Orange preventing access to emails

Mr_Glover_Lover

Hi, i've posted on another forum to see if I can get my email account unlocked but wondered where I stand legally:

Orange have locked my email account as they say i've gone over my limit a few times and am now classed as a 'spam originator'. In truth they have only told me this time it happened that the reason they locked it was I went over there 20 emails a day limit. they have told me it has been permanently locked and that's that.

I've politely asked them to reconsider as the limit seems very harsh and they wouldn't tell me until they'd doen it why they had locked it in the first place - it's really not easy to find the T&Cs on their website so I was unaware of the usage limit.

My main problem is this is my main email address and I have loads of emails, documents etc. which I need to access, it's really causing me a lot of problems. I know it's their service they are providing, but can they legally deny me access to my documents and emails like this?

I hope someone can help as i'm at my wits end

Matt

tomwakefield

They can legally deny you access to their service.

Losing access to your documents is primarily your responsibility as you should do regular backups of anything important.

visidigi

...yeah but 20 emails a day is nothing - I send over 250+ in a normal working day - all work related - there must be something more to this - OP are you sending massive attachments or something?

neilmcl

I agree, there does seem to be more to this, 20 emails per day is hardly excessive, even for a consumer account. In future OP, get yourself an email redirection service, that way if you have problems like this or you simply change your ISP you can easily redirect your emails to a new account.

Oliver14

visidigi wrote: »

...yeah but 20 emails a day is nothing - I send over 250+ in a normal working day - all work related - there must be something more to this - OP are you sending massive attachments or something?

There must be more to this. I'[d also be amazed if a major provider only allowed you to send 20 emails a day.

Mr_Glover_Lover

This was the initial response from Orange: "Your account has been permanently locked as it has been captured repeatedly through our anti-spam process. fsmail.net accounts are restricted to a maximum of 20 emails per day to a maximum of 90 recipients (which is ever is reached first) and your account has gone beyond this on several occasions. It will not be reactivated."

While it has happened an 3 or 4 previous occasions they wouldn't ever tell me why they'd locked it, they just unlocked it when I queried it, so I was none the wiser as to why it had happened.

Mr_Glover_Lover

All I did was one day I had an email conversation with 9 or 10 friends to arrange a weekend away! Probably 10 emails sent but to 10 people each time.

visidigi

you see, thats a very different story.

The thing I dont get is you say its been organising a weekend away with friends, yet the orange email states repeatedly caught doing one of the other.

Are you running a newsletter or something through it? It does seem harsh, but again, I don't think you're being totally upfront with your mail usage methods here - its happened 3 or 4 times before...so this could be the 5th time, lucky as usually companies like this work a 3 strikes and out policy.


Then you say all I did one day was have an email conversation...

Something is still missing from your side of the story - you keep flagging up as an abuser of the system...why?

Mr_Glover_Lover

What I say is absolutely true, I was organising a weekend away with some friends. I've never done anything even remotely like mailshots or newsletters, I can only think the previous times it happened were similar situations where i'd sent a few emails to a group of people. If I was sending mass emails i'd have twigged why they had locked my account, but I can hand on heart say that isn't the case. On most days I don't send more than 3 or 4 emails.

I've had that account for 7 years and it had never happened before a two or three months ago. While their Abuse Management Team are standing fast, their Customer Services team emailed me a few days later telling me it had been unlocked and advising me to be aware of the usage limits as people can get caught up in anti-spam measures, but when I checked it hadn't been unlocked at all. Now they just won't respond at all and i'm really not getting angry or abusive in my emails as I know that's not going to help.

CapJ

I don't understand why they can't just disable the outbound service to at least allow the OP access to his emails?

Mr_Glover_Lover

That would be fine, i'd be ok with that.