Madasafish email problems

[#1]

My Wife has a legacy Madasafish mail account which she uses through Mozilla Thunderbird.

A couple of weeks ago it started refusing to send emails via Thunderbird. any attempt to put in the password failed. At this time mails were still being received. Thunderbird is now refusing to download new emails.

She could send & receive Emails via webmail until this morning. Now webmail refuses to download new mails.

I spoke to PNET Tech support, the woman I spoke to said she had reconfigured the mailbox. Now we can't even log in to webmail.

I am getting ear ache from my Mrs moaning about her email.

Please can someone shed some light on what is happening with these Madasafish mail accounts.

Thanks

[#2]

There is some possibility that the mail account was found to be compromised and has had its password changed...

Reset email password

If you are not able to login to the email address using webmail, then it is likely that your email address has been identified as being compromised and has had its password changed. Where email address passwords have been changed to protect the integrity of the service, the Plusnet account password is left unchanged.

Which ISP are you with, Plusnet or one of the other / legacy vISPs?

Plusnet / Force9 / FreeOnline users can only change the password on the DEFAULT email address by changing the password on the user ACCOUNT through the user portal. You can change the password on a secondary mailbox using the Manage My Mail options in the user portal.

Brightview users (Madasafish / FreeNetName / GlobalNet / IC24 / ICScotland / Dialstart / Totalise) logging into webmail should use their full email address. Use the MAAF user portal to update the password on the default email address (change the account password) and use this MAAF guide to change the password on a secondary mailbox address. If you cannot recall the account password, you will need to contact support ... because the account password change process sends an email to the mailbox you cannot now access.

DO NOT USE THE SAME PASSWORD AGAIN for that would allow the continued exploitation of the account. The new password should be cryptic and not one used before.

Note that changing the account password will change the password used for logging on to the relevant user portal. If your email service is NOT a retained legacy service (one associated with a retired internet service account), then the password required by the router to connect to the internet will be changed too. If the router is a Hub Zero or a Hub One supplied by Plusnet it should update automatically. If not, you will need to log into the router, drop the connection, change the password yourself and reconnect.

On the assumption that the email address password has been compromised, I strongly recommend that wherever you have used that email address / password combination as access credentials to services such as Amazon, Netflix, eBay etc., that you also change the passwords on those service as well.

[#3]

Sadly PNET Customer support is being unhelpful. today,

Why has what ever the woman done yesterday evening now preventing us from logging in.

The above statement answer does not make sense. The service has gradually degraded over the last couple of weeks from being unable to send emails via Thunderbird, but being able to send via webmail. Then not receiving emails via Thunderbird, but still being able to send / receive via webmail, to being able to login to webmail but getting an IMAP server error and now with whatever  the engineer did yesterday to not being able to log in at all.

[#4]

Hi @DaveCW 

I’m really sorry for the issues you’re having.

If you can drop me a private message with the account username, I’ll see if I can fix the login issue. 

[#5]

Thanks for the private message @DaveCW 

I've re-enabled the mailbox component, so you should be able to login now. It's part of what needs to be done when it has been refreshed and reconfigured.

As for the issue with sending/receiving mail, I’d suggest checking the mailbox hasn’t reached the 250MB quota. 

If you click on Settings in the top right of webmail, you should be able to check the size of each folder then add them all up to see if combined they’re below 250MB.

Let us know how you get on.

[#6]

Hi Gandalf, thanks for your help

Whatever you did plus a password reset one by customer service has helped.

We can again get in to Webmail and can receive emails in Thunderbird.

Sadly we are back to the original issue. My wife is unable to send emails via Thunderbird.

[#7]

Hi @DaveCW 

Have you checked if the mailbox size is below the quota?

[#8]

---

@DaveCW wrote:

Sadly we are back to the original issue. My wife is unable to send emails via Thunderbird.

---

A precise error message would be helpful please.

[#9]

Hi Gandalf

I am new to this forum but noticed that I think this problem you talk about below is similar to one that I am having

I am wanting to access an old madasafish email account to access some important emails and the password I last used does not seem to work. I tried to recover it to what I thought was the recovery email address but nothing has arrived. I see it may have been compromised so in your post you say it is likely that the password has been changed. Would I be able to private message you with the details to see if you can help? It would be much appreciated.

Thanks

[#10]

Hi @Auchamore 

Yeah feel free to private message me. I suspect this may need someone from Support to reset the password for you, if the online forgot password tool doesn’t work. 

If you can private message me, I’ll see if everything else is in order though. 

[#11]

I have been struggling with issues with my madasafish account with outlook. The latter is no longer supported by the plusnet email service. My understanding is that Plusnet will cease supporting email accounts by the end of the year. They have already shed Waitrose. I would advise changing your email account as I am currently doing. 

[#12]

@johnM1 

When there is a plan to do something, then there will be a formal announcement. In the meantime any comment is (at best) pure speculation by first line support, possibly confused with the confirmed closure of the JLP email service and the end of legacy email on closed Plusnet accounts.

Additionally, who says Outlook is no longer 'supported' by Plusnet?

[#13]

JLP is a very distinct case and I suggest more of JLP ditching the email service than Plusnet. Remember Plusnet ran those services ON BEHALF OF Waitrose.

“No longer supports Outlook” what utter nonsense. Outlook is an IMAP client to which Plusnet’s mail servers are totally agnostic!