/ Community, Home & Energy

Which.net discussion area

Comment bubbles

We’ve had a number of comments about the closure of which.net on Which? Conversation, and so to make it easier for you to all share your thoughts, feedback and ask us questions about the closure, we’ve created this designated space for you.

Please do share your concerns with us about the which.net closure and we will reply to you as soon as we can. We are doing all we can to help users move to a new provider by 24 May with assistance from our dedicated which.net helpline team.

If you’re a which.net user and want technical assistance with the closure and help with the migration of your email account to a new provider, please speak to our specially trained which.net helpline team. You can book a time get specific help from a member of the team by calling the number that an be found in the guide we’ve recently sent to all which.net users.

As ever on Which? Conversation, we ask you all to make sure your comments adhere to you our community guidelines. We will respond to your questions as soon as we can, but please bear in mind that we work Monday to Friday from 9am to 5pm.

If you’re new to Which? Conversation – this is a community from Which? for all consumers to debate the consumer issues that matter to them. You can find more help about getting started in our community in this guide.

If you’re a Which? member and would like to share feedback about Which? in relation to other issues other than which.net, you can do so in our ‘Help us shape the future of Which?‘ discussion area.

And if you want to talk about other issues that don’t fit into this topic or any other, please visit our off-topic area, The Lobby.

Indie Rai, Head of Member Services at Which?, commented on 19 April 2018:

The senior leadership team and I have been listening to what members and users of Which.net have been telling us about the closure, including reading the passionate comments you have been sharing here on Which? Conversation.

We appreciate from all the feedback that one of the main areas of concern is the inconvenience of updating email addresses with contacts, organisations and websites. We had been looking into providing a reliable automatic forwarding service – and I can now share that we will, therefore, be implementing auto forwarding for a period of six months following the closure on 24 May.

Comments

@patrick, will you transfer or copy all the appropriate, questioning and constructive comments made on this topic here and in the “Help us shape the future of Which?” Convo to this new Convo, so the history is in one place without the need to repeat comments already made? Having said that, many of the recent comments seem to drive home the dissatisfaction rather than make new points, apart perhaps from Ian’s https://conversation.which.co.uk/travel-leisure/the-lobby/#comment-1528574.

I think we are all waiting for a proper explanation and response to such points from those responsible at Which?.

As this is an issue that affects Which? members only, (I presume anyway) I think it should be within a more private forum that does allow Members to state their issues, and expect proper responses from Which?. I thought this would be a restricted access Convo – like “Help us shape….” . I have asked before, and don’t remember the answer. Sorry. Is “Help us shape the future of Which?” only accessible to Which? Ordinary Members, all members, or to anyone at all?

A curious thing happened today. I got an email from 123-Reg (the domain & hosting folks) informing me that, due to the closure of which.net on May 24, an email forwarding rule I had set up on one of my domains will cease to work and provided links to updating my forwarding rule with them.
A bit creepy but perhaps good customer awareness?
I wonder what (else) prompted this action from them?

Shunted into a backwater -well, well! Evidence, Patrick, evidence; you compound our disbelief. If this has been discussed by senior management they have presumably come to the conclusion that they are not going to talk to us. Your team discussions are (possibly) more on the line of the disruption to the site, the continued nature of the conversations and the effect it must be having on morale in the Conversation office. All of these things have my sympathy and understanding. You, plural, should not be placed in that situation. Those above you remain aloof and that’s one reason why I have stopped subscribing. If Ian can not move them, they don’t deserve our support or our money.

I agree with Vynor and I have also stopped subscribing.

So, you, too, have been given orders from above to squash all protests and marginalise this conversation. A very successful ploy and indicative of the contempt that is held for those of us who have dared to question the decision to shut down Which. net. This treatment of Which members is nothing short of shameful, and you know it. I can post such comments here because they will never be read by anyone “out there”. Well done all of you!

Ah, Patrick! I have no more to say. Please supply some good news soon and end this misery. The whole thing is so sour I visit the site and can’t engage with anything very much. I’ll sit quietly for the moment and wait for the rain to stop.

A step in the right direction Patrick. Malcom R’s post – 19th April is also very pertinent, but I am glad, at last, someone has come down from above to share their thoughts with us. I shall remain passive for the present and watch developments.

Is it me or am I getting strong shades of deja-vu…
Many moons ago (puts on rose-tinted spectacles) in a place where Which? were venerated, trusted and were not only aware of their members but conversed with them too in a place affectionately called Armadillo.
At some point there was a rising feeling things were not going right and The Powers That Be decided to hide the front door to Armadillo – this of course alienated Which? even more. And with a huff and a puff they knocked the Armadillo house down – and all was peaceful … because they were silenced!
So here we are again … Round 2 … clang clang!

@patrick, you must be fed up with being caught in the middle on this topic. It is a shame to see it causing cancelled subscriptions although, if this is the only reason, I see no purpose in that. There is much about Which? (very much) that is good, and changing anything has only any hope if people stay inside the tent (so to speak).

The big problem here, in my view, is simply Which? not addressing and responding to the issues Members have raised. It seems rather timorous not to admit they have handled this badly, apologise, even if they are unable to, or no intention to, reverse the decision. Which? will sometimes make mistakes and we’d respect it more for putting up its hand to them.

I shall not cancel in a hurry, but it is going to be hard to justify our subscription if the which.net address does go.

I feel that Which has taken its USP downmarket, a recipe for extinction.

As this thread does not appear in the index/”latest” list, I keep a perpetual tab open and note the total number of comments top right. As I refresh the page, if that increases I know to have a hunt. However, bizarrely, the count has gone down from 12 to 11. I think – but cannot be certain – that two posts have been erased, meaning there’s a new one (other than this one). Let me see…. Ah yes, Vynor’s post threaded in the middle.

Like the “Help us shape….” Convo this does not make it easy to keep track. I wonder why it is made more difficult than it need be? Would it be too cynical to think that Which? do not want everyone to see what goes on?

@patrick, thanks for that. I agree – it is better to have separate Convos on this topics. I’m sure, though, you detect a slight frustration that you are left to be the messenger when it would be so much better if those responsible simple answered questions raised and joined in the dialogue.

Hello, knock knock, is there anyone still here that cares about our impending email doom?
What is happening with the (empty?) promise of email forwarding?
Why would forwarding be necessary if the email service was not to be shut down with malice aforethought?
And what about the other 4990 users without a voice (or email come to that)?

Hello All, I’ve been following some of the comments regarding the closure of which.net and noticed that a few members have expressed some concerns about the process of migrating their contacts and emails to new email providers, especially in cases where members may not be familiar with setting up new email accounts, or who have other concerns about the process. Accordingly, I wanted to introduce myself as part of a team at Which? that is dedicated to providing direct, technical assistance to anyone who is unsure about what they need to do, or who require a bit of help in setting up a new account and migrating their contacts and emails across from which.net.

We have already helped many members take the necessary steps to upgrading to new email accounts from a range of providers over the last couple of weeks and it has gone very smoothly indeed. We can provide you with support over the telephone or even arrange a remote access session via your computer where we can guide you through the steps one by one.

I understand that it might perhaps seem daunting to consider changing, especially if you have had the same email address for a number of years, but the functionality and user-friendliness of many of the modern email providers makes it very easy to achieve a smooth transition. Please do call to book a session with any one of the team on 01992 825013, we’d be delighted to help.

Jay, when are you (and your bosses) going to finally understand the bits you are talking about, creating a new email facility and transferring contacts are the trivial easy bits to sort out.

The real problem is the past 20 years of digital ID where which.net is the sign-in name, contact response and account recovery address for companies that have no concept of being able to change these details … or if they do will take several months (years?) to check that they really have changed anything. And we’re not talking trivia either HMRC are in there too.

The fact that the email service is being dumped is bad enough but you want to burn all our bridges without a lengthy forwarding service too?

As for phone calls – why, in this “modern age” is that still the only connection you ever suggest. Not helpful for deaf people like me.

Still fuming at this whole debacle!

[Sorry, your comment has been edited to align with our community guidelines, please remember comments must not be rude or offensive. https://conversation.which.co.uk/commenting-guidelines/. Thanks, mods.]

Hi Neil, I’ve edited your comment because some parts could be seen to be offensive. I completely understand that this is a difficult subject, but please be careful of the language and phrases you use.

Please be assured, I have made the team aware of your original comment – in full. However, as we do have community guidelines in place we have edited it for Convo. Any questions please ask, but as this discussion is about which.net I ask all moderation questions are moved to The Lobby (if you have any).

Many thanks 🙂

Obviously the Truth hurts then.
Lets call it what it really soon will be – which.not

Hi JayWood,

Can you confirm that if I transfer my emails to my new Outlook.com address following your guide, will those emails remain in Outlook.com after the 24 May when you delete them from which.net. Or will they also be deleted from Outlook.com?

The reason I ask is that Outlook.com is “synced” to my which.net account, and being IMAP won’t that mean any deletions on which.net will result in similar deletions on Outlook.com. I hope not! But, would appreciate confirmation, from you, that this won’t happen.

Sorry if this has already been answered elsewhere.

Hi JayWood,
Can you confirm that if I transfer my emails to my new Outlook.com address following your guide, will those emails remain in Outlook.com after the 24 May when you delete them from which.net. Or will they also be deleted from Outlook.com?

The reason I ask is that Outlook.com is “synced” to my which.net account, and being IMAP won’t that mean any deletions on which.net will result in similar deletions on Outlook.com. I hope not! But, would appreciate confirmation, from you, that this won’t happen.

Sorry if this has already been answered elsewhere.

Hi Nissan,

First of all, my sincere apologies for the delay in replying to your question. I am pleased to confirm that any emails that have been migrated to your Outlook.com account will remain there after the 24th of May. I hope that puts your mind at rest, but if you do have any other questions do feel free to contact the support team directly on 01992 825013.

Users need to know what arrangements will be made by Which? for mail forwarding, as a matter of priority. I suggest a period of at least a year. Judging by the number of Christmas cards that went to my old address it can take time for people to register change.

One of the advantages of mobile phones over landlines is that we can if we wish keep our number when switching provider, which is handy when there is no phone book for mobile numbers.

Perhaps there is a case for moving to email addresses for life, such as John.Smith@xxxxxxx.xxx. Arguably the free email services already offer this, but most people would land up with something daft such as John.Smih1234@ I would not be keen to use one of the free services because of the number of cases of hacking that have been reported.

Edit: I see that @JayWood has posted while I was writing this. I don’t have a Which? email account but I hope that those who do could be told how long their emails will be forwarded to an alternative account.

john.smith1234@xxxxxx.xxx would not be so bad. As long as an email address is vaguely “me”, without innuendo etc, consistency would be the key.

This comment was removed at the request of the user

This comment was removed at the request of the user

Hi Duncan 🙂 In regards to my comment, this discussion is about which.net, therefore discussing moderation would be off-topic. I was saying that if Neil, or anyone else would like to discuss moderation further then The Lobby would be the best place for this. I don’t want any community members to feel that they cannot discuss moderation but there is a place for it. I often suggest this when moderating because discussing it further on a Convo would be off-topic.

This comment was removed at the request of the user

Ah, sorry Duncan – I was referring to your original question to me about moderation and The Lobby. Patrick’s comment was referring to all community members, about what is acceptable on Convo and he didn’t mean that you personally had said anything about Jay – or his comment – so huge apologies from us both if that was how it came across, definitely looks like a miscommunication on our end.

This comment was removed at the request of the user

@patrick, “I would love more staff to take part on Which? Convo“. So would we, and we’ve been asking for Which? people to become involved for years without success. You might forgive me for suggesting that, with 723 employees at the last count (Dec review) they’d find a few to answer all the questions and comments that are addressed to Which? But they must all be rushed off their feet because we don’t hear from them. 🙁

Even in this “private” topic, where frank exchanges could take place, we still get no responses. It doesn’t look good.

Just looking round this room, bit dusty and dingy in here, there seems to be a covered lump in the corner and an old filing cabinet … oh no there’s a label on one of the drawers saying “Beware of the Leopard”.
And under the cover there’s a skeleton wearing a cap, I think it says “Dilloer of the Year”.
What have I stumbled upon?

LOL – you and I were at that same do 🙂 When was it, 98?

I remember the do but don’t remember the date (must be getting old or summat) 🙂

Oh my. Dillo and Which.net are – in my mind – inseparable. They began at the same time – and the individuals here were honoured – at the same time – to meet with the instigators of which.net. We may have been a bit cliquey – but we were on topic – I think.

Sorry Patrick – I feel I am treading on even thinner eggshells now than when I was trying to keep the peace next door.

Indeed it cannot be stressed enough that which.net was the glue that brought a lot of folks together and provided some stability against the likes of Geocites, Yahooo, AOL and the mere twinkle of an invite-in-only Gmail.

This is amongst other things the reason which’s new diatribe “go away get a modern email” hurts so much. You’ve used the most ridiculous miserable excuse to foist serious pain on users of a perfectly functional email service.

May all your diodes hurt in both arms!!

This comment was removed at the request of the user

Duncan, you should understand which.net was the finest clockwerk mechanism you could find after steam was abandoned. Well before tracking was invented. It did no more than was essential for email functions – they haven’t even found a way to use it with IMAP it’s that old.
But with simplicity comes trust – no other public email service gives any degree of trust (or privacy for that matter).
So why do Which? want to chuck us out of our safe, long-standing enclave and into the lions den of trackers etc?

This comment was removed at the request of the user

ok.

Much as I would welcome the return of a ‘Dillo like forum, I would not be able to justify remaining with Which for ‘Dillo alone if the webmail addresses vanish.

And I also wonder if the attitudes that compelled its closure in the past would permit the restoration of anything like it in the future.

@patrick
We know you are in a difficult position, but are Ian’s questions of 16th April ever going to be answered?
https://conversation.which.co.uk/travel-leisure/the-lobby/#comment-1528574

Hi alfa, sorry if you’ve already seen my response on The Lobby, but just to re-iterate, the team are definitely aware of Ian’s questions and are going to be answering them.

I completely understand the frustration of having to wait for these to be answered, but I really appreciate everyone’s patience while we look into it.

Thanks 🙂

@patrick, why is there no link to here from the front page of the convos?

Becoz they are ashamed of us challenging those wonderful god-like beings in their ivory tower (complete with roof garden) that thought it was nice of them to let us play with their mail service … for a little while.
Woodn’t want to soil the other place with our unwanted presence. 🙁
Which.net forever!! (well another 12 months minimum would be acceptable – you can afford it and “We’re Worth It”)

Hurray I got a downvote – finally – been waiting my whole life for that 🙂

Meanwhile I see those wonderful Which? have finally offered a lifeline of sorts in their latest email…

“Autoforwarding service available
In addition, we wanted to let you know that we appreciate that, in many cases, the real inconvenience our users anticipate is changing your email address with contacts and websites. We have been looking into how we can help with that, and we will ensure that there is an autoforwarding service available for all users from the closure date of 24th May for a period of six months – which we hope will give you more time to let contacts and organisations know, and help with identifying any you might have missed.

This will be a service that you will be able to set up yourself in your account settings or with help from our helpline experts when you have your new email address – as long as you do this in advance of 24th May. We’ll contact you in the next few weeks with more detail and step-by-step instructions on how to go about this.

Best regards,
The Which? team”

Could have made it longer than 6 months so you’d be better than Tesco but I guess 6 months has to be better than nowt!

[Sorry, your comment has been edited to align with our community guidelines. Please remember offensive comments will be moderated. https://conversation.which.co.uk/commenting-guidelines/. Thanks, mods.]

Question: does the forwarding rely on continued Which subscriptions during the 6-month extension or will it just run to its closure then bam it’s gone?

Many folks are considering abandoning ship ASAP and this autoforward is not fully defined.

Thank you Patrick, finally a small positive amongst all this negativity.

Before I refreshed this Convo there were 50 posts, now i’ts 49. Has one disappeared or was I dreaming? (this one should be no. 50 now)

I noticed it too. I believe there was one that had a few pointed comments in that has likely been sent for a stewards enquiry at a more work-friendly hour.

This comment was removed at the request of the user

Neil’s post has been removed.

There is an awful lot of thumbing down going on here.

Casualties of the termination of the email service have every right to be upset, so to those who obviously don’t care, show them some respect and stop thumbing them down.

Hi alfa 🙂 Neil’s post is up now. It was just temporarily in for moderation.

… and for “moderation” read that as a complete reversal of meaning. 🙁

Hello everyone, I’m head of member services at Which?. The senior leadership team and I have been listening to what members and users of Which.net have been telling us about the closure, including reading the passionate comments you have been sharing here on Which? Conversation.

We appreciate from all the feedback that one of the main areas of concern is the inconvenience of updating email addresses with contacts, organisations and websites. We had been looking into providing a reliable automatic forwarding service – and I can now share that we will, therefore, be implementing auto forwarding for a period of six months following the closure on 24 May.

Over the last few weeks, we have been helping users set up email accounts in other services with our dedicated technical support team – and we’ll continue to do that. We’ have also communicated this directly with users, and will come back here to this thread on Which? Convo to share technical advice on how to set up the auto forwarding to your new email address.

I just want to personally reiterate that we will do all we can to help and I hope the six months of forwarding will provide some comfort to those of you who are affected. We greatly value all of our members, especially those of you who have been loyal to us for so long. We have moved as fast as possible to confirm six months of auto-forwarding, putting this decision for approval past our Council, and have now let all affected users know. Thank you

Hi Indie

You say “We’ have also communicated this directly with users, and will come back here to this thread on Which? Convo to share technical advice on how to set up the auto forwarding to your new email address.”

I have assumed, perhaps naively, that if we have managed successfully to set up auto-forwards in the present front end that there will be no further action required. A couple of friends have asked this and I calmed with that message.

Welcome Indie to this particular Convo.
I really wish staff would refrain from reiterating that tired old cliche “We greatly value all of our members, especially those of you who have been loyal to us for so long.” as it is blatantly obvious you don’t or this would never have happened.
If you can set up forwarding for six months why not go the whole hog and offer 12 months … or forever?

Hello Roger,

The help we are able to offer on Convo won’t necessarily be needed by everyone, but the aim is to help those who aren’t as confident with setting up the auto-forward.

If you already have an auto-forward set up then it should continue to work. It is important for users to remember that setting up the auto-forward doesn’t replace the need to transfer over any emails you may have saved in folders.

Indle, I, fortunately, am not affected by this, just an Ordinary Member. However, apart from those affected’s main area of concern being the loss of the service my concern, as a long-standing Which? supporter, is the way this has been handled and the precipitous decision that seems to have been made on a problem that was foreseeable 2 years ago. I would like to see Which? simply respond directly and honestly to such criticisms. At the moment it seems to be evading that and behaving like some of the poorer business it criticises. That would restore my faith in Which? being a consumers’ champion. 🙂

And it would tempt me to re-join.

Glad to hear that Vynor. 🙂

Indle, @patrick, half a dozen others seem to think it worth responding to my comment https://conversation.which.co.uk/discussion/which-net-discussion-area/#comment-1528898. Might it happen?

Thanks Indie. Just wanted to make sure my reassurances to friends weren’t setting traps for them 🙂

I have tried to set up forwarding.

For my primary address, it claims the details have been updated, and I am waiting for a couple of tests to go through the system.

For my secondary address, the logon screen tells me I haven’t got one, although we have been using it for years.

Gerard Phelan says:
20 April 2018

News from the camp of this (partially) migrated former Which.net devotee.
27 March – An unwelcome email from a stranger in “The Which? team”
03 April – Purchase of new personal domain and email/web hosting package from ‘Daily’
20 April – Email from Daily saying “In order to guarantee ongoing improvements to the tools, service and customer support you receive, we’ve made the decision to merge Daily with Tsohost”

I have left the cosy consumer friendly (? well it USED to be), Which? to join the world of ‘customers’ who are feted with extravagant descriptions of facilities, only to be passed off onto another company before the ink on the receipt is fully dry…

Unfair? YES! Had we as Which.net users received a similar email, but one ending “we’ve made the decision to merge Which.Net with ‘MegaHostUK” then we might have cheered at the thought of modern facilities, like IMAP and 99.999% up time and thanked Which? for taking steps to ensure our long happy future.

For me, this email demonstrates that “Change” is the only constant in today’s world. For me there is the promise of a seamless transition, requiring no customer action and no change in the cost, even though the ‘Tsohost’ infrastructure is dazzlingly new and shiny and is one of the “fastest growing hosting companies”.

Today I went to Which? “My Account” and told them with no hesitation that I no longer had an email at Which.net. I had put this change off, but …. well it is done now.

My condolences at your forced situation – apparently this now happens in the “real world” which is why the which.net was set up in the first place and why it is still needed today.
Which – please explain this terrible logic of dumping your dependent and trusting members/customers.
Please try not to include the terms “sad”, “loyal” or “inconvenience” as it all rings hollow.

Following on from my last post, I wanted to let you know that we’ve successfully helped many of our members set up new email accounts and migrate their emails and contacts over the past few weeks, as well as assisting in setting up the auto-forwarding service which has now been extended to a further six months from the 24th of May. Any members with a which.net account can continue to obtain 1 to 1 support via a number of different methods – by telephone, email, or by remote access to your computer or device. We also log each call to ensure that we fully resolve any issues and provide a follow up service if required. Do get in touch if you have a which.net account and require some assistance, on 01992 825013 or by email at which.netsupport@which.co.uk.

That is all very well but what is the cost of the manpower expended in this “help” versus the cost of upgrading and continuing the service?
Not even including costs to all the 5000 users in setting up alternate facilities, getting help and extreme frustration in doing so.
Still fuming!

Hi Jay – If my internet service provider did what Which? has done I would be complaining about it on Which? Conversation. In my experience year or more is needed to ensure that some personal and possibly business, have registered a change in contact details. For the past two years I have been receiving letters for the previous occupants of my home, including one today.

I can understand that Which? has decided to close down the service but with proper planning, users of which.net could have been given notice of a year or two. Please convey a request to extend the forwarding period to at least a year from the original closure date.