Can we get an update on the Greenby migration please

[#1]

further to above, it would appear that the reason emails stopped coming in could be due to the fact that my mailbox was full, deleted a few items and mail seems to be working again. However I notice that my web domain, linked to the freenetname account,  cannot be reached anymore, getting "ERR_CONNECTION_TIMED_OUT". Could this be down to the migration?     

[#2]

Hi Mike,

The time out has a tenuous connection to the migration - when migration is running, the mail servers can get stressed, something which the webmail clients are overly sensitive to.  Using a device based IMAP email client is more tolerant of stress as the send / receive is asynchronous to using the application and time outs are handled more gracefully.

[#3]

I've also ran similar programmes at Vodafone where  I ran the analogue to digital migration, plus the migration of a couple of small mobile operators that we bought, then at O2 I was recruited to do similar work. 

The commercial risk for Plusnet is that by splitting out the email from the ISP it makes it easier to change ISP provider and so anything to help retain customer by ensuring customers have a smooth migration to Greenby would be helpful. It should be in the business case as a revenue risk and a reputational risk.

[#4]

@Sea_Spaniel

Flagged here
https://community.plus.net/t5/Plusnet-Feedback/Brand-and-Reputation-Risk-from-Greenby-Email-Migratio...

[#5]

hi @Townman ,

do we have any sort of time estimate for when you'll start moving plusnet email accounts across.

is there a way to request a move right now?

i'm thinking of leaving plusnet ( sad face ), but will want to keep the email address, is this still possible?

cheers

pete

[#6]

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do we have any sort of time estimate for when you'll start moving plusnet email accounts across.

is there a way to request a move right now?

i'm thinking of leaving plusnet ( sad face ), but will want to keep the email address, is this still possible?

cheers

pete

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I'm afraid I don't have any date that Plusnet will move in full, but some Plusnet accounts have started so maybe sooner rather than later depending on if what you have on your account. For example, if you have a domain, you'll be toward the end of the list.

I hope that we can keep you as a customer for broadband, and I hope our service and support is everything you'd need. If you do decide to leave though, the email would only be available to be kept if migration of email happens first. 

[#7]

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@plusnettony wrote:

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If you do decide to leave though, the email would only be available to be kept if migration of email happens first. 

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could you clarify what this statement means please?

does that mean people who have already left plusnet but retained their email will not be migrated?

does that mean that if i leave now and ask to keep my email you will no longer do that? or that you will but that it won't be migrated

is there a help page stating all of this somewhere? 

[#8]

Assuming you have broadband with us, and want to keep your email, you'd need to remain a customer up to the point where the migration of the email occurs. 

[#9]

@plusnettony sorry to be picky, well i am autistic so i'm not. i want black and white clarity here and each of the questions answered ( i help friends and familty with tech stuff so not just for me )

1. does that mean people who have already left plusnet but retained their email will not be migrated?

2. does that mean that if i leave now and ask to keep my email you will no longer do that?

3. or that you will but that it won't be migrated?

4. is there a help page stating all of this somewhere? 

[#10]

@bluewhale 

You have not been able to retain your email service on leaving Plusnet for quite a while now.

Those who left and asked to keep their email before this perk ended will be transferred.
If you leave before your email service is fully transferred to Greenby, then your email service will end and all data retained on Plusnet’s servers deleted.

If you stay with Plusnet until your email is fully transferred to Greenby then you can keep it.

[#11]

@bluewhale 

1. If, like me, you left PN, but did so while the option to have a 'mail-only' account was available, you will still be migrated.

2. The option to retain a mail-only account no longer exists, so if you left PN now, you would lose the email.

3. See above.

4. No. 

@Baldrick1 beat me to it.

[#12]

1. does that mean people who have already left plusnet but retained their email will not be migrated? 

They will but they will be charged £15/yr after the first 30 days unlike a Plusnet customer who gets 2yrs free.

2. does that mean that if i leave now and ask to keep my email you will no longer do that?

Correct , if your email hasnt migrated to Greenby yet, then when you leave , your Plusnet account is closed which removes the email service

3. or that you will but that it won't be migrated?

See above

4. is there a help page stating all of this somewhere? 

Yes, here https://www.plus.net/help/email-account-changes/

[#13]

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1. does that mean people who have already left plusnet but retained their email will not be migrated?
This depends. If a customer has a legacy account, it would be transferred unless were were asked not to. If it's newer account and you left, you'd lose email IF the account closes prior to the email migration. 

2. does that mean that if i leave now and ask to keep my email you will no longer do that?
In recent years, this was never a possibility 

3. or that you will but that it won't be migrated?
If you left now, with no email migration planned, you'd lose your email with us. 

4. is there a help page stating all of this somewhere? 

FAQs are at Greenby and Changes to Plusnet email accounts | Help | Plusnet. I hope these cover your specifics. 

I think it would be best if you describe your situation so we can answer your questions specific to you. If I understand your situation correctly, my previous post should confirm your situation. 

[#14]

hi @plusnettony , @Baldrick1 ,

so i help others in family friends, but what prompted for me is that my contract is coming to an end and was looking at what to do

unfortunately we still use the plusnet email address for a few things and trying to fully migrate off of it in time would be very hard and risky, yes i know we should have done a while ago, but getting my partner to do stuff is tricky

anyway there is a big difference in price between what plusnet offer for our fibre and what community fibre offer, so would probably have wanted to move

now we can't as losing that email address when it's still registered with other places is a risk.

we've been with plusnet a long long time and would've wanted to stay, but the writing is on the wall for what BT are doing ( seemingly driving plusnet to a cliff edge at high speed, or maybe getting it ready for sale? )

can i ask a further question, if someone is on the two year free after migration, but then leaves plusnet does that continue, or is it only free whilst STILL with plusnet

also can it be looked into having the ability to manually request a migration, as you've said that plusnet ones are now moving, i can't see a tech reason for this not to be possible?

cheers

pete

[#15]

good grief plusnet, are you seeing the trustpilot stuff on greenby

https://uk.trustpilot.com/review/greenby.com