topic Re: What is Plusnet doing about Greenby? in Plusnet Feedback

What is Plusnet doing about Greenby?

SQ2 — Wed, 11 Feb 2026 16:02:30 GMT

As has been well documented in the Email section of the forum, the service level from Greenby has been unacceptably poor. They have literally one job, and they're not doing it.

Plusnet placed us with Greenby. Presumably, Plusnet has a contractual relationship with Greenby to provide a service on Plusnet's behalf. What is Plusnet management doing about Greenby's non-performance? Or does Plusnet view this as entirely Greenby's problem and not something Plusnet needs to care about?

Re: What is Plusnet doing about Greenby?

jab1 — Wed, 11 Feb 2026 16:31:18 GMT

@SQ2 Plusnet - or more correctly BT Consumer Division - don't care about customers, as is normal for the BT Group as a whole, so don't expect any meaningful response, if any.

Re: What is Plusnet doing about Greenby?

bmc — Wed, 11 Feb 2026 18:01:18 GMT

@SQ2

It was long believed PN would be withdrawing from providing email services - the only question was when and how much notice we would given before the email servers were shut down.

It was a plesant surprise (for me anyway) to find out email was being transferred to Greenby - it meant I didn't have to change my main email address.

As I understand things Greenby are taking over PN email services - not running them on behalf of PN. As such, once the migration is complete that's PN out of the game - whatever problems Greenby might be having.

Brian

Re: What is Plusnet doing about Greenby?

RealAleMadrid — Wed, 11 Feb 2026 18:26:03 GMT

@bmc I would agree with your understanding, from various posts on the email melt down today Plusnet CS are telling customers who have been migrated to Greenby that Plusnet are no longer responsible and to seek resolution from Greenby.

Not sure how they are handling the latest incident where it seems both Plusnet and Greenby email servers are failing.🤔

Re: What is Plusnet doing about Greenby?

Protech — Wed, 11 Feb 2026 18:37:22 GMT

BT/Plusnet are still responsible for all outgoing mail , for both migrated and non migrated customers,afaik, until the migration is complete.

So don't let 1st line CS fob you off if you have an outgoing email issue.

For example the current blacklisting of some of Plusnets outgoing mail servers.

Re: What is Plusnet doing about Greenby?

SQ2 — Wed, 11 Feb 2026 18:50:35 GMT

@bmc wrote:

As I understand things Greenby are taking over PN email services - not running them on behalf of PN. As such, once the migration is complete that's PN out of the game - whatever problems Greenby might be having.

So do we think Greenby are covering the cost of giving us all free email for 2 years out of their own pocket, as a loss-leader in the hope that we'll start paying them in 2 years?

I had assumed that Plusnet had paid Greenby to take on their email services, in which case Plusnet paid Greenby for a service that Greenby are failing to provide.

Re: What is Plusnet doing about Greenby?

Townman — Thu, 12 Feb 2026 13:37:17 GMT

@Protech wrote:
BT/Plusnet are still responsible for all outgoing mail , for both migrated and non migrated customers,afaik, until the migration is complete.

There is devil in the details ... that statement is only true for migrated *.plus.com users^. For the other migrated brand users, Greenby is responsible for everything.

^ For all users, migrated or not, the Greenby mail proxy servers catching a cold impacts ALL USERS. relay.plus.net is not presently routed via their proxy server.