topic Re: Not received Greenby information following email migration in Email

Not received Greenby information following email migration

balvack2 — Tue, 18 Nov 2025 12:48:14 GMT

We were told on 16th October that our Plusnet email would be migrated yesterday, 17th November. Our email seems to be working, but we have not yet received the expected email from Greenby confirming what we need to do next. When / how can we expect to receive that?

Re: Not received Greenby information following email migration

Annie — Tue, 18 Nov 2025 13:49:19 GMT

I'm in the same boat. Plusnet email.

Re: Not received Greenby information following email migration

plusnettony — Tue, 18 Nov 2025 14:02:59 GMT

Just to check, the email about moving was "from" a certain date.

Both of the posters here (if your data is right on the forums) have Plusnet accounts. We've not moved these yet. If you have other email addresses (Force9/Free-online), feel free to drop me a message.

Re: Not received Greenby information following email migration

balvack2 — Wed, 19 Nov 2025 11:38:38 GMT

So when are we actually being migrated and how will we know that? The FAQ say "we recommend not making any changes whilst migration is taking place".

Re: Not received Greenby information following email migration

plusnettony — Wed, 19 Nov 2025 11:43:06 GMT

This depends on many factors so I can't give an exact answer.

Re: Not received Greenby information following email migration

balvack2 — Wed, 19 Nov 2025 12:26:33 GMT

Can you give an un-exact answer? Can we at least be informed on what day we're getting migrated?

Re: Not received Greenby information following email migration

plusnettony — Wed, 19 Nov 2025 14:39:46 GMT

As you've had comms, I'd expect the next month or so but can't be sure without having access to your details/which batch you are in.

Re: Not received Greenby information following email migration

balvack2 — Wed, 19 Nov 2025 16:01:50 GMT

So when should we expect to get a further communication confirming when the actual migration is taking place given the advice to not make changes for the duration of the migration? A day before, a week before? As we'll also need to make additional backups / do further mailbox tidying in the lead-up.

Re: Not received Greenby information following email migration

plusnettony — Thu, 20 Nov 2025 10:57:42 GMT

If I understand your place in the queue correctly, your next update will be the Welcome to Greenby email after migration.

Re: Not received Greenby information following email migration

balvack2 — Thu, 20 Nov 2025 11:49:27 GMT

But we need to know when the migration is actually going to start - can you tell from our place in the queue which day that will be?

Re: Not received Greenby information following email migration

jab1 — Thu, 20 Nov 2025 11:59:16 GMT

@balvack2 wrote:

So when should we expect to get a further communication confirming when the actual migration is taking place given the advice to not make changes for the duration of the migration? A day before, a week before? As we'll also need to make additional backups / do further mailbox tidying in the lead-up.

Do you not keep your mailboxes tidy on a daily basis? - I certainly do, and I use POP3, so nothing stays on the server, anyway

Re: Not received Greenby information following email migration

plusnettony — Thu, 20 Nov 2025 12:04:18 GMT

> But we need to know when the migration is actually going to start - can you tell from our place in the queue which day that will be?

Re: Not received Greenby information following email migration

balvack2 — Thu, 20 Nov 2025 12:55:52 GMT

Thanks for trying to help Tony, but this is getting frustrating. How are customers meant to avoid making changes during migration when we don't know when the migration is, other than probably some time in the next month?

Can you please feed that back to the project manager or whoever is responsible for project communications?

Re: Not received Greenby information following email migration

Townman — Thu, 20 Nov 2025 13:24:28 GMT

@balvack2 wrote:

How are customers meant to avoid making changes during migration when we don't know when the migration is, other than probably some time in the next month?

What kind of changes are you concerned about?

The account will migrate as the account is at the moment of migration. I cannot envisage a change a user might make which will not be picked up on the fly during migration. If your query was specific to a particular profile of change, it might be possible to affirm that you are worrying about something you do not need to work about.

I have just completed a change in hosting provider for a client elsewhere - mailboxes got syncn'd in the back ground and at the appropriate time, their clients were switched to using the new servers. All very tidy, just needed a short while for their clients to resynch the mailbox content.

Re: Not received Greenby information following email migration

balvack2 — Thu, 20 Nov 2025 17:58:40 GMT

I'm just going by the information in the FAQs. so for example

the backups I took on Sunday are now out of date as I wasn't migrated as expected on Monday.
In the event of not receiving email it would be good to know that's potentially a result of a delay due to migration-in-progress rather than some other issue e.g. some emails are time-critical for 2nd-level authentication etc so I'll know not to use any websites using that funtionality on 'migration-day'. If I knew when migration day was....

Will I lose any emails I have stored?

All email, folders, contacts, and any additional settings will be copied and transferred to Greenby. If you want to back up any emails before we transfer your account, then we recommend you do this as soon as possible.

What happens on the day of migration?

You may notice a brief outage when we migrate your mail service. This could mean a delay of up to 24 hours in receiving your mail and changes not being saved, such as deleted emails re-appearing, so we recommend not making any changes whilst migration is taking place.

Re: Not received Greenby information following email migration

Townman — Thu, 20 Nov 2025 18:20:18 GMT

@balvack2

All back ups are out of date sometime following the first change thereafter - you have no control over the changes brought about by inbound mail
The words on delay I do not think are well written - that refers to a LOCAL IMAP client attaining full resync - there have been some cases where that resync has taken hours ... however email should be available immediately using the webmail interface, if it is that mission critical for you
Deleted items "reappearing" is not an outcome giving rise to risk ... just a tiny amount of inconvenience

Re: Not received Greenby information following email migration

balvack2 — Fri, 21 Nov 2025 11:55:15 GMT

So in summary, Plusnet can't actually tell any customers when the migration will happen...?

Re: Not received Greenby information following email migration

balvack2 — Mon, 24 Nov 2025 15:05:51 GMT

That's why I ignored the advice in the FAQs and took backups as late as possible i.e. on the Sunday before our anticipated migration the next day, so that if I did need to revert to it for any reason I will have lost the minimum amount of (incoming) email.

@Townman wrote:

@balvack2

All back ups are out of date sometime following the first change thereafter - you have no control over the changes brought about by inbound mail

Re: Not received Greenby information following email migration

davec13 — Wed, 26 Nov 2025 14:39:39 GMT

If you are using an email client such as Thunderbird, one possible solution to the backup issue is to define a message filter that automatically copies incoming emails to local folders. It's not ideal, as it won't deal with any emails that might be "lost" before you collect them, but at least it keeps you up to date with minimum effort.

I use Thunderbird on Linux, but I assume that message filters are also available on Windows or Mac versions. Presumably there is also similar functionality with other sophisticated clients such as Outlook?

Re: Not received Greenby information following email migration

balvack2 — Mon, 08 Dec 2025 12:58:24 GMT

The migration was 'from' 17th November, but with no end date specified - hence my assumption that the migration was taking place on that day or shortly thereafter. It's now 3 weeks later and we've still not heard anything. Can someone please advise when we can expect to be migrated....?