topic Re: Greenby migration glitches in Email

Greenby migration glitches

PeterB1 — Wed, 04 Mar 2026 17:34:22 GMT

I have received notification that my migration to Greenby is complete along with a welcome message.

The basics of the new system seem to be working, especially on webmail. All my incoming and sent emails are there. But I wonder if anyone can help with advice on a couple of glitches.

1) If I try to sent a message from my Plusnet address via Oultook on my PC (my preferred method) I get a send/receive error (0x80040119) which says my message "cannot be saved to my IMAP Sent folder." I can send messages OK by webmail.

2) The Plusnet account on my iPhone 16 shows only the Inbox folder, not the Drafts, Sent etc other folders.. If I go to Settings in the iPhone Mailapp, only the Inbox folder is visible- and it's mapped to the IMAP server. The other folders are all mapped to my phone and invisible - and there is no option to change this by mapping them to the server because they do not appear on the list of folders available on the server. By contrast, all the usual folders appear on webmail and in Outlook. It's just the iiPhone where they're missing.

Grateful for any wisdom from the experts and fellow users.

Re: Greenby migration glitches

IMM — Thu, 05 Mar 2026 08:53:58 GMT

With the outlook problem, from your outlook program, If you right click on the account and select IMAP folders a pop-up will appear. Click on query to list all of the IMAP folders. Click on each in turn and select subscribe. then OK.

Wait a few minutes and try sending an email - Hopefully outlook will be able to save the sent email in sent. - it worked for me.

Re: Greenby migration glitches

PeterB1 — Thu, 05 Mar 2026 12:08:45 GMT

Thanks MMM.

In fact I've solved the Outlook/sending problem a different way after chatting to Greenby's support bot!

I was told to amend the settings of the migrated account in Outlook to use ports 143 and 25 instead of 993 and 587 and disable both SSL/TLS and SPA. I queried whether this was less secure, but the bot says this is the set-up they're currently recommending for Outlook as it's proving the most reliable.

In case it's helpful for other migration sufferers ,I:'ve also solved the problem with the Mail app on my iPhone where only the Inbox folder was visible.The solution here is to delete the Plusnet/Greenby account from the phone and reinstall it manually.

This worked properly right away - and on the iPhone iit s quite happy using the standard settings - ports 993/587 with SSL/TLS and SPA enabled.

Fingers crossed, I THINK my migration issues are now behind me and everything is OK on webmail, Outlook and iPhone Mail.

And ot be fair to Greenby, I've (so far) found their AI support bot quite effective.

Re: Greenby migration glitches

MisterW — Thu, 05 Mar 2026 12:36:34 GMT

That is extremely bad advice! Those settings use no encryption so your username & password are sent in clear text!.

There's no reason why the original settings should not work if a mail client is configured correctly, as is confirmed by your iPhone working with those settings!

And ot be fair to Greenby, I've (so far) found their AI support bot quite effective.

Really? you think giving incorrect and insecure settings is 'quite effective'. I think giving reckless advice is appaulling..

Re: Greenby migration glitches

jab1 — Thu, 05 Mar 2026 12:41:59 GMT

@MisterW said:

Really? you think giving incorrect and insecure settings is 'quite effective'. I think giving reckless advice is appaulling...

Couldn't agree more, but it is standard Greenby practice, so...

Re: Greenby migration glitches

PeterB1 — Thu, 05 Mar 2026 12:48:35 GMT

On your first point, what do you suggest I do?

I seem to be between a rock and a hard place on this.

My preferred way of accessing all my email accounts is via Outlook. (Webmail is too clunky).

If I change the settings on my migrated account back to the more secure server arrangement II can't send any messages.

Greenby have confirmed this is their way of ensuring that things work for the greatest variety of email clients..

If that's appalling, it's not only Greenby we have to blame, but Plusnet who opted to transfer our email services to Greenby without our agreement in the first place,

On your second point, when Is aid the support was "effective" I wasn't commenting on the qjulaity of their advice and should have made this clear.. I was commenting on th ability of the bot to understand what I was asking and reply with coherent suggestions in plain English. In that sense, it feels as good as any such bot I've come across, thnough it's no substitute for human beings and cvertainly no substiturte for Plusnet Superusers !

Re: Greenby migration glitches

MisterW — Thu, 05 Mar 2026 13:02:38 GMT

On your first point, what do you suggest I do?

get the Outlook configuration correct.

I'm not an Outlook expert I'm afraid ( in fact I wouldnt touch it with a bargepole!)

BUt I understand that Outlook has a habit of trying to 'guess' the correct settings and override any settings input.

Make sure that any settings you input are retained,

From what you say , incoming mail was fine, so revert to those secure settings for the incoming server.

For the outgoing server, use port 587 and STARTTLS.

Use your full email address as the username, and the mailbox password as the password.

Make sure that SPA (secure password authentication) is disabled. (STARTTLS will encrypt it)

Let us know how that goes.

My preferred way of accessing all my email accounts is via Outlook. (Webmail is too clunky).

Re: Greenby migration glitches

IMM — Thu, 05 Mar 2026 13:06:06 GMT

@PeterB1 For me using the secure ports as @MisterW suggests works - I just had to subscribe to the folders as per post 2 above to get the outgoing mail saved in Sent.

Re: Greenby migration glitches

PeterB1 — Thu, 05 Mar 2026 15:32:26 GMT

Seem to be making progress with help from you guys.

IMM: I tried your folder-subscribing tip, but found that on my system I was already subscribed to the necessary folders.

Mister W: I amended the settings for my migrated account manually using the original ports 993 and 587.

I had to use encryption SSL/TLS incoming and STARTTLS outgoing to get it all to work..

Emails I send in Outlook are now saved in the Sent folder with no send/receive error, which is not what happened when the account was first migrated.

So fingers crossed it looks as if it may have paid to persevere and ignore Greenby's more defensive advice.

I'll let you know if it everything goes pear-shaped, but in the meantime thanks for pushing me to try !

Re: Greenby migration glitches

MisterW — Thu, 05 Mar 2026 16:16:23 GMT

@PeterB1

happy that you got it working.

it looks as if it may have paid to persevere and ignore Greenby's more defensive advice.

what's really annoying is that Greenby were told months ago about the AI bot giving bad advice to use non-secure connections

Re: Greenby migration glitches

PeterB1 — Thu, 05 Mar 2026 17:09:06 GMT

That I definitely didn't know. Mister W.

If I had known, I'd have tried challenging the AI bot to be less reckless.

Might have been quite entertaining.

But seriously - it does undermine whatever trust we might have had ,in the new regime - and it doesn't reflect very well on Plusnet's decision to go with Greenby either.

Thanks for the heads-up.