topic Re: Greenby migration now I can't send emails. Raging. in Email

Greenby migration now I can't send emails. Raging.

Ficon24 — Fri, 02 Oct 2026 10:34:26 GMT

Discovered this morning that I can't send emails...I had missed whatever notification plusnet claims to have sent about greenby. I spent half an hour on the phone to an agent who 'migrated' me to greenby. I said that I didn't want to use webmail - I used thunderbird on my desktop and bluemail on my phone. He directed me to a page (https://greenby.com/support/knowledgebase/article/29) with the settings I need to reset both my email apps. I have done that, and neither one now works at all. And even the greenby webmail doesn't allow me to send emails. I rang plusnet again and was told that since I'd been migrated, there was nothing they could do.

I am going nuts here. This is appalling customer service - to force customers to 'migrate' to a service which doesn't apparently work and which we're going to have to pay for, and then wash their hands of problems.

I urgently need to get my email working: can anyone advise?

Re: Greenby migration now I can't send emails. Raging.

bmc — Fri, 02 Oct 2026 10:38:34 GMT

@Ficon24

Select Emails - Manage

Then select Mailboxes

Then click on the 3 dots to the right and select Alias

Add your emails

This worked for me.

Brian

Re: Greenby migration now I can't send emails. Raging.

MisterW — Fri, 02 Oct 2026 10:45:22 GMT

@Ficon24

I used thunderbird on my desktop and bluemail on my phone.

You should not have to change any settings for the migration.

UNLESS

1) you are sending from your own domain which was not hosted by Plusnet

2) as @bmc says, you are sending from an email address that wasnt defined as a mailbox or alias , in which case that address just needs to be added to the mail configuration via the Greenby portal

Re: Greenby migration now I can't send emails. Raging.

Ficon24 — Fri, 02 Oct 2026 10:47:05 GMT

thanks. I've tried it but when I put my email address in under 'aliases' it tells me that it's not a proper email address.

Re: Greenby migration now I can't send emails. Raging.

Ficon24 — Fri, 02 Oct 2026 10:48:44 GMT

Nope, I'm sending (or trying to) from my plusnet email. Nothing works. I am effectively unable to send emails from thunderbird, bluemail, or the greenby webmail. To say I'm mad is something of an understatement.

Re: Greenby migration now I can't send emails. Raging.

PhilipHeyes — Fri, 02 Oct 2026 10:58:17 GMT

Share with us the full error messages you see on the screen and we need to know what program or website it came from.

Please include the exact wording and any number codes that are displayed.

Re: Greenby migration now I can't send emails. Raging.

MisterW — Fri, 02 Oct 2026 11:02:32 GMT

I've tried it but when I put my email address in under 'aliases' it tells me that it's not a proper email address.

When you are adding an alias to a mailbox using the Greenby portal you just enter the part before the <account>.plus.com ( that is already in the field ).

Re: Greenby migration now I can't send emails. Raging.

Ficon24 — Fri, 02 Oct 2026 11:05:41 GMT

there are no error messages. In all applications, it looks as if the email has sent - it just never arrives

Re: Greenby migration now I can't send emails. Raging.

Ficon24 — Fri, 02 Oct 2026 11:08:08 GMT

sorry, I don't understand this. So if my email address was, say, bluerabbit @ rabbit.plus.com, what would I put in?

Re: Greenby migration now I can't send emails. Raging.

PhilipHeyes — Fri, 02 Oct 2026 11:11:09 GMT

If you send from your Plusnet email address, send to yourself :

1) does that end up in the Sent items ? ( or is it stuck in the Outbox ? )

2) is this delivered ?

What happens in the Greenby webmail if you try to send an email ?

https://webmail.greenby.com/

Re: Greenby migration now I can't send emails. Raging.

Ficon24 — Fri, 02 Oct 2026 11:14:21 GMT

In the greenby webmail, in thunderbird and in bluemail, all the test messages I've sent to myself show up as having been sent. But none of them have actually arrived in my inbox. So maybe the issue is not that I can't send, but that I can't receive.

Re: Greenby migration now I can't send emails. Raging.

Ficon24 — Fri, 02 Oct 2026 11:32:08 GMT

I have found all the emails I sent to myself in spam, together with lots of random emails from other people over the past few weeks. This is super annoying although at least I know I can send emails now. How do I stop them all ending up in spam though?

Re: Greenby migration now I can't send emails. Raging.

mwwagain — Fri, 02 Oct 2026 11:35:47 GMT

This is new imposition as of last night, I was migrated to Greenby ages back and it worked so far without any changes, so they have made a policy change and not told anyone.

Agent Thunderbird

Method SMTP

Port 587

Server relay.plus.not

Auth no

Connection STARTTTLS

Error when sending from me@mydomain.co.uk via plus server (Not Greenby hosted)

Sending of the message failed.
An error occurred while sending mail. The mail server responded:
Internal server error.
Please check the message recipient "<redacted>" and try again.

Error when sending from me@username.plus.com via plus server

Sending of the message failed.
An error occurred while sending mail. The mail server responded:
Unknown sender.
Please check the message recipient "<redacted>" and try again.

Re: Greenby migration now I can't send emails. Raging.

MisterW — Fri, 02 Oct 2026 11:37:46 GMT

@Ficon24 Login to the Greenby portal (www.greenby.com) , Click Manage next to your email product , then select Settings and adjust the anti-spam setting. Either turn it off or change the aggressiveness setting (10 is least aggresive , 1 is most aggressive )

Re: Greenby migration now I can't send emails. Raging.

MisterW — Fri, 02 Oct 2026 11:42:02 GMT

@mwwagain

Error when sending from me@mydomain.co.uk via plus server (Not Greenby hosted)

and that's the change that's been made, relay.plus.net IS now Greenby hosted! So it now implements a stricter sender policy (as discussed at length). You can only send mail from an address that's defined as a mailbox or alias. You certainly cant send form a domain that's not hosted by Greenby

Re: Greenby migration now I can't send emails. Raging.

PhilipHeyes — Fri, 02 Oct 2026 11:43:09 GMT

@mwwagain

Send as me@mydomain.co.uk using the SMTP server that accepts me@mydomain.co.uk as the Username.

The ability to send via relay.plus.net ( or any other Greenby SMTP ) for a domain hosted by another provider has been removed.

Re: Greenby migration now I can't send emails. Raging.

mwwagain — Fri, 02 Oct 2026 12:25:24 GMT

@MisterW wrote:

@mwwagain

Error when sending from me@mydomain.co.uk via plus server (Not Greenby hosted)

and that's the change that's been made, relay.plus.net IS now Greenby hosted!

For clarity it is the domain I referred to that is not Greenby hosted, rather than any comment on where the plus.com mail server is hosted.

Re: Greenby migration now I can't send emails. Raging.

PhilipHeyes — Fri, 02 Oct 2026 12:29:36 GMT

@mwwagain

We fully understood you the first time.

Register a proper email account with your domain hosting service.

Re: Greenby migration now I can't send emails. Raging.

pvmb — Fri, 02 Oct 2026 12:45:04 GMT

@mwwagain

"I have found all the emails I sent to myself in spam, together with lots of random emails from other people over the past few weeks. This is super annoying although at least I know I can send emails now. How do I stop them all ending up in spam though?"

As explained by MisterW (post 14) adjust the Greenby Spam filter level in your Greenby account. Also, from webmail you can click on messages in Spam folder and identify them as 'Not spam', which moves them to Inbox and aids the spam filter to discriminate in future. Also, vice versa for 'Spam'.

Re: Greenby migration now I can't send emails. Raging.

PhilipHeyes — Fri, 02 Oct 2026 13:02:51 GMT

If you are using an email client or app and not seeing the messages in the email server's spam folder,
that suggest the email client / app is using POP3 which only reads from the server Inbox.

One option for POP3 is to disable the spam filter in the Greenby portal i.e. leave all messages in the Inbox.
Then in via Webmail move all the messages from the Spam folder back to the Inbox.

The other is to create an IMAP profile for your email a/c so you do get to see the contents of the server side spam folder in your email client / app.