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Message 1 of 9

Re: Disappearing emails

 I keep reading about emails mysteriously disappearing.

I've read several suggestions as to what may cause it. Has anyone got to the bottom of it?

Personally, I don't trust external mail servers, so keep copies of important emails backed up. However, there are plenty of email users out there that do not understand that an email server is not a place to store irreplaceable documents.

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Message 2 of 9

Re: Disappearing emails

Has anyone figured out why people's BTmails keep disappearing?

Is it user error or mistakes by BT?

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1,030 Views
Message 3 of 9

Re: Disappearing emails

The tech guy I spoke to at BT said he had failed to get an answer as to why it keeps happening. We ruled out user error in this instance.

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Message 4 of 9

Re: Disappearing emails

It's a bit worrying that BT don't know whats causing it.

If any Mods read this, perhaps they can find out if anyone is investigating this issue.

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Message 5 of 9

Re: Disappearing emails

As far as I am aware, when this has been investigated on more than one occasion by the moderators, it has been found that the user's email client/app triggered the action.

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Message 6 of 9

Re: Disappearing emails

In krustyloaf's case user error was ruled out, so I'm wondering if there is a bigger issue here.

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Message 7 of 9

Re: Disappearing emails

I never said it was user error. All that was said was that the email client/app triggered the action.

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Message 8 of 9

Re: Disappearing emails

Hi gg30340
If the users email client/app deleted emails that the user wanted to keep, one of the reasons for this to happen is "user error". For example, the user did not realise that a setting within their app was set to automatically delete old emails or to clean-up a folder when it reached a certain size?

Are there any email apps that have the capability of deleting large numbers of emails stored on a mail server without getting confirmation from the user first? If so, could someone let us know how we can disable that function?
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949 Views
Message 9 of 9

Re: Disappearing emails

It is not user error if there is a problem/issue with the email client/app.

I have no idea what triggers the deletion or the ins and outs of every email client/app so I cannot say if there is a setting or not but given that the users have in the main been using their email client/app prior to the issue it would seem unlikely that the user either set or omitted to set something within the settings of the email client/app. 

Just to clarify, when the issue has been investigated, the only information that has been fed back is what device, usually a device where an email client/app is used to access the email account has been responsible for triggering the issue. 

BT are only able to say which device triggered the issue because obviously it is impossible to say whether the user was responsible or not.

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