I don't know any other ISP that routinely archives customer mailboxes. I've got mailboxes that I log into once a year that have my e-mail from years ago on various bog-standard ISPs. Is this another anti-scalability tactic (e.g. it won't scale, so removing the number of messages gives it a chance?)

ISP's are businesses, not charities! Why should they spend money on storage space to keep emails going back eons for people who are paying them no money?

Isn't this guy a current customer? If not then fair point. If he is then it's not so fair and I'd expect PN to have far more obvious and poignant warnings (is there any point warning someone it'll be archived by e-mail when the whole reason for archiving is non-access of e-mail?!? Would not letters, portal login warnings and the like not be more appropriate?

I'm pretty sure that the email archiving is only applied to non-subscription accounts.

Hi there,

These warnings go to the email address specified by the customer on signup, not necessarily the archived box. If it is that box then the email goes in after the archiving has taken place.

Hi Matt,

Thanks for the confirmation on the former - the latter still makes no sense - if they're not checking, they're also not likely (still possible as we've seen) to notice the archive notice until it's too late.

True, but we do ask that customers keep their contact email address up to date... even if we created a ticket on the account the notification for that would be by email as well.

It's acceptable of course to expect the customer to keep details up to date of course, but it's entirely possible for someone to still have the PN e-mail as the only one - it's valid, up to date, they just don't check it often for whatever reason.

As for notification, sure, I understand that too, but if it popped up on the Portal, and so on there is greater chance of them noticing and less chance for anyone to say Plusnet failed to notify them (so you've better covered your corporate behind).

"Why the frown? From what Chris has said there were no mistakes made by Plusnet. "

Correct me if I am wrong but was the OP not within the allowed time?

Therefore there had to be a mistake made.

"To keep your mailbox active, you need to access it and collect E-Mail at least
once in a 180 day period." "

Edited by soundsystem (Sat 26-Jan-08 16:40:23)

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Why the frown? From what Chris has said there were no mistakes made by Plusnet.

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Really?

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Well as I suspected it is an error on our part - the script has been altered now and archives mailboxes not accessed in 90 days rather than 180 but unfortunately the email template wasn't changed at the same time.

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