topic Re: Greenby Migration query in Email

Greenby Migration query

nclark777 — Thu, 01 May 2025 10:04:37 GMT

Anyone know when this might happen (former Globalnet customer). Everything is working normally on my laptop but my smartphone email account has been a bit erratic this last couple of days.

On my smartphone when Inbox popped up a Connection Issue box popped up asking me to put in my username and password. I have never changed them before so left as is. So no incoming server settings working however the out going server no problem......then about half an hour ago everything started working again?

When I looked at Plusnet forums etc i notice that we are being migrated to Greenby. I don't recollect getting any email about this and found the announcement by chance. I am a PN broadband user so reading the Announcement blurb i assume i dont have to do anything with regards the migration. When i look at the Register with Greenby link, their page says all my emails have been migrated so i can log in and start exploring. However, the box where you log in states We will send you an email when everything has been switched over..

I would like to know Do we know roughly when this migration might happen.....only i will just leave everything until its happened.

I'm still able to access my webmail online so not a major inconvenience. I'm just wondering if my current smartphone glitches are linked to the migration happening now?

Cheers Neil

Re: Greenby Migration query

Townman — Thu, 01 May 2025 10:22:02 GMT

As per the guidance, when a brand is ready for migration, those users will be advised that migration is happening.

Prior to being ready some changes will be required which should be transparent.

Globalnet had been made ready this week - please recheck your devices.

Re: Greenby Migration query

nclark777 — Thu, 01 May 2025 11:40:49 GMT

Hi Townman

Thanks for your response, much appreciated.

I can confirm that at this moment in time all my devices are functioning as they should.

However, I have received no email from Greenby to say that migration is about to, or has actually, taken place. Nor have i ever received any email from Plusnet about the migration. I did happen to see on the PN website that it was moving over to Greenby and it mentioned that users should get a 60 and 30 days warning via email. Thats never happened for me.

I checked the main account where they send me an email every time my Bill is ready to view or any changes to my Broadband contract etc and there is no email about migration on there either. Not sure if they are sending emails out why i'm not receiving them.

I just tried to log onto the Greenby site, the response to me putting in my normal username and password i use with Plusnet and it came back with Account details not recognised please try again.

happy to leave as is at the moment and assume that at some point a Greenby email will arrive!!

Regards

neil

Re: Greenby Migration query

Townman — Thu, 01 May 2025 11:48:06 GMT

Hi Neil,

Your summary is sound; there has been no communication to you as yet, because your email brand is not yet scheduled to actually migrate migrate to Greenby.

There are pre-migration activities required, which should be invisible ... there has however been some issues which have now been mitigated.

Re: Greenby Migration query

nclark777 — Thu, 01 May 2025 11:56:09 GMT

Thanks again.

Shall miss contacting you guys in the future when it all happens!!!

Will wait patiently.

Thanks again

Re: Greenby Migration query

Townman — Thu, 01 May 2025 12:16:27 GMT

Thank you, though we (the SUs) will be joining you.

At the moment, there is no information about if Greenby will have a forum similar to this ... and if they do will there be a role for the SUs over there. The value we can add here is a reflection of the positive relationship we have with the business and the ability to challenge matters when required. Between the SUs there's probably over 150 years collective experience in running IT services.

Re: Greenby Migration query

nclark777 — Thu, 01 May 2025 13:07:01 GMT

Goodoh! Great to hear!

Cheers

Neil

Re: Greenby Migration query

Hazel74 — Mon, 12 May 2025 10:33:42 GMT

This is a Greenby Migration query but slightly different. I've had an email saying that there will be a charge of £15 a year after 30 days...however in the FAQs it says the service will be free for 2 years?

Also, is it a £15 charge per email address? I have an email address, however attached to this as email addresses for my 2 daughters (they have seperate mailboxes). Would this be a total of £45 for the year then, or just the £15?

Re: Greenby Migration query

Townman — Mon, 12 May 2025 10:40:17 GMT

The service will be free for two years if it is attached to a current broadband account.

You do not mention which email brand.

As best as we understand matters, the charge is for the mail domain (as in @account.freenetname.co.uk) not per mailbox).

Re: Greenby Migration query

MisterW — Mon, 12 May 2025 10:42:01 GMT

@Hazel74

however in the FAQs it says the service will be free for 2 years?

Its free for two years if the email account is part of a current broadband account, otherwise its £15/yr.

lso, is it a £15 charge per email address? I have an email address, however attached to this as email addresses for my 2 daughters (they have seperate mailboxes).

Its a charge for the email account, if it has multiple mailboxes or aliases then those are included in the single charge

edit: @Townman types faster...

Re: Greenby Migration query

Hazel74 — Mon, 12 May 2025 11:11:03 GMT

Thank you, I am not sure what you mean by Brand. I have Plusnet email.

Re: Greenby Migration query

Hazel74 — Mon, 12 May 2025 11:12:02 GMT

Thank you, yes I am an email customer only - Plusnet couldn't do Fibre in my area.

Re: Greenby Migration query

MisterW — Mon, 12 May 2025 11:23:16 GMT

Thank you, yes I am an email customer only

@Hazel74 in that case , the £15/yr charge will apply on migration to Greenby.

Re: Greenby Migration query

nclark777 — Sun, 18 May 2025 05:40:19 GMT

Hi Again

No emails since yesterday afternoon, The worrying thing is I have no emails coming in on my normal webmail. I am assuming something is currently happening with regards migration to Greenby?

I am a Globalnet customer, not sure if this makes a difference.

As mentioned previously I have never received any emails from Plusnet or Greenby telling me that migration was going to happen!!

Having looked at the FAQ for Plusnet and Greenby with regards the migration. It tells me that i will receive an email informing me when migration is complete and then i will be able to register with them.

On Greenby site i have tried to log in with my PlusNet username and password but it doesn't accept them (i assume because not yet migrated?) .

Should i try and register an account with them?

Happy to leave everything well alone and hope that it will all sort automatically? But i also get the feeling that i am being left out of the loop.

I did notice a couple of weeks ago that my webmail said welcome to Roundcube then a matter of hours later it went back to welcome to Plusnet so assume its all part of the migration process..

I'm off abroad today for a week so its all abit of a worry!

Any help greatly appreciated.

REgards

Neil

Re: Greenby Migration query

Townman — Sun, 18 May 2025 05:47:42 GMT

Either your mailbox is full or the delayed delivery issue has arisen again.

Your mail service will not migrate until after you have received an email and when it has, you’ll receive another email from Greenby.

Re: Greenby Migration query

nclark777 — Sun, 18 May 2025 06:04:16 GMT

Hi Townman

Thanks for this. I just sent myself a test email and it has come through OK.

Nothing ahs come in before that.

Is it possible to check if my mail box is full and if it is can it be de-archived? i dont think it can be that Im normally OK at keeping it sorted out?

If its OK then i will just let things catch up.

Neil

Re: Greenby Migration query

rahewitt — Mon, 19 May 2025 16:03:58 GMT

Can I just say that communication on this important change has been rubbish. The rumoured date of change is July, but I've had no email. When is this likely to happen?

I rely on this service for multiple email alaises and redirects. I also have my own domain hosted with PlusNet which redirects to my PlusNet email.

Really shoddy way to treat long-term customers.

Re: Greenby Migration query

MisterW — Mon, 19 May 2025 16:20:11 GMT

@rahewitt The rumoured date of change is July, but I've had no email. When is this likely to happen?

The migration of email is being done on a phased basis. The smaller legacy brands e.g Free-online will be firts and the main Plusnet brands will be later. Yes, the intial phase is projected for July but ONLY the initial phase. When your brand is scheduled for migration you will receive an email giving plenty of notice.

I rely on this service for multiple email alaises and redirects. I also have my own domain hosted with PlusNet which redirects to my PlusNet email.

Its understood that the migrated service will provide at least the same functionality for mailboxes , aliases, redirects and hosted domains

Re: Greenby Migration query

Townman — Mon, 19 May 2025 16:20:26 GMT

What makes you say that?

The FAQ states that WHEN a user becomes a candidate for migration, they will receive appropriate communications. This is a massive programme and it is not appropriate to send comms out to everyone all at once. The brands are being migrated in turn and within that in cohort groups.

Until the comms are sent everything continues ... more or less the same. You are far from being alone on depending on the email service, a matter which is recognised, in that this ISP (unlike most) has not simply just turned off email for their user base. For a near at hand example, JLP just bailed out of this market place and ditched all of their user's email addresses.

Re: Greenby Migration query

caitep — Fri, 23 May 2025 08:27:00 GMT

Clearly everything does NOT continue "more or less the same". Loads of us are having our emails completely wiped out by whatever the "premigration" activity is. If something is happening that is liable to cut off your email service for what is reported on another thread by as much as a week, that is 100% something that there ought to be communication over, not just left to find out once you're screwed.