Transfer held up by e-mail move to Greenby

[#1]

On 24 June 2025 I was advised that PlusNet will discontinue landline support when I get switch to full fibre.  I was advised by the same operator that I should switch to EE (owned by the same parent company - BT). However, to retain my PlusNet e-mail address, I would need to be migrated to Greenby.  I am still waiting for Greenby to contact me 4 months later.  When I ring PlusNet they have no information when this will be.  I can't contact Greenby. And EE says they will cancel the advantageous offer that was made in June if I don't move over soon.  Can anyone explain what is going on and what I need to do?

[#2]

Can anyone explain what is going on and what I need to do?

The migration of email accounts to Greenby is a 'staged' process. Some of the smaller 'brands' e.g Metronet have been transferred first. I believe the largest cohort , the Plusnet brand with email addresses of <account>.plus.com has recently started to be scheduled for transfer, although that too will be in 'batches' rather than all at once.

You will get an email from Plusnet 30 to 60 days prior to your transfer and then an email from Greenby when the transfer has completed.

[#3]

@Benmore30 Which 'brand' is your email - @username.plus.com, or one of the legacy brands? I  think you were given erroneous information back in June as the transfer of accounts to Greenby is being done, by Plusnet, in batches - you cannot arrange transfer personally.

You can, however, move to a Full Fibre connection with Plusnet, and then, within 30 days of your FF service going live, transfer your quarantined phone number to a VoIP provider of your choice - you do not have to switch to EE. 

[#4]

@Benmore30 

You appear to have been mis-informed as to your options when talking about keeping your landline. You're not the first that PN Support have mis-led and no doubt won't be the last.

When moving to Full Fibre (and indeed SOGEA  where FTTP isn't available) you have two choices to keep your landline number.

The fist is to move to an ISP which offers both internet and VOIP. Plusnet will transfer you to EE free of charge but, depending on your contract, you could move to another ISP like Zen Internet who have a good reptutation. Moving ISP is the easy option as you have no work to do setting up your phone and there would be little downtime.

What ever you do, you lose PN Add Ons like e-mail.

Your other option is to stay with PN and use an independant VOIP provider like A&A (there are plenty of others). This can involve some work / cost in getting your phone set up to use VOIP and has a few days downtime. May work out cheaper in the long run but gives you more choice in the future. As stated you have 30 days to port your number but this cannot be initiated until PN confirm you're up and running on Full Fibre

Brian

[#5]

"Can anyone explain what is going on and what I need to do?"

If you wish to retain the Plusnet email address, wait (an unknown time) until the Plusnet email addresses move to Greenby.

The process seems to have started but it is not clear when it will complete.

Only once your email has moved, change the broadband service to EE.

EE may or may not honour the offer they made earlier at that point.

Otherwise give up the Plusnet email and move to EE.

[#6]

Suggestions of misinformation are hard to substantiate from the OP.  There’s a fine line between inferring misinformation from incorrect deductions.

The OP does not state what their requirements were as expressed to the agent.  If their stated requirement was to keep broadband and phone together, then the only option which Plusnet will offer is to go to EE.  They have offered a time limited deal - to take or leave.  There are other all in one suppliers, there are also other options, it’s not for Plusnet to offer those.  There’s lots of information around on those options available to those wanting to read.

The OP does not read as anyone suggesting that the migration to Greenby has a definite time line, nor that individuals can influence the move by contacting Greenby.  The narratives just run together, facts followed by a statement of direction.

It is possible to renew the service as is now … and at a later date reconsider the move to EE.  There are always choices to be made - not all choices will have all the cherries.

[#7]

"not all choices will have all the cherries."

I'd suggest no choices will have all the cherries.

[#8]

BT have positioned Plusnet as a cherry-less ISP (maybe suitable for any suffering from fructophobia?)

[#9]

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@grumble wrote:

I'd suggest no choices will have all the cherries.

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Renew the service as is, for just now does have all the cherries for today..

That allows the OP time to consider the options, which they’ve not considered previously prior to coming to the end of their current introductory discount.  In the meantime their email service will have been migrated to Greenby which “protects” the service on swapping away from Plusnet, should they chose to do so.

Arranging separate provision for VoIP following a switch to SoGEA with Plusnet is not cherry less.