Is the email service being withdrawn or not ?

[#1]

@jab1 Obviously I can start my own thread on the issue but I did also wonder if the spam filtering and other email controls had gone missing for not just myself but all Plusnet email users as some kind of prelude to the email service being shut down, which is the topic being discussed in this thread.  After all if you couldn't change email whitelisting or blacklisting controls or set up new sub email boxes that would be a pretty effective way to encourage customers to take steps to start moving their email services elsewhere, even if the email service itself was not going to be shut down until some well announced date in the substantially more distant future.

I was given a direct link to the email controls by a member of staff on the phone customer services team but that link led to a 404 domain not found error in my case, even though I was logged in to my Plusnet account at the time.

EDIT:- Also if the issue is only affecting my account and not users of Plusnet email in general that makes it more of a customer service ticket issue rather than one that needs its own separate discussion thread.

[#2]

OK, I understand. The way I get into mine is: 'Manage Account>scroll to foot of page>Manage your Plusnet mailboxes.

[#3]

@jab1 My problem is I can't find any menus in my member accounts that will take me to my email controls and Plusnet customer services gave me a direct URL to the controls that also didn't work and produced a 404 page not found error.

They logged a support ticket about this yesterday late morning and I am still currently waiting to hear back from anyone at Plusnet customer services about the issue.

I can still pull down my own emails from my Plusnet email accounts using Mozilla Thunderbird via Pop without any issues of any kind.

The funny thing is these email account controls went missing several months ago and haven't come back but as long as I don't need to alter spam filtering or set up new sub email boxes on my main Plusnet domain it doesn't cause me any further issues.  But that is why I thought the problem might have been associated with Plusnet's apparent deliberate long term run down in service of the email facilities (essentially throughout the time since Plusnet was acquired by BT) it is providing to customers including not making them available to any new customers over the last several years.

[#4]

@jab1 When I go in to Manage Your Account I then  get a message saying "Change already in progress
You are not currently allowed to make a change. There is already a change in progress. Please try again later" that has been there for quite a long time now (many months) and this seems to stop me accessing any of the email account controls and spam filtering features since there is no menu then lets me access them.

But I was able to whitelist and blacklist new email addresses up to 6 to 12 months or so ago as far as I can recall it.

[#5]

So you don't see tis at the foot of your 'Manage Account' page?

[#6]

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@Capvermell wrote:

@jab1 When I go in to Manage Your Account I then  get a message saying "Change already in progress
You are not currently allowed to make a change. There is already a change in progress. Please try again later" that has been there for quite a long time now (many months) and this seems to stop me accessing any of the email account controls and spam filtering features since there is no menu then lets me access them.

But I was able to whitelist and blacklist new email addresses up to 6 to 12 months or so ago as far as I can recall it.

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OK - slight improvement then. You need to get your 'Can't make changes' message cleared -  quickest way to do this is to post a request on the 'My Account' board. It is an unfortunate side effect of completed account modifications not being picked up by the automated systems.

[#7]

@jab1 No I have Additional Support, Referrals, Marketing Preferences and then finally Enhanced Care on that page 

If I click in Enhanced Care it just refreshes that page but with exactly the same content as it had before including no link to control email settings on my account.

[#8]

Thought you might have slightly different, as I am no longer a PN customer, but do still have the free email account. As said, request that flag be removed.

[#9]

@jab1 Unfortunately the guy in customer services seemed very unfamiliar with their email systems and hadn't come across this issue before.  But I have already lodged a support ticket about it that he created.

The funny thing is that I haven't actually made any product changes to my account that should have caused this to happen in the first place.

I can try also making a post about the problem in the location that you suggest

The spam filtering does actually still seem to work very well and with aggressiveness level 5 almost no blatant commercial spam gets through most of the time (even if it does it is set to still go in to my inbox marked as SPAM in the subject) and nor do legitimate emails that I want to receive seem to be blocked with the appropriate whitelisting in place for a very small number of my email senders. 

[#10]

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@Capvermell wrote:

I can try also making a post about the problem in the location that you suggest

The spam filtering does actually still seem to work very well and with aggressiveness level 5 almost no blatant commercial spam gets through most of the time (even if it does it is set to still go in to my inbox marked as SPAM in the subject) and nor do legitimate emails that I want to receive seem to be blocked with the appropriate whitelisting in place for a very small number of my email senders. 

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I suggest you do as you say in the first sentence above - the agent you spoke to obviously wasn't aware of this long-standing issue.

As regards the rest, I can't really help, I have a different, non-Plusnet filtering system in place, so have never used the PN filters.

[#11]

@jab1 I am in the same boat as you re no longer being a Plusnet broadband customer but something I did in accessing the account controls seems to have caused the strange change in progress message that prevents me from accessing these email controls.

Anyway I suppose all of this is a slight heads up to probably start migrating a lot of my Plusnet email over to gmail or elsewhere before Plusnet one day forces us to do so.

Ultimately the problem that has occurred here is probably also because of the somewhat Cinderella status of the entire Plusnet email platform and hence why I thought it was relevant to post about it in this thread.

[#12]

See what happens once that flag is removed.

[#13]

This is the link to manage my mail - https://www.plus.net/manage_my_mail

There is a long standing issue that on some browsers / screens the bottom of page content is obscured by the black footer area.  This is usually "fixed" by resizing the browser window.

Nothing has been removed from Plusnet mail, other than new and past users cannot use it.

[#14]

@Townman Many thanks for your message with the direct link to plusnet spam filtering and other email account controls at https://www.plus.net/manage_my_mail as I have found that currently that is working and I am able to access the spam filtering controls using it as long as I Sign In in to Plusnet account first on the main www.plus.net web page.

I tried speaking to customer services again to a lady who was quite helpful and friendly in nature (and definitely proper yorkshire in terms of accent) but still had no knowledge of how to resolve the stuck "change already in progress" page and tried to suggest the ability to access the email account controls page had been removed as it is an old service Plusnet is thinking of shutting down soon.

I did try to tell her this can't be true as other members can still access the controls from https://www.plus.net/member-centre/account by using the link at the bottom of that page but she didn't seem very inclined to believe me or chase up the problem with the "change already in progress" message.

She did also claim that the direct access to the email account controls at https://www.plus.net/manage_my_mail shouldn't be working any more and that she was told that direct access link had been closed down but it appears that is not in fact currently the case........

[#15]

Sadly there is far too much mis/disinformation emanating from first line support in respect of email.

The “cannot make changes” issue is one of long standing and for a current customer would indicate that the account has orders pending which have not been acknowledged by BT’s B2B systems. I guess that such a ‘disconnect’ could remain on a legacy account.

@willcutforth - could you address the cannot make changes issue please?

@SeanD - might something be done in respect of the misinformation emanating from front line support regarding email please?