topic Re: Not receiving or able to send e-mails in Email

Not receiving or able to send e-mails

Susie_1010 — Mon, 13 Apr 2026 09:41:51 GMT

I have a plusnet e-mail from an old account that I have used for many years, received the e-mail from greenby in February to say that it was migrating and would be completed by ?? I have not received any e-mails for several days and trying to send an e-mail results in an SMTP error 535 authentication error. I have signed in with account and with e-mail address on both plusnet and greenby. Greenby does not recognise my e- mail, I have not received the e-mail to say the transfer has been completed.

I don't know what to do.

Re: Not receiving or able to send e-mails

LSAS — Mon, 13 Apr 2026 20:00:47 GMT

@Susie_1010 wrote:

... I don't know what to do.

Best suggestion? Run away, fast.

Plusnet's chum "Greenby" is a zombie-like disaster, entirely incompetent in its supposed purpose: i.e. Doing the Email.

Go look at e.g. Trustpilot for a flavor of how excellent it isn't :-((

As long as you have an email something@Internt.company (e.g. fred.blogs@plus.net) you are the hostage of that internet company and they can sell you out to the Greenby's of this world, without the slightest care.

If you have a basic interwebs savy of tech stuff then get your own domain and host it somewhere that can do email. Otherwise go to gmail or similar where at least the size of the platform means that capricious change (yes, YOU Plusnet) is less likely.

Me? Used to rate Plusnet. Not any more. Annoyed enough to spend time writing the above.

Re: Not receiving or able to send e-mails

Katie_B — Tue, 14 Apr 2026 07:58:02 GMT

Hi @LSAS.

Thanks for coming here.

Could you confirm if you can log into Webmail OK?

Katie

Re: Not receiving or able to send e-mails

Susie_1010 — Tue, 14 Apr 2026 09:48:20 GMT

Yes I can Katie, I only access e-mails directly from the webmail page
Whilst I am competent in some areas of IT - at 70 I struggle with some technical issues

Re: Not receiving or able to send e-mails

plusnettony — Tue, 14 Apr 2026 15:00:43 GMT

I think I've found the cause of the problem for you. I've raised and expect an update soon.

Re: Not receiving or able to send e-mails

Susie_1010 — Wed, 15 Apr 2026 04:06:23 GMT

Fingers 🤞.

Re: Not receiving or able to send e-mails

Susie_1010 — Thu, 16 Apr 2026 13:56:03 GMT

Is there any update to this as nothing has changed, still cannot access greenby and not receiving - cannit send e-mails via plusnet webmail

Re: Not receiving or able to send e-mails

pvmb — Thu, 16 Apr 2026 14:10:35 GMT

@Susie_1010

Seems to be working now. (Greenby) Though has been very ropey throughout the day.

Don't know about PN webmail - though likely still using the same servers.

Re: Not receiving or able to send e-mails

Susie_1010 — Thu, 16 Apr 2026 18:11:19 GMT

Greenby does not recognise my e-mail address

So not working for me

Re: Not receiving or able to send e-mails

pvmb — Thu, 16 Apr 2026 18:36:21 GMT

@Susie_1010

What does that mean: "does not recognise my e-mail address"?

Have you been transferred to Greenby. If not it won't recognise your address.

If transferred, can you logon to the Greenby portal? Will need to use your Plusnet username

Or you mean not to Greenby webmail? Here you need your full email address for username.

Re: Not receiving or able to send e-mails

Susie_1010 — Fri, 17 Apr 2026 02:23:59 GMT

Plusnet: I am not receiving e-mails and nor can I send e-mails via plusnet webmail

Greenby: as I am not receiving e-mails via plusnet - I am not going to receive an e-mail to say the transfer has been completed

I have tried to log in to Greenby using account name and e-mail but get the message that they are not recognised

No e-mails received on plusnet since April 6th - I normally get 20 plus e-mails a day

Re: Not receiving or able to send e-mails

Susie_1010 — Fri, 17 Apr 2026 02:48:49 GMT

I finally got in to Greenby e-mails but I have to pay £15 to access them, no 2 years free for me - it says 30 days free but there's zero days left! - I can't see how you upload screenshots on here

Re: Not receiving or able to send e-mails

jab1 — Fri, 17 Apr 2026 06:33:51 GMT

@Susie_1010 If you are using a desktop/laptop, to upload screenshots, click the 'paper clip' just below the reply window and follow the prompts.

Re: Not receiving or able to send e-mails

plusnettony — Fri, 17 Apr 2026 07:16:18 GMT

This should have been sorted now, but I'm awaiting confirmation for you (so you should have two years free).

Re: Not receiving or able to send e-mails

Susie_1010 — Sat, 18 Apr 2026 19:40:11 GMT

It says "suspended"
I can get into account but not into e-mails

Re: Not receiving or able to send e-mails

plusnettony — Mon, 20 Apr 2026 08:27:00 GMT

@Susie_1010 wrote:
It says "suspended"

This should have been resolved - Are you still getting the suspended error?

Re: Not receiving or able to send e-mails

Susie_1010 — Tue, 21 Apr 2026 19:35:04 GMT

They want £15 before I can see my e-mails
I was never informed the transfer was completed (5.03.26) and that there was 30 days "free"
I no longer have a plusnet account as of 18.02.26 as you could not / would not upgrade me to full fibre with telecare

Re: Not receiving or able to send e-mails

plusnettony — Thu, 23 Apr 2026 08:26:42 GMT

I can't answer why you didn't get the welcome email, but looking at the account, it was included in the free for two years list. I've chased this to ensure this is fixed for you (then you'll be able to access your email).