topic Re: Email migration to Greenby - not happened in My Account/Billing

Email migration to Greenby - not happened

kayeb — Thu, 07 May 2026 16:10:06 GMT

I’m a Broadband customer with a home phone & I’ve held off deciding whether to drop the landline or keep it & go to EE. I’ve been waiting for my emails to migrate to Greenby, but I’ve not had any emails from them yet. My emails are still working fine with Plusnet. I really don’t want to change my email address or lose the landline at the moment. I thought if I wait till my emails migrate, I can then decide whether to go to EE & keep the landline, or stay with Plusnet & drop the landline. We’re going through a stressful time with house subsidence & I want to be as contactable as possible & keep records of emails for an audit trail in my dealing with insurance company & tradesmen. I phoned Plusnet customer services today to see what is happening with the migration, the CSA said all email accounts have now been migrated, in fact he phoned Greenby & they confirmed my account was with them & all migrated, first I’d heard of it! He sent me the link to login into my Greenby account to get it all set up, but when I did this, it didn’t recognise my email & password. I did try both the full email, & just the domain name, but neither worked, t didn’t recognise my details. I was definitely inputting my password correctly as it’s the same one I’d used for my Plusnet account this morning. Greenby’s AI CSA was no help. I’m stuck where to go from here.

Re: Email migration to Greenby - not happened

MisterW — Thu, 07 May 2026 16:40:49 GMT

@kayeb

the CSA said all email accounts have now been migrated

I'm sorry but that is incorrect, all accounts have NOT migrated yet!

e sent me the link to login into my Greenby account to get it all set up, but when I did this, it didn’t recognise my email & password. I did try both the full email, & just the domain name, but neither worked, t didn’t recognise my details.

The Greenby portal ( www.greenby.com ) requires the same username & password as you use for the plusnet member centre ( www.plus.net/login ) and NOT your email address. If it doesnt recongnise those details then you haven't been migrated!

Re: Email migration to Greenby - not happened

kayeb — Thu, 07 May 2026 18:50:33 GMT

Thank you for the reply Mister W & for clarifying. I think Akash has a training need! Goodness knows who he was phoning at Greenby. I will patiently wait for my migration. I did also ask him how long I’ve got to make my mind up about whether to stay with Plusnet with no landline, or go to EE to keep it. He said the landlines would be switched off by the end of January so they want everything sorted by the end of this year. He said I must make a decision within a month. I’m sure there will be plenty of old fogeys like me, I’ve been with Plus net for about 25 years, always been very happy with them up until now .