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Important information about which.net

Which.net - Which?’s email service - will be closing down on 24th May 2018.

This closure will mean that all emails and folders will not be directly accessible by which.net users after that day. If you hold an account with which.net (either a primary or a secondary account), you will need to choose a new email provider and set up a new email address (if you don’t already have one), transfer your emails and contacts across to that new email address and let friends, family and organisations know about the change in advance of that day. After that, you will no longer be able to send or receive emails, or access the system to transfer them.

The closure of which.net will also mean the closure of any websites hosted there. If you have a website hosted by which.net and want to continue to keep it, you will need to set up a new website with a different provider, and copy everything across.

What’s on this page?

- Frequently asked questions
- Video tutorials on how to set up a new email address
- Downloadable instructions on how to transfer your emails

FAQs

Email set up

Email transfer

Website hosting

After 24th May 2018

Problems

Contacting us

Video tutorials

Set up a new email account

It’s easy to set up a new email account and transfer across your contacts. Here we use Gmail and Outlook as examples. See our video tutorials below.

Alternatively, click here to download instructions to transfer your contacts to your new email account.

Downloadable instructions

Transfer your emails across

Before you transfer your emails to your new account, it’s a good idea to back them up. Download our PDF instructions here.

How you transfer your old emails will depend on how you access your which.net email account. In some cases, you’ll be better off setting up a new Outlook.com address, in others, it’s easiest to set up a Gmail address.

If you access Which.net via a web browser (e.g. Firefox, Google Chrome, Internet Explorer or Safari), you can migrate your emails to a new Outlook.com account. Click here to download instructions.

If you use the Thunderbird program, you can choose to migrate your old emails to either a new Gmail account or a new Outlook.com account. Click here to download instructions.

If you access your Which.net emails via the Outlook program (part of Microsoft Office), then you can migrate your emails to either a Gmail or an Outlook.com account. Click here to download instructions.

If you’re a Mac user accessing Which.net via the Apple Mail app, you can migrate your old emails to either a new Gmail account or a new Outlook.com account. Click here to download instructions.

If you use the Windows Live Mail program with your Which.net account, you can migrate your old emails to a new Gmail account. Click here to download instructions.

If you want to transfer your contacts over to your new email account, click here to download instructions.

FAQs

What does this mean for me?/What do I need to do?

There are some steps you’ll need to take in advance of the service shutting down – if you want to continue to send/receive emails and/or access your current emails.

  1. Choose an email provider to set up a new email address with. Gmail or Outlook.com are two of the most popular, free email providers, with lots of storage and effective anti-spam tools, but there are many email service providers to choose from.
  2. Set up your new email address – it’s usually simple to do. See the video tutorials above.
  3. For emails you really need to keep, it’s worth backing them up. You can then transfer your emails and contacts across to your new email account. For how to do this, see the pdfs above.
  4. Let people know about the change – obviously this will include family and friends, but don’t forget also to contact utility and other essential service providers (e.g. telephone providers and breakdown services), government services (such as HMRC or the DVLA), financial and insurance services (e.g. banks) and any stores or charities you communicate with. You’ll also need to update any accounts you hold online, such as Amazon, Netflix or iTunes, if you used your which.net email account to register with them. And ensure that, if you’ve used your which.net email account as a ‘rescue’ email for other accounts, you update these.
I haven’t used the service in ages – do I need to do anything?

If you haven’t used the service in a while and don’t want to keep any of your emails or folders that sit within which.net, you don’t need to do anything. After 24th May 2018, all this data will be deleted in line with our internal data retention and deletion policies.

I don’t want any of the emails in my folders on which.net – do I need to do anything?

If you don’t want to keep any of your emails or folders that sit within which.net, you don’t need to do anything. After 24th May 2018, all this data will be deleted in line with our internal data retention and deletion policies.

What happens if I’m using which.net for my business?

Which.net and its associated websites are set up for personal use only. Unfortunately, you’ll still need to set up a new email address and website and transfer the information across.

Email set up

Who can I use for a new email address?

There are a number of email providers. Gmail or Outlook.com are two of the most popular, free email providers, with lots of storage and effective anti-spam tools.

Will how I use which.net affect what new email provider I should select?

If you’re choosing between Gmail and Outlook.com, how you currently use which.net will affect your choice. If you use which.net with a browser, you’ll find it easier to set up a new email address in Outlook.com; if you’re using which.net through a dedicated email program, except Windows Live Mail, either of these webmail services will work for you. For more information on each of these options, please refer to the downloadable pdfs of instructions above.

If you want to set up a new email address with a different provider, you’ll need to check whether that will work for how you use which.net.

How do I know in what form I use which.net?

How you transfer your old emails will depend on how you access your Which.net email account. This is likely to be one of five ways. The first will be that you’re using a browser - such as Internet Explorer, Google Chrome, Firefox or Safari - to check and send your Which.net email. If you’re not using your browser, you’ll be using a dedicated email program, with the most common being Mozilla Thunderbird, Microsoft Office Outlook, Apple Mail or Windows Live Mail.

If you’re not sure which program you use, hover your cursor over your email icon in the taskbar and you should see the name of the program. If you have an iMac or MacBook, click on the stamp Mail icon in the dock to check your email, then go to the Apple Mail page.

Email transfer

How long will it take me to make the necessary changes?

This will depend on how many emails and individual folders you have in your which.net account, whether you want to transfer them all over to your new account and your broadband speed. If you’re just transferring a few, this shouldn’t take long, but if there are hundreds or thousands and you have created local folders, you might need to set aside a few hours to transfer them.

What help can you offer me in order to make this change as easy as possible?

We will be communicating with you right through to the closure date with information that should help you transfer your emails and contacts as simply as possible. This will include notes on the steps you’ll need to take, suggestions of who you’ll need to contact and video tutorials on setting up a new email address with popular providers. Look out for these communications.

In the meantime, if you experience any day-to-day issues with your which.net email account, please contact our IT support line in the normal way: techsupport@which.net or by phone 01992 822863. Technical support is available Monday - Friday 9am-5pm and Sat 9am-12:30pm (excluding bank holidays).

How do I go about transferring all my emails to a new provider?

We have created some downloadable pdfs showing the different steps you’ll need to take. You can find them here.

Can I export my address book/contacts into my new email account?

Yes. We have created some videos and downloadable pdfs of instructions showing the different steps you’ll need to take to do this.

My which.net email address is my username for many websites or services (hotels, social media, utilities, iTunes, etc). What should I do?

Many websites allow you to update your username and contact email address in your online profile. If you are having difficulties changing these, please contact the specific website you are trying to update. If you are a Which? member, you’ll need to log in to the My Account page on which.co.uk to change your email address, or call us on 01992 822800.

My which.net email address is my ‘rescue’ or notification email address for another email address. What should I do?

Many websites allow you to update your rescue/notification email address if you need to in your online profile or account. If you are having difficulties changing these, please contact the specific website you are trying to update.

Website hosting

I have a website that is hosted on which.net – is this affected?

The closure of which.net will also mean the closure of your website. If you want to continue to keep it, you will need to set up a new website with a different provider, and copy everything across.

Are you really shutting the service down on 24th May 2018, or will I still be able to receive emails?

After 24th May, you will no longer be able to receive or send emails from your which.net account, and you will no longer be able to access it. Please ensure that you have transferred any emails you want to keep to a new email address and have let any relevant contacts know your new address in advance of this date.

If I set up an auto-forward on my which.net account, will this still continue to work?

We are looking into this, but it will be for a limited period of time. Please ensure that you have transferred any emails you want to keep to a new email address and have let any relevant contacts know your new address in advance of 24th May 2018.

If I set up an auto-response on my which.net account, will this still continue to work?

No. After 24th May, any auto-response you have set up on your which.net account will cease to work. You will need to set up a new auto-response with your new email provider. Please ensure that you have let any relevant contacts or services know your new address in advance of this date.

If someone tries to email me on my which.net account after 24th May, will they get a message telling them that it’s closed?

Unfortunately, there is no guarantee that all emails will receive a bounceback (it depends on the sender’s system as well as which.net), so we would recommend ensuring you have contacted anyone with whom you want to keep in touch to let them know your new email address in advance of 24th May.

What will you do with all my data/emails when the service has closed down?

When the service has been closed, all the data will be deleted in line with our internal data retention and deletion policies. Please ensure that you have transferred any emails you want to keep to a new email address and have let any relevant contacts know your new address in advance of 24th May 2018.

After 24th May 2018

When I go into my which.net account to transfer my files, it looks like I haven’t been receiving any new emails recently. This is unusual. Why is that?

Each mailbox in which.net has a limited size. You would have received service emails warning you that your inbox was approaching its capacity; if your inbox then exceeded that size, new emails would not have been received. The benefit of moving your account to a webmail account, such as Gmail or Outlook.com, is that they have much larger storage for your emails than which.net does.

I received your email about the closure of which.net, but it looks like I haven’t received any other emails for some time. Why is that?

Each mailbox in which.net has a limited size. You would have received service emails warning you that your inbox was approaching its capacity; if your inbox then exceeded that size, new emails would not have been received. In order to ensure that you received our email informing you of the closure of which.net, we temporarily increased the size of the mailboxes for users who had hit this quota.

I can’t make the video in my email play. Where can I find it online to try again?

Sometimes embedding a video within an email can cause issues. Please try playing the video here

Contacting us

I’m a Which? member. Who can I speak to/contact about my membership now I know about this change?

Please call our Member Services Centre on 01992 822 800 (Monday to Friday 8.30am to 6pm, or Saturday 9am to 1pm). It helps our team if you have your membership number to hand when you call.

I have transferred all the emails I want, but I still keep receiving emails from you. I can’t seem to unsubscribe from them. What do I do?

As a service provider, it is incumbent upon us to ensure that you receive notice that we are shutting down our service and give you the information and time you need to make any changes you need to. As such, these emails about which.net are purely emails about this service, and are designed to be useful to you during this closure period. Once the service is closed, you will no longer receive emails from us.

However, if you have completed the transfer of your emails and would prefer not to receive any more emails from us about the closure of which.net, please contact us on 01992 822800 with your email address (and membership number if you’re a member) and we will remove your name from our list. If you are a Which? member and receive other emails from us, this will not affect you continuing to receive those provided that we have another (non which.net) email address on your account.