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Message 31 of 45

Re: Renaming old folders with a now invalid character, under the latest release

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REF #23:

I am still unable to access three folders containing circa 100 emails. BT did say Friday (tomorrow) when I reported the problem on Tuesday.

Did BT fix it Friday (that is, yesterday)?

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Message 32 of 45

Re: Renaming old folders with a now invalid character, under the latest release

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No. Nothing has changed and no contact from anybody at BT.
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Message 33 of 45

Re: Renaming old folders with a now invalid character, under the latest release

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Oh dear.  That's disappointing but not surprising.

I've just spent 40 minutes on the phone to BT explaining that I have over 1800 emails that I can't get at.  The very patient lady tried to understand the problem, and to suggest things to try.   The upshot is that nothing worked. and that she will refer the problem to the BT Mail team.  She gave me a Case ID (BTIR007xxxxx).

She explained that the system migration from BT Yahoo to BT Mail moved all folders from the BT Yahoo server to the BT Cloud.  From there, they were moved to the BT server.  Unfortunately, because the #-foldernames were invalid, the contents of these folders were not transferred.

She has reported the problem to the tech people, who (she assures me) will sort it all out in 3 working days (that is, by close of business on Wednesday, 17 June).  The fix will also correct the invalid foldernames, presumably by removing (or amending?) the # symbols.

I'll provide a progress report next Thursday.

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Message 34 of 45

Re: Renaming old folders with a now invalid character, under the latest release

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Hi Robbie,

could you please press the BT Team to :

1) sort out the contacts issue that a lot of users have highlighted in this Thread. Since the introduction of the new e-mail system, old contacts ( used years ago ) appear on the drop down when you press the name you'd like to use ; the most recent ones are down in the list . It's a total mess and it's super slow

2) the delete function should be , as before, on the menu bar and not on the drop down

3) archive an e-mail into folders is now a super complicated operation : it takes 3 steps trough dropdown. This is totally inefficient

 

Thanks

 

Federico

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Message 35 of 45

Re: Renaming old folders with a now invalid character, under the latest release

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I have spoken to BT again. I spoke to TIM who gave fantastic customer service. A pleasure to deal with. 

TIM explained that a "Bridge Case" was raised when I first phoned on Tuesday last week but unfortunately it went to the wrong team.

He has today spoken to the tier 2 team. They are going to rename my folders removing the # symbol but I won't notice the change until Thursday morning as they run something on Wednesday night which makes the changes happen.

I am expecting to see my folders renamed on Thursday morning with the # symbol removed and all sub folders still accessible. 

I will report back then.

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Message 36 of 45

Re: Renaming old folders with a now invalid character, under the latest release

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That's encouraging -- thanks for the feedback.

I hope my own "incident report" (or whatever it's called) went to the right team.

The Weds update seems to be relevant as that's what they quoted me.

Removing the # symbol should certainly fix my problem too, but I'm left wondering how the edit will cope with a resultant folder name that is already in use in my folder list (there's at least one).

I, likewise, will report back on Thurs morning.

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Message 37 of 45

Re: Renaming old folders with a now invalid character, under the latest release

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RE:

"I'm left wondering how the edit will cope with a resultant folder name that is already in use in my folder list (there's at least one)."

I wonder if it's worth renaming any potential 'clashes' in folder names yourself, maybe as a temporary thing? For example, if you have #Work and Work maybe renaming the folder called 'Work' to 'Work2' to avoid any clashes?

You may, of course, have to many to rename, but just a thought.

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Message 38 of 45

Re: Renaming old folders with a now invalid character, under the latest release

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That's a very good idea.  I've just done as you suggest (only 5 folders, so no big deal).

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Message 39 of 45

Re: Renaming old folders with a now invalid character, under the latest release

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Thursday has arrived - nothings changed. Still have folders with a # that I can't access.

Another call to BT later.

Have to say, I'm very dissapointed.

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Message 40 of 45

Re: Renaming old folders with a now invalid character, under the latest release

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Contacted BT again. A lady based in South Wales explained that the the tier 2 team had passed my problem onto a third party who replied saying they couldn't fix it? She has put in a complaint on my behalf and asked some questions as to why it wasn't fixed. She has assured me she will ring me back by 9pm tomorrow (Friday 19th) with answers. 

If it's not fixed or I do not hear back it will be call number 4 over the weekend.

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