Changes to Plusnet email and domain services

[#1]

We’re moving our email, webspace and domain services to a new supplier. The new supplier is Greenby, and they’ll provide the Email, domain and webspace service.

You can find out more information about the changes here: Changes to Plusnet email accounts | Help | Plusnet.

For most customers you don’t have to do much right now. Unless you tell us not to, we’ll transfer your account over to Greenby automatically. Greenby will then contact you to explain how to set up your account with them, and what you’ll need to do next. 

[#2]

It seems an odd decision to outsource the email supplier. Keeping your email must surely be the main reason people stay with a broadband firm. We have certainly never looked elsewhere because we wouldn't want to change all the families' email addresses. If it is with a third party then I assume you can change broadband supplier easily at the end of each contract. Still, I guess it will make PlusNet keep their prices keen.

[#3]

@plusnettony 

Can you confirm that no Plusnet users (i.e. addresses of the form xxx@yyy.plus.com) will be moved to Greenby until the long-standing severe problem of sent emails being rejected due to DKIM failure and blocked servers has been solved?

[#4]

I am the account holder but have only just become aware of this yet it looks like this has been known about since early September (the FAQs were updated 10th September). As account holder I would have expected to be the first point of contact but have only found out because my husband has received an email today about his mailbox (albeit addressed “Dear Anne” instead of Steve!

Can someone please explain what the following paragraph means in the FAQs:

“After you have received notice that your Plusnet email or domain has been migrated please do not use an IP address to access your mail, any changes that you make whilst accessing mail on an IP will not be saved or migrated. “

How is it physically possible to connect to the internet to access your email without connecting from an IP address?

The Greenby FAQs say:

”How does the migration work?

You’ll receive notice 60 and 30 days before the migration.”  

But I have not received anything direct from Plusnet or Greenby and we are now within the 30 day period as the email my husband received says 31st October.. This is particularly worrying as Plusnet hosts my domain and I’ve had no email about the domain transfer either.

[#5]

Hi @abitpedantic,

Work is ongoing to ensure any existing rejection/spam related issues do not impact the migration to Greenby.

We will be issuing notice via email to confirm when your account will be migrated, and Greenby will then contact you once the migration is complete.

James

[#6]

@cassuki  The notification is simply to use the server name of mail.plus.net / imap.plus.net / relay.plus.net as applicable rather than using an IP which will change in the future. We noted that some customers have, for whatever reason, being using an IP to the server. 

[#7]

@David21 technically, yes, once email is migrated you could move on from Plusnet, and keep your Plus.com email address, but we hope that our value low cost, award winning, super fast broadband service will means you and others don't want to look elsewhere for broadband.