topic Re: change to ee and emails in My Account/Billing

change to ee and emails

rehtnap2023 — Tue, 05 May 2026 12:22:07 GMT

im looking to change to ee to keep my landline.. if i change will i still be able to get plusnet emails or will they stop the day i change..

Re: change to ee and emails

MisterW — Tue, 05 May 2026 12:30:53 GMT

@rehtnap2023 if your Plusnet email has migrated to Greenby then you will still have access to it after you transfer to EE.

If it hasnt migrated yet, then you will lose access once the tranfer to EE completes.

Re: change to ee and emails

Baldrick1 — Tue, 05 May 2026 12:48:37 GMT

Moderator's note:
Thread moved from Broadband to My Account/Billing

Re: change to ee and emails

davidheaf — Tue, 26 May 2026 12:05:08 GMT

I have had full fibre installed this morning. EE is the service provider. The router is showing the internet is connected. Now my plus.com email address does not work. Here is the error message

[ERROR] - An error occurred. Account: "mail.plus.net", Protocol: "SMTP", Task: SMTP send all messages, Server: "relay.plus.net", Port: 587, TLS: No (1.0), Error message: "The SMTP server rejected all recipients. SendMail (failed). C: RCPT TO:<[Removed]@[Removed].plus.com>; R: 550 <[Removed]@[Removed].plus.com> recipient rejected - relay denied" For more details look in "Log" tab - error messages are marked in red color.

David Heaf

Moderator's note by Mike (Mav): Personal information removed from a public forum.

Re: change to ee and emails

MisterW — Tue, 26 May 2026 11:27:38 GMT

@davidheaf

has your email already migrated to Greenby ?

if so , then try changing your outgoing (smtp) server setting in your email client to relay.force9.net

Re: change to ee and emails

davidheaf — Tue, 26 May 2026 11:54:26 GMT

Thanks. I tried changing relay.plus.net to relay.force9.net but no luck. I can receive emails. Plusnet sent the following this afternoon:

We're sorry to hear you're leaving us

Here's what you need to know

Hello David,

Account username: dheaf

Phone number affected: 3181

We're sorry to hear you're leaving us.

Another service provider has told us that you want to move your broadband and phone away from Plusnet.

Your broadband and phone service is scheduled to transfer automatically on 26^th May 2026 and will result in the cancellation of your Plusnet account. This means that on this date, your services will be taken over by your new provider and you won't need to contact us to cancel your service with us.

If something isn't right and you would like to speak to someone about your account, please call us for free on 0800 073 3057 from a landline or mobile.

Before you leave Plusnet

Before your broadband and phone services move there are some things you need to know.

Your broadband and phone services

Moving your broadband and phone services means our support team will no longer be able to help if something goes wrong with your connection.

You will also lose the following services if you have them enabled as part of your broadband and phone package:

Your Static IP
Any Plusnet domains you have
Plusnet Protect
Any Call Plans you have
Any Call Features you have set up
Your Plusnet Webmail account

Information about other Services

Because you're cancelling your Plusnet account, the following services and features will be affected:

Line Rental Saver - If you have our Line Rental Saver, please be reminded that this is non-refundable.

When you leave Plusnet

You'll receive a cancellation bill with the charges you need to pay.

Your cancellation bill

Your cancellation bill will include:

The charge to cancel your services, if applicable
A final charge to cover your services for the period between your previous bill and the transfer date, if applicable
Any applicable charges for broadband and phone usage in the period between your previous bill and the transfer date

We'll use the details stored on your account to take the payment. If you pay by Direct Debit please don't worry about cancelling it, we'll take care of it once all your charges have been paid.

Any questions?

We've got a team of Plusnet advisors to answer any questions you have about leaving. Call us for free on 0800 073 3057 between 8am-8pm Monday-Friday or 9am-7pm on Saturdays and 9am-6pm on Sundays.

We'd like to thank you for using Plusnet and we're really sorry to lose you.

Best wishes,

Mark Carberry
Customer Operations Director
www.plus.net

Re: change to ee and emails

MisterW — Tue, 26 May 2026 11:58:21 GMT

@davidheaf

has your email already migrated to Greenby ?

Re: change to ee and emails

davidheaf — Tue, 26 May 2026 12:46:23 GMT

I think my email has been migrated to Greenby. I got this message from them in December :

"We’re excited to welcome you to Greenby, the new home for your Plusnet email! The migration of your email has been successfully completed, and all of your existing messages, contacts, and settings are safely in place. With Greenby, you can continue to use your Plusnet email address with the same login details."

I can also access Greenby webmail.

It was all going OK until Openreach came this morning and installed fibre and connected an EE router. The old BT number phone works on that router if plugged directly in to it but not if I try to use the adapter they supply with the router. The adapter is supplied so that the base station of the DECT cordless phone can be some distance from the router.

Sending email continues to be the main issue now.

Re: change to ee and emails

MisterW — Tue, 26 May 2026 12:59:09 GMT

I can also access Greenby webmail.

That doesnt mean anything, all accounts can use Greenby webmail.

That does sounds like you've been migrated but the acid test is can you login to the Greenby portal (www.greenby.com) with your Plusnet username & password ?

It was all going OK until Openreach came this morning and installed fibre and connected an EE router.

Is your email client set to use authentication on the outgoing server ? use the same credentials as for incoming

Re: change to ee and emails

pvmb — Tue, 26 May 2026 13:14:00 GMT

@davidheaf wrote:

I think my email has been migrated to Greenby. I got this message from them in December :

"We’re excited to welcome you to Greenby, the new home for your Plusnet email! The migration of your email has been successfully completed, and all of your existing messages, contacts, and settings are safely in place. With Greenby, you can continue to use your Plusnet email address with the same login details."

I can also access Greenby webmail.

It was all going OK until Openreach came this morning and installed fibre and connected an EE router. The old BT number phone works on that router if plugged directly in to it but not if I try to use the adapter they supply with the router. The adapter is supplied so that the base station of the DECT cordless phone can be some distance from the router.

Sending email continues to be the main issue now.

But have you logged in to the Greenby portal at Greenby.com with your Plusnet username and password? I believe you may need to do this at least once in order to properly 'set up' your Greenby account.

May be a silly question, however: Have you plugged the supplied ATA into one of the Ethernet ports on your router, not the Phone socket as with the old BT phone?

Re: change to ee and emails

davidheaf — Tue, 26 May 2026 13:23:17 GMT

No it never has been set to use authentication since I started my PlusNet account in 2009. So I tried setting it to use authentication and it WORKED!!

A warm thanks, MisterW

Re: change to ee and emails

MisterW — Tue, 26 May 2026 14:27:23 GMT

@davidheaf

No it never has been set to use authentication

You didnt need to (although you could) when you had Plusnet broadband because the server recognised if you were connecting from a 'Plusnet' IP address. Now you are connecting from a non-plusnet IP you must use authentication.

Re: change to ee and emails

davidheaf — Thu, 28 May 2026 06:36:19 GMT

Well it has wrorked OK for a day, but today Thur 28 May I cannot send emails despite SMTP set to 'needs authorisation' and the same password and username as yesterday. The nightmare resumes. My account is migrated to Greenby. My broadband is from EE.

Re: change to ee and emails

MisterW — Thu, 28 May 2026 06:44:27 GMT

What error is reported when trying to send ?

Re: change to ee and emails

davidheaf — Thu, 28 May 2026 08:15:33 GMT

I posted a reply to this but it does not show in the forum thread. Maybe I am no longer able to post to this forum?

Re: change to ee and emails

davidheaf — Thu, 28 May 2026 08:17:33 GMT

Maybe my reply was too long. It included the Log Tab data. Here is the error message without the log tab data:

[ERROR] - An error occurred. Account: "mail.plus.net", Protocol: "SMTP", Task: SMTP send all messages, Server: "relay.plus.net", Port: 587, TLS: No (1.0), Error message: "Authentication failed. You may have entered incorrect username and password. Open Account Properties and make a correction. Login (failed). C: {PasswordOrCredentials}; R: 535 ...authentication rejected" For more details look in "Log" tab - error messages are marked in red color.

Re: change to ee and emails

davidheaf — Thu, 28 May 2026 08:46:40 GMT

Error message when trying to send:

Re: change to ee and emails

MisterW — Thu, 28 May 2026 09:50:37 GMT

@davidheaf your client is still configured for relay.plus.net!

As I said earlier , if your email has already migrated to Greenby

then change your outgoing (smtp) server setting in your email client to relay.force9.net

Re: change to ee and emails

davidheaf — Thu, 28 May 2026 10:00:29 GMT

That change plus some port and username changes advised by my email provider greenby.com seems to have cured the 'send' problem . . . at least fornow!

Many thanks!

David

Re: change to ee and emails

MisterW — Thu, 28 May 2026 10:05:10 GMT

plus some port changes ?

@davidheaf what change of port was suggested ?