Can we get an update on the Greenby migration please

[#1]

Hi All

The last post on the status of the Greenby migration was quite some time ago now:

Update on Plusnet Email Migration

James_B on ‎06-08-2025

While I fully appreciate the sheer scale and complexity of this work, it would be really helpful for both your users and responders to have an update on this. I suggest a pinned and periodically updated post (closed to user replies) showing:

1) Which email services have already been completely migrated

2) Which email services are currently in progress, the percentage completed and anticipated finish date

3) Which email services for which the migration has not yet started and an estimate of when they will begin

The post should be closed for user replies as this will only create clutter and defeat the purpose of it being purely for progress updates that everyone can easily find. 

My main email is on Force9 and has no associated broadband service. I was notified on 1 May that migrations would start on 30 June, then there was a reminder on 24 July and nothing since.

I also manage my parents email on Plusnet, which has a broadband account. The notification for that was on 30 October stating that migrations will begin from 24 November.

Thanks for your consideration and to all the helpers here for their tireless assistance to your many users.

Tony J

[#2]

That is a great idea.

I am originally with Globalnet and only found out 3 days ago that there was a migration to Greenby as my emails had stopped working so I found out when I phoned PlusNet about them not auto-renewing the registration of my domain and therefore it being suspended and being marked as pending deletion! I was told by support that I will have received an email about this but I have checked and no email was ever received be me (and at the moment no emails being received as still waiting for my domain to be fixed) so I have no idea what is going on with the Greenby migration and when this process may happen for me. 

[#3]

Oh dear, another piece of inaccurate advice from the front line desk.  The MAAF email services cohort are not yet in the migration schedule.  When they are, they will receive an appropriate communication.

@plusnettony are you able to arrange appropriate feed back to first line support please?

[#4]

HI Townman

Have you replied on the wrong thread? What are MAAF email services?

Thanks

Tony J

[#5]

No, the MAAF group (Mad As A Fish) which absorbed Brightview, includes a long list of legacy email brands.

Brand

Callnetuk

Care4Free

Dialstart

Freenetname

Globalnet

Ic24

Icscotland

Totalserve

Madasafish

Totalise

[Pricemc]

OK, so I see your reply was to Pricemc and not to me. This is what i was hoping to avoid with the thread I opened. I have PM-ed James B to see if he thinkss my proposal at the start if this thread can be adopted. It would certainly help all users of the forum to have this information pinned for everyone to see.

Just FYI: I received an email that my Force9 email has been migrated to Greenby today. It's "kind of" there but not working 100% yet. I have raised tickets with them.

Thanks

Tony J

[#7]

Tony,

The spectrum of the programme is vast - the question about Globalise and an individual brand fits well within what you requested.  The inaccurate advice from the support desk adds to the confusion, which needs the clarification you requested.

The programme is actually very clear if one does not panic - it is being delivered in phase - when you phase comes you will be advised - if you have not received the advice (and you are monitoring the registered contact email box) then your turn has not arrived.

Metronet is all moved.

Free-online and Force9 are in flight.

Some Plusnet accounts have received advanced comms but have not yet started.

Not everyone is at the front of the queue!

[Pricemc]

Hi Townman, The globalise comment was from user Pricemc not from me, as a side comment to my original thread, but that wasn't the point of the thread I created here but glad you helped him or her with the info you have provided. 

I already indicated that I understand the scale of the task involved with the move to Greenby but some up to date progress information (even if only estimates) on a pinned post without user replies on the forum here would benefit eveyone, including responders such as yourself, as there would be fewer questions from people who have been waiting to hear something many months after being notified that migrations would begin on a certain date. In my case, until today, the last email I received was 4 months ago and then all of a sudden I have been migrated.

No need to reply further but I hope something can be done along the lines of my orginal post at the top of this thread.

Thanks
Tony J

[#9]

Hi,

Is it too late in the project to get some better comms put in place?

I'd like to second the suggestion of a status page to provide us customers with an outline of progress.

I'm with PlusNet, have not yet migrated and would like a better view of how it's going
(I've become a control freak after years fixing system problem!).

I've had the following recent comms:-

• On 17th Oct, I received an email - "begin transferring mailboxes from 17th November".
• On 18th Nov, a "Service Notice" was added to my accounts 'Tickets' - "begin transferring mailboxes from 24th November".

There was no record in the 'Tickets' of the email from the 17th Oct (loads of other comms are there).
The 'Service Notice' was not sent by email. I (re-)discoveed my Tickets here - https://www.plus.net/wizard/?p=search - and found it by fluke.

Neither communication states if it is a 60 or 30 day notification. At present I don't have a clue when I will get migrated.

I understand this is a major project, full of traps to catch the team out (been involved in a similar migration at work) and accuracy is challanging - but i'd prefer an evolving plan rather than nothing.

Thanks

[#10]

@James_B 

Within the forum, who owns comms such as this - the project manager or the forum manager?

[#11]

Communications providers are notoriously poor at communicating with their customers in situations like this and Plusnet is no exception.

The main issue is that business comms is usually under the remit of sales and marketing and they would not see any particular value in spending effort with legacy products which are being divested.

Having managed migration projects myself I know just how important it is having everyone singing from the same hymn sheet.

It appears that there are differences between Customer service, Plusnet and Greenby communications on the information being sent to customers, 30/60 day notifications? , email login and configuration settings, as evidenced by posts on this forum.

While bumps in the road are to be expected, it's important that the customer base is prepared for that .

I would be sending out a heads up email to each cohort just prior to their scheduled migration.

For example
__________

Subject: Possible email service interruptions during migration to Greenby

Hi everyone,

We wanted to give all customers a quick heads up that we’re currently in the process of migrating Plusnet email services over to our new partner, Greenby. This move is designed to improve reliability, security, and long-term support for your email accounts.

During the migration period, some customers may experience intermittent issues, such as:

Delays in sending or receiving emails

Temporary difficulty accessing webmail

Occasional syncing issues with email clients (e.g., Outlook, Apple Mail, mobile apps)


Our teams are working closely with Greenby to ensure everything runs as smoothly as possible, and any disruption should be minimal and temporary.

If you do notice odd behaviour with your email, please bear with us—these hiccups are expected as systems transition, and things should settle quickly. We’ll update the community if anything significant changes.

Thanks for your patience and understanding while we make these improvements!

__________________
I'm happy if Plusnet want use the above, all rights waived 😁

[#12 · Accepted solution]

Hi @tjbuc,

Thanks for taking the time to share your thoughts and suggestions - I'll be sharing them with the project team in our next catch up.

In the meantime , I can see @Townman has provided a really good summary of the progress so far in message 7 (Thanks, Kevin).

James

[#13]

Many thanks James and thanks also to Townman (who is constantly helping many on the forums) for his summary and Moonman & Protech for their support.

Tony J

[#14]

> Oh dear, another piece of inaccurate advice from the front line desk.  .

@plusnettony are you able to arrange appropriate feed back to first line support please?

Speaking to @James_B about this one (amongst others re general comms). It's in hand. Thanks

[#15]

Hi Townman. Thanks for that very helpful update on the migration. 

I note "monitoring the registered contact email box". I presume the email box in question  is the one PlusNet use every month to tell me "Your PlusNet bill is ready to view". Just want to make sure I am looking in the right place. 

Thanks, in advance.

Regards