue is. account/password seems correct as I can log into plus.net itself but gets stuck on the checking password part when setting up in mozilla, thanks.

[#4]

Hi,

can log onto both a newer account and older account. I believe the email is connected to the older account but have been using mozilla thunderbird without issue until now while using the new account to pay.

[#5]

can log onto both a newer account and older account.

Was the older account converted to an email only account ? and if so when ?

[#6]

Hi,

I'm unsure if it was converted, when I log into plus.net on the older account it doesn't give me the option to change any of the email settings while on the newer account it does. Thanks.

[#7]

Hi,

comes up with the below when I log into the old account.

Account Closing

You can't change your products for the moment, our system may be updating. Please try again later.

If you've got a Plusnet email address linked to your account this will no longer work, so please change your email address

[#8]

That's not good!.

Is the change from old to new account fairly recent then ? and if so why ?

If the old account closes, you will lose the email

[#9]

Hi,

I can see the last payment was back in 2020 on the old account, but is up to date on the new account.

Unsure why I was moved to a newer account at the time. Have had no issues with the email until now and no warnings either so I assumed it was fine. 

Have been actively using the email to send/receive so I don't think it's due to a lack of activity. 

[#10]

I suggest you contact Customer services urgently and ask why the old account is (apparently?) being closed and to stop the closure.

Post back with their response, and if you don't get a satisfactory answer , I'll try and escalate this to the forum staff.

[#11]

Hi, 

phoned up and advised that they would only be able to help for broadband or landline issues, thanks

[#12]

That's really not very good! They ought to be able to sort out account issues.

I'll escalate this now and see if we can get a more sensible response

[#13]

@audreycowie 

Can you log into the mailboxes using webmail?

That is the most fundamental starting point to understand what might be happening here.  The fact that the user portal is reporting that the account is closing, is probably a red herring.  My business account which was closed in May still reports "Your account is closing".