topic Re: Greenby email support after migration - tech support issue in Email

Greenby email support after migration - tech support issue

rogermhunt — Fri, 19 Dec 2025 12:41:11 GMT

Hello,

I was migrated across to Greenby a couple of days ago.

I had a few issues which the AI Chat support was very helpful with. However, it decided that the issue I now have is rather complicated and so it asked me to raise a new ticket (and copy/paste our entire conversation to date into it so that I didn't have to go through everything again).
I've raise the new ticket with all the details (yesterday afternoon) but as yet have received no reply.

I guess they're busy what with the migration etc, but as things stand, I can no longer receive emails to the Inbox on my iPhone Mail App (my desktop Mailbird App is working ok).

So what should be my expectation on when I should expect a reply and support to fix the issue?

Re: Greenby email support after migration - tech support issue

torque2me — Fri, 19 Dec 2025 15:26:34 GMT

I'm in the same boat as yourself. For over two days I have been unable to login with the message "IMAP Server failure."

And they want Fifteen quid for each account to continue? I wonder if that is for 15 days of service?

Can anyone post the best contact details for Greenby? The AI bot is hopeless as is the one for all the companies I have recently had to contact.

Cheers,

Re: Greenby email support after migration - tech support issue

plusnettony — Fri, 19 Dec 2025 15:50:21 GMT

I'm not aware of any problems at the moment - but if you could both pm me some details and your username, I'll get them sent across for you.

Re: Greenby email support after migration - tech support issue

rogermhunt — Fri, 19 Dec 2025 16:38:41 GMT

Thanks Tony. I have messaged you.

Re: Greenby email support after migration - tech support issue

dabow — Fri, 19 Dec 2025 20:16:30 GMT

I have today had the same type of problems. Can send emails but not receive. Chatted to the AIBot for a while earlier and the problem became resolved. Then this evening we are back to square one ! No downloads. They have got severe server errors.

Re: Greenby email support after migration - tech support issue

ksjpope — Fri, 19 Dec 2025 20:47:06 GMT

I was migrated to Greenby on Tuesday. It has not been a very good experience.

Despite the FAQ stating "Plusnet has chosen Greenby to provide email services because they understand how important email is to their customers. As Plusnet focus on providing excellent broadband, migrating your email to Greenby ensures that you can continue to enjoy reliable email services."

It certainly has not been reliable. Within 2 hours of migration I couldn't log in using my email client or via Webmail. Both gave server errors. There AI bot tried to be helpful but ignored the fact I was getting a server error reported. It decided to go home at 9pm (Really!). Wednesday still the same but I was able to log in Wednesday evening.

No replies to the ticket I'd raised.

Yesterday everything OK. Oh, a reply; I should switch my device on and off and ensure I am using the correct web address.

Today I can't log in again. Server errors reported again. I managed to chat to the AI bot again. It decided I needed to actually speak to someone. No one is available we'll email you later. Good luck with that then.

Hopefully Plusnet will not want to wash there hands completely after all we are all still Plusnet customers and we relied on them choosing an email provider that can actually provide an email service with support when we need it.

Can someone at Plusnet do anything to help? I am at my wits end.

Re: Greenby email support after migration - tech support issue

rogermhunt — Sat, 20 Dec 2025 10:25:32 GMT

Still no response to the Ticket I raised with Greenby.

This is very frustrating as we're going away over Xmas and so I won't have access to my desktop email and so also I won't be able to access email on my iphone either !

Re: Greenby email support after migration - tech support issue

rogermhunt — Sat, 20 Dec 2025 12:33:20 GMT

Good news !!!

I'm now able to receive emails on my iphone. It seems there was an issue with the password I had previously set up (hence unable to access the Incoming server). I changed the password, rebooted my phone and I'm now receiving and sending emails from my iphone.

Synchronisation between my iphone Mail app and my desktop Mailbird app appears to be working with one exception.

When I create and send an email from my iphone, it sends ok and it also appears as Sent in the iphone Sent folder. However, that email does not appear in the Sent folder on the desktop Mailbird app.

Any ideas as to why that might be please?

Many thanks

Re: Greenby email support after migration - tech support issue

MisterW — Sat, 20 Dec 2025 13:21:30 GMT

@rogermhunt

Any ideas as to why that might be please?

I'm assuming both the iPhone and Mailbird are both using IMAP ?

If that's the case, I'm guessing that you have two Sent folders , one under INBOX and one at the root directory. The Plusnet server would only allow folders to be created under INBOX but it seems the Greenby server (like most others) permits both.

Try checking all the available folders and make sure both client are using the same Sent one

Re: Greenby email support after migration - tech support issue

rogermhunt — Sat, 20 Dec 2025 14:43:15 GMT

Just to let everyone know that everything has been sorted.

I used the Greenby AI Support Assistant and it eventually became clear that (as @MisterW has said) that my Mailbird was originally set up as a POP3 account. So because the iphone was IMAP, synchronisation would never work.
I deleted my Mailbird account and then set it up again as an IMAP account and now everything is working, everything is in synch !

Thanks everyone!