topic Re: Not getting updates on my account migration in Email

Not getting updates on my account migration

jbunyan — Mon, 07 Sep 2026 16:14:57 GMT

I seemed to have lost any updates on how/when my account will be migrated.

My account contact email was another email account with a different provider, but this email account has been terminated. I've tried to update my contact email address, but I've heard nothing.

Is there a support contact that can give an explanation of what is going on?

Re: Not getting updates on my account migration

SixCopperKs — Mon, 07 Sep 2026 17:26:04 GMT

Call plusnet customer accounts via ‭0330 123 9123‬ and get them to check on your current situation, and also to update your customer account's email to whatever email account you're currently using.

Check that you can still log on to your Member Centre Dashboard with your updated email (probably with an unchanged password). Then you'll know your notifications, updates, and bills are able to get through to you.

Re: Not getting updates on my account migration

PhilipHeyes — Mon, 07 Sep 2026 17:38:49 GMT

If migrated use the same credentials as for the Plusnet Members Centre
to login to the Greenby portal at : https://greenby.com/

Re: Not getting updates on my account migration

jbunyan — Tue, 08 Sep 2026 13:03:08 GMT

Thanks, I've called the support number and didn't receive an explanation that I've only seen an email about the migration on one of our secondary email addresses.

There are multiple email addresses in play here -

<username>@<username>.plus.com

<user1>@<username>.plus.com

<user2>@<username>.plus.com

plus the contact email address that is setup in the <username> account portal.

We have only seen a migration email on the <user2> email account.

The support person said we should be receiving notification emails on the primary account, i.e. <username>@<username>.plus.com and the contact email address, but this has not been happening.

My concern is that the all the secondary email mailboxes of <user1> and <user2> will be migrated, not just the one we have received an email for. The support person re-assured me that would be the case, but not seeing the notification emails is a concern.

Re: Not getting updates on my account migration

pvmb — Tue, 08 Sep 2026 13:04:22 GMT

@jbunyan

"I seemed to have lost any updates on how/when my account will be migrated."

I don't believe there any regular "updates" on this matter. There is supposed to be a 30 day warning email (which I never received) and a "You have been migrated" email (which I did receive).

I can understand how this would be nerve racking if you don't have any information about what is going on.

Re: Not getting updates on my account migration

MisterW — Tue, 08 Sep 2026 13:40:00 GMT

@jbunyan

Migration is performed on an account basis. So all mailboxes & aliases for <username>.plus.com are migrated.

From my recent experience the migration notification emails are only sent to the contact address on the account. Is <user2> the contact address by any chance ?

Re: Not getting updates on my account migration

jbunyan — Tue, 08 Sep 2026 15:03:06 GMT

Thanks for the reply.

The contact address on the account is via a different provider, but I have recently changed it. The only notification email we have seen is on one of the secondary mailboxes. Plusnet raised a support ticket for my query and I have received correspondence on that via the contact email. Fingers crossed it is all in hand!

Re: Not getting updates on my account migration

MisterW — Tue, 08 Sep 2026 15:50:37 GMT

The contact address on the account is via a different provider,

As is mine but I still received notification to it of the impending migration. I understood that notifications should go to both the contact email AND the default <account>.plus.com email BUT mine certainly only went to the contact email