Orange Email will close on 31 May 2017. The video below explains how to get set up with a new email address and import your emails.
Below that is all the information you need to know about the closure.
What is Orange Email?
Customers on some legacy Orange Home Broadband and Orange mobile plans were given a free email address. However since then email services are now largely independent, and mostly offered by companies like Google, Yahoo and Microsoft. We haven’t given Orange Email addresses to new customers since 2012.
Why are we closing Orange Email?
Since Orange Email was first introduced, a wide variety of providers have launched offering free email services with more advanced functionality. As a result, the number of Orange Email users has been in decline.
We have therefore decided to close Orange Email on 31 May 2017, so you can move to a better email experience, and we can focus on providing our customers with the best possible products and services.
Which email addresses are affected?
The addresses affected by the closure are:
When will the service close?
The service will close on 31 May 2017. After this you will not be able to access your account, send or receive any emails from your Orange Email address, or access contacts and emails in any way.
Are you offering an alternative email service?
Many of our users already have an alternative email address with another email provider. However if you don’t, and need to create a new address, we recommend Google's Gmail. Gmail offers a whole host of benefits such as access across different devices, 15GB of free storage and a simple email address format, ending with @gmail.com.
Does this affect the mobile or broadband services I have with Orange or EE?
Other services you have with EE or any of its other brands like Orange or T-Mobile aren’t affected. If you're a Home Broadband customer, you'll still be able to use the same username and password to access your online account. However, you may need to update your contact email address for these services. See How to update your contact details.
What do I need to do?
If you’ve never used Orange Email, you don’t need to do anything. If you do use it, there are a few things you need to do:
- Make a backup of any important emails that you want to keep as you won’t be able to access them after 31 May 2017. If you're using Gmail, see our step-by-by-step instructions below on How to import your Orange emails into Gmail
- If you have EE mobile or Home Broadband services, you may need to update the contact email address we have for you. See the section above for instructions.
- You may have your Orange Email address listed as a username or contact address for other services, and will need to let these services know your new address. See below for our handy Checklist for updating your email address
- You may wish to set an auto reply from within the Orange Email service prior to closure, to let people know your new address. You can find out how to do this below in our instructions on How to set an away message using Orange Webmail
I need my Orange email address - what can I do?
Unfortunately it will not be possible to retain your Orange Email address after the service closes.
Many of our users already have an alternative email address with another email provider, however if you don’t, and need to create a new address, there are plenty of options including Gmail.
What if I do nothing?
If you do not save your emails before 31 May 2017, you won’t be able to access them anymore. They will be deleted from our servers. You will also no longer be able to send or receive emails from your Orange Email address.
The loss of my Orange Email address will affect my business. What should I do?
We’ve given you notice about the closure of the email service to give you as much time as possible to get a new email address and communicate that to your customers.
Our terms do let us withdraw the service.
If you have specific queries about how this affects your business please get in touch with us to discuss.
- How to import your Orange emails into Gmail
Before you start:
Gmail will only import emails that are in your inbox. If you have any emails in other Folders that you wish to import, you’ll need to move them into the Inbox for them to be included in the transfer. The import doesn’t work for emails in your Sent folder. In order to save these emails, you’ll need to forward them on to your new email address one by one.
- Login to Gmail
- Choose settings (top right hand corner)
- Select ‘Accounts and Import’
- Select ‘Import Mail and Contacts’
Follow these steps:
- What account do you want to import from: enter your Orange email address and click continue
- Enter the password for your account:
- POP username: enter the bit after the @ from your orange email address. For Orange.net or FSMail.net addresses you need to enter your full email address including the bit before the @
- POP server address: enter pop.orangehome.co.uk
- Make sure you tick the box ‘Import mail’ and any other of the options you choose
- Then click ‘Start import’
- Once it’s completed, check that your emails have been copied across successfully
If you see an error message, try entering the password you used when you first set up your Orange email account. If you don’t know this, try changing your password. (FSMail users will need to go to Settings once logged in to change their password).
- How to update your contact details
You can continue to use the same username and password to access My EE broadband. If you have set your Orange Email address as your preferred online login (used to reset your password), you’ll need to update it.
If you’ve set your Orange Email address as the contact address for communications from us about your account (e.g. bill notifications), you’ll need to update it.
EE mobile customers:
If you use your Orange Email address as your username for your EE mobile account, we recommend you update this to your new email address to avoid any future issues with password reset or account confirmation emails.
- How to set an away message using Orange Webmail
- Login to Orange Email
- Click on ‘My Settings’ in the top right corner
- You'll then either see a section called ‘Modify send email settings’ or 'Displaying messages'. Under this, click on ‘Set up an Away message'
- Click the button ‘Turn on my away message’
- Type your message in the box ‘My Away message’ (We suggest something like – This email address is no longer in use. Please contact me at (insert new email address)
- Click on ‘OK’ at the bottom right
Away message not being received?
• It can take up to 15 minutes for the away message to arrive with the recipient
• If it looks like the away message hasn’t arrived, ask the recipient to check their Junk/Spam folders
• Once you’ve set up your away message, each time you log back into Webmail, it will ask you if you want to turn off your away message. To keep it switched on, make sure you click the ‘Cancel’ option.
- Checklist for updating your email address
You can also download this checklist in order to print it out.
- EE Home Broadband
- My EE
- Airlines/Frequent Flyer services
- Alert subscriptions (eg weather, sport, news etc)
- App stores (Apple, iTunes, Google Play Store etc)
- Banks/Building Societies/Financial Investments/PayPal
- Car - Service/Retailer/Manufacturer/Warranty/Breakdown
- Charities that you support and currently receive newsletters
- Childcare Vouchers
- Children’s email accounts linked to parent’s email address
- Cinema / Theatre listings
- Cloud Storage & File Transmission (e.g. Dropbox, WeTransfer, Amazon Photos)
- Collaboration Tools (e.g. Slack, Lync, Skype)
- Electrical Warranty Provider
- Employment agencies/Recruitment Consultants
- Estate Agents
- Family Activity Providers (e.g. Drama School, Tennis, Swimming etc)
- Games Console accounts (Xbox, Playstation, Nintendo etc)
- Government Gateway (HMRC services, Tax Returns etc)
- Gym/Leisure memberships/organisations
- Holiday clubs / afterschool clubs
- Insurance Services (Home, Travel, Car, Medical etc.)
- Loyalty schemes (eg Nectar, Boots Advantage, Tesco Clubcard)
- Maintenance contracts (eg window cleaner, service charges)
- Medical Services (Doctors, Hospitals)
- Newspaper and Magazine accounts/subscriptions
- Online Comparison sites (Compare the Market, Uswitch, Confused.com)
- Online Discount Sites (Money Saving Expert, Quidco, TopCashback)
- Professional Societies/Subscriptions
- Retailers (Grocery, Amazon, Clothing, Household)
- Social Networks (Facebook/Twitter/Linked In)
- Software Subscriptions (Office 365)
- Streaming Services (Netflix, Amazon Prime, Now TV etc)
- Telecoms Providers (Home Phone, Mobile Phone, Broadband)
- Travel Services (Train line, Holiday Companies, Trip Advisor, Expedia etc.)
- Utility companies (Gas, Electric)
- Vets/Microchip registrations
- How to export your contacts from Orange Email
- FSMail customers locked out of their accounts
Some FSMail customers have reported being locked out of their email accounts when they’ve forwarded lots of emails to their new email address.
When moving emails to your new account, it’s really important to use the import feature - see the How to import your Orange emails into Gmail section above. This is the best way to transfer your emails and won’t result in your account being locked.
If you’ve been locked out of your account, please email email@example.com with the following information:
Email Title: FSmail unlock request
- Your name
- Your locked email address
- An alternative email address for us to contact you
It may take up to 24 hours to unlock your account.
This email address can only provide support for locked accounts. If you need help with anything else, there are experts ready to help in the EE Community.