topic Re: Greenby and some NHS emails being Junked ! in Email

Greenby and some NHS emails being Junked !

Routefinder — Tue, 31 Mar 2026 17:36:25 GMT

Hi all

I thought this could be of interest to others in case my situation is not unique.

The .gov is pushing every one to use the NHS App / portal to interact with us.

Well, I have rarely used it in the past but circumstances change so though I had best 'get on board' NB I already get reminders about GP appointments from the NHS so NHS emails do come through.

Long story short, I needed to do a "forgotten password" but I never received the emails to do so. The NHS support was sending me in circles until this evening when they updated me after 10 days of silence.

They advised that the emails were being delivered but showing as 'queued' for delivery ? And to add the email address (not advised!!!!!) but I found one old reset email from 2024 to add to the "Whitelist" but that did not do the job

So, I then went into Greenby Roundcube webmail and looked around to find the Roundcube 'Junk' folder and lo & behold there were the missing emails.

It was not 100% transparent as to how to reclassify them 'not Junk' but the right click context menu provide that option. Doing so made them come through to my PC email client (MS Outlook Office Classic 2024)

@plusnettony this is IMO so fundamental and perhaps you could wave a wand on Greenby and get them to globally reclassify this address noreply@login.nhs.uk as needed.

Or was it just me having the problem ?

Re: Greenby and some NHS emails being Junked !

PhilipHeyes — Tue, 31 Mar 2026 17:54:35 GMT

Have a look at :

Greenby.com >>> Email >>> your email Domain >>> Settings >>> Anti Spam

We have "Anti Spam" Disabled and all messages are delivered to our MS Outlook inbox.

Re: Greenby and some NHS emails being Junked !

SimonC1 — Tue, 31 Mar 2026 19:33:55 GMT

What PhilipHeyes said. That seems to be the general advice from many different conversations that I have read on this forum over the past 3-4 months. Disable the Greenby anti-spam and manage it yourself, because it seems completely resistant to any training, whitelisting, or self-learning.

I recall reading that it even junks official emails from Plusnet or Greenby, which is quite worrying.

It is quite annoying since I have noticed a large jump in spam since last Nov/Dec too. Not sure if it is an actual increase or if it is because Plusnet have passed control of the spam filtering to Greenby (even if you have no migrated). In any case I felt it was better to have to sort through it than to not receive an important email.

Good luck.

Simon

Re: Greenby and some NHS emails being Junked !

abitpedantic — Tue, 31 Mar 2026 21:25:04 GMT

@Routefinder

Are you using POP or IMAP? If IMAP have you ensured that all your folders are 'subscribed' so that nothing is left only visible via webmail?

Re: Greenby and some NHS emails being Junked !

Routefinder — Tue, 31 Mar 2026 23:35:58 GMT

A fair point but as PN anti spam used to be IMO quite efficient it is at a minimum disturbing that in the run up to Greenby migration and now under Greenby that 'it' has been awfull, and a long way from the apparently promised "good thing" it shold be

I will look at that.

Re: Greenby and some NHS emails being Junked !

Routefinder — Tue, 31 Mar 2026 23:37:31 GMT

Greenby is far from the sophisticated 'grown up' product that all PN customers would have expected it to be

Re: Greenby and some NHS emails being Junked !

Routefinder — Tue, 31 Mar 2026 23:38:15 GMT

FWIW

I have never used IMAP and and so it is POP3 for me.

Re: Greenby and some NHS emails being Junked !

abitpedantic — Wed, 01 Apr 2026 07:23:27 GMT

My understanding is that with POP3, MS Outlook will only fetch what's in the Inbox so you have to go to webmail to see if there's anything in the spam/junk folder. Marking an email as 'Not Junk' causes it to be transferred to the Inbox and thus be downloaded.

Re: Greenby and some NHS emails being Junked !

stuck — Wed, 01 Apr 2026 10:05:19 GMT

@abitpedantic wrote:

My understanding is that with POP3...

Correct, that is my (many years) experience of using POP3 for my Plusnet email. @Routefinder take note.

Re: Greenby and some NHS emails being Junked !

mavison — Wed, 01 Apr 2026 14:54:47 GMT

Apparently (according to Greenby) the only way currently to help "train" their spam filtering is to move Spam into the Spam folder, or to move non-Spam from the Spam folder into Inbox using greenby webmail using a right-click to move or mark as junk/non-junk. I have no idea if this really affects the spam filter, but it does get the message into the correct folder.

This is an issue for those of us who do not normally use webmail. Worse, if you use POP3 to collect you mail regularly and delete from the server, then by the time you see any spam in your client it has already been deleted from the server Inbox, so cannot be seen by webmail.

Greenby said I completely understand your concern here, and we’ve fed this back as it’s something a lot of customers have asked for but I am not holding my breath.

Re: Greenby and some NHS emails being Junked !

pvmb — Wed, 01 Apr 2026 15:50:33 GMT

...Well yes. Isn't this exactly how you would expect it to work? (I would). And isn't it the same as how it worked with the original Plusnet email system?

Either the Greenby system is doing the Spam protection - in which case it goes to the online Greenby Spam folder. So, it can be inspected by the recipient and, if not Spam, moved back into Inbox - using Not Spam, which should also train the Greenby Spam filter over time. Why would it then be deleted from there? AFAIK (OK I don't actually know!) it would stay there indefinitely until moved or deleted by the user.

OTOH, if you are using a client email program and don't want this to happen, then just turn off the Greenby Spam filter, get all emails downloaded to your device and rely on the client software to deal with Spam, not Greenby. How else could it work?

Is it possible some users have unrealistic expectations?

Re: Greenby and some NHS emails being Junked !

mavison — Wed, 01 Apr 2026 17:33:52 GMT

@pvmb There used to be an address to forward spam emails to for training the filter.

Spam emails that are not filtered as Spam, and downloaded/deleted by POP3, cannot now be used to train the filter.

My main complaint to Greenby is that there is now no ability to add [Spam] to the front of a subject by the filter, or to move detected Spam to another mailbox - the only option now is the Spam folder in the same mailbox.

With the migration, all these have become much more of a problem because of the vast increase in spam - though it does seem to have decreased for me in the last week or so.