topic Re: Terrible service from Greenby in Plusnet Feedback

Terrible service from Greenby

crtett — Thu, 26 Feb 2026 16:13:45 GMT

The migration to Greenby without my agreement has resulted my losing email contact for days and in the permanent loss of all my contacts and personal folders. Many others on the forum have had similar problems. Greenby's response has been slow, sometimes taking days. I have spent 17 days and 27 pages of 'message' on a ticket because Greenby do not accept phonecalls. Trustpilot ratings for Geenby are 95% one star.

Shame on you Plusnet for allowing this farce to happen. I was happy with Plusnet because of the excellent service you gave to a non-techie but now I will look for a new provider.

Re: Terrible service from Greenby

Protech — Thu, 26 Feb 2026 17:23:09 GMT

Have you tried a formal complaint to Greenby by email to
complaints@greenby.com

From here
https://greenby.com/support/knowledgebase/faqs

Re: Terrible service from Greenby

Batfrog — Thu, 26 Feb 2026 17:42:27 GMT

@crtett (and others) Reading your various posts/troubles I feel rather smug at following the advice I was given many years ago which was not to have anything to do with ISP provided email or webspace services.

At the time I was advised that doing so effectively tied me to that ISP in that if I changed ISP I would lose the email address. Although this was not completely true I opted for Googlemail – now Gmail.

I’m well aware that Google may well scan emails for targeting adverts but I would never send any sensitive information in plain text so I’m not too worried.

Since then I’ve had different ISPs, mostly Plusnet, but the principle still applied i.e. no interruption of email.

A few months ago I got the Plusnet ‘Your email service is moving to Greenby’ email and I opted to delete the @Username.plus.com email account which, I had forgotten about as I never used it.

A month or two passed and I got a ‘welcome to Greenby’ email which sort of surprised me until I looked at the email address! It was for a long closed Plusnet account, along with webspace which hadn’t been accessed for at least 10 years. The associated Plusnet account was not accessible and the password forgotten.

Anyway, after a trawl through the old grey matter for possible passwords I got access to the now Greenby account. Because the account it came from is very similar to my current Plusnet username and given the major [-Censored-]-up of the Greenby transfer I’m reluctant to delete the (Greenby) account in case that somehow leads to my current Plusnet account being deleted with all the aggro that would entail. Interestingly my current Plusnet email account is still accessible even though it should have been deleted about 3 months ago !

Looking through my email address book I find it somewhat sad that a number of them are ISP based - @Sky.com, aol.com and particularly several @btinternet.com ! Should BT decide to ditch email services – the mind boggles!!! I wonder ?

Re: Terrible service from Greenby

crtett — Fri, 27 Feb 2026 11:03:41 GMT

Oh yes, I have tried emails to Greenby complaints. First, I complained about the lack of response to my tickets, then later I complained about the fact that my emails were lost due to direct faulty instructions from Greenby. Just evasive answers that would do Sir Humphrey Appleton proud. They say they are only responsible for the migration.

Re: Terrible service from Greenby

jab1 — Fri, 27 Feb 2026 11:13:21 GMT

@crtett wrote:

They say they are only responsible for the migration.

They are wrong, very wrong - they are supposed to be hosting your email, the 'migration' is a joint enterprise between them and PN - or at least, it is supposed to be!

Re: Terrible service from Greenby

mooremj — Fri, 27 Feb 2026 11:27:23 GMT

Absolutely dreadful customer service.

Since the migration I have had to raise three separate issues about my email, on each occasion there is an initial flurry of activity from the AI bot, and once it gets to the point where AI can't fix the problem, it says i will be contacted by a human - and then the trail goes dead. So now I have three open tickets, unresolved, with no communication.

Re: Terrible service from Greenby

Chris_S — Sat, 28 Feb 2026 12:55:43 GMT

Hi @mooremj,

I'm sorry to hear about your experience with moving over to Greenby.

If you'd like to raise a complaint about the customer service and your issue, you can email them at complaints@greenby.com.

Chris S

Re: Terrible service from Greenby

mooremj — Sat, 28 Feb 2026 18:02:19 GMT

Thanks. I did that yesterday. So far only an acknowledgement received.

Re: Terrible service from Greenby

Chris_S — Sun, 01 Mar 2026 08:40:49 GMT

Thanks for letting me know @mooremj

It's good news that you've received the acknowledgement already.

An investigation will be carried out, and you can expect to receive a full response within 10 working days.

Re: Terrible service from Greenby

Catbar1 — Sun, 01 Mar 2026 11:45:31 GMT

And - if Mooremj does not receive a full response within 10 working days, what then?

Re: Terrible service from Greenby

crtett — Sun, 01 Mar 2026 14:27:16 GMT

Oh Yes, I have complained several times, first about the slow response and about the lack of expertise and then about the lost emails and contacts. I've had evasive answers that refused to take responsibility.

Re: Terrible service from Greenby

crtett — Sun, 01 Mar 2026 14:45:57 GMT

Hi Chris S,

I've had worse problems. See my previous post but Greenby's actions have lost my past emails and contacts, then they said it is not their fault. My dialogue with them runs for 27 pages over 17 days. And yes I've used the complaints email address all with long waits and to no avail. I am now consulting Outlook support who are supportive and much, much more knowledgeable.

Re: Terrible service from Greenby

mooremj — Mon, 02 Mar 2026 19:22:47 GMT

I've finally received a reply. Less than impressive

Thank you for contacting us.

We have reviewed your recent complaint submission along with your existing support ticket with Greenby.

After a thorough review, we can confirm that your case does not indicate any breach of our Terms of Service. As such, a formal complaint is not warranted in this instance.

For any further assistance or clarification regarding your concern, please revert directly to your existing Greenby support ticket. Our support team will be happy to continue assisting you there and ensure your query is handled appropriately.

To help us provide the most efficient service possible, we kindly ask that the complaints email address be reserved strictly for matters involving suspected breaches of our Terms of Service.

We appreciate your understanding and cooperation.

Kind regards,

Declan

Meanwhile, no further communication on any of my open tickets since Saturday.

Re: Terrible service from Greenby

corringham — Tue, 03 Mar 2026 11:50:35 GMT

It reminds me of a saying I heard once:

If you aim low enough it's hard to underachieve

Well done Plusnet and Greenby!

Re: Terrible service from Greenby

mooremj — Tue, 03 Mar 2026 20:47:11 GMT

I signed up to Plusnet several years ago because of their customer service. Now they've outsourced to a second rate company.

Re: Terrible service from Greenby

Chris_S — Wed, 04 Mar 2026 09:26:39 GMT

Thanks for your feedback @crtett

Please keep us updated on your progress with your conversation with Outlook support.

Chris S

Re: Terrible service from Greenby

crtett — Wed, 04 Mar 2026 16:35:53 GMT

Microsoft Outlook Support were helpful and asked me to look for specific files in particular places (.pst & .ost) to see if the contents would be suitable to recover my emails and/or contacts. They seemed, unlike Greenby, to be very knowledgeable and understand my problem. However, no joy. My emails and contacts are permanently lost.

They are lost because I did what Greenby told me to do - remove my userid in Outlook and then recreate it. I had to do this in order to connect to Greenby. Greenby should have known what would happen but refuse to admit it. They just repeat that local files are outside their area. I asked for compensation but no chance. Plusnet are ultimately reponsible but I doubt they'll admit it. I'm just sorry I can't go aford to go to court as I think they must both be liable.