An issue has been identified with mailbox forward whereby mailboxes hosted on Westnet's current, (older) mail platform will be unable to forward mail to a mailbox hosted on the new Webmail platform. This is due to the internal delivery mechanism used by the older email platform.
Generally this will not be a problem for our customers as in most cases mailbox forwards send messages to mailboxes under the same account, (or to another domain). As Webmail migrations will occur at an account level, both the source and destination mailboxes will be moved to Webmail at the same time, avoiding the issue.
There are some instances however where mailboxes will forward messages to other mailboxes under different accounts (and possibly different Westnet hosted domains). This would result in a high probability of destination mailboxes being moved to the Webmail platform before source mailboxes, resulting in messages not reaching their destination.
In order to work around this issue, automatic forwards on accounts which are pointing to an address that is not on the same platform will need to be disabled.
To do this through MyEmail:
- Log into the Webmail with the address that has the forward applied. https://webmail.westnet.com.au/login/default.aspx
- Click on the Options link in the menu on the left hand side of the window.
- Click on General
- Remove the email address in the forward field.
Once this is done the issue will be resolved. Email can be forwarded manually from the Inbox to any email address without error, and it is only auto-forwards that are effected. If issues continue, please contact the Support team on 1300 786 068 or email Support@westnet.com.au
Note: Email forwards set up in mail clients such as MS Outlook or Mozilla Thunderbird will function as normal.
