Email has stopped working

[#1]

Can't send or receive emails. Been like this for a number of days. I'm only just learning about the migration (had no email from Plusnet to say it was taking place) so I don't know if the issue is that or something else. 

[#2]

Same here. Had no email for over a week, though sending seems to work. The last one I got said "welcome to Greenby"! Incoming emails just dosappear.

Something has obviously broken. How can I retrieve the emails that have been sent to me?

[#3]

Hi @ECox and @g7mzh. 

Please take a look at our Changes to Plusnet email and domain FAQs page for the steps you need to take. 

Have you both tried logging in via Greenby?

Katie

[#4]

Your link doesn't work. Yes, tried logging in by Greenby doesn't recognise me. 

[#5]

Sorry about that @ECox. 

Could you please try the link again?

Katie

[#6]

Nothing on this page is helping me. I had no idea this migration was occurring until my email stopped working and I came here on the forums to ask for help. Plusnet never sent any letters or emails to say it was taking place. I can't log into Greensby with my details either. 

Additionally, I realised I hadn't checked if I could send emails, and find that appears to be working. It's receiving emails that is the problem. I haven't received mail in about a week. Nothing has changed on my settings and logging into Plusnet's webmail duplicates the same problem so it's not my email software.

[#7]

Hi @ECox 👋

I've just sent you over a private message so we can take a closer look into this.

Speak soon,

Peter 

[#8]

After raising a support ticket, I've now havd a phone call from Eliza. She explained that to long in to Greeby, what they need is not, as we logically assumed, the email address, but simply the hostname. This then shows all mailboxes on that account. This was never explained and does not appear in any documentation that I can find. (The page linked to by Katie is pretty useless). 

Having done that, I still have no email because Greenby have cut me off due to non-payment! Nice of them to tell me (!) Despite the fact that my old email-only account (the one you pay for) should be linked to the existing ADSL account, as described by Tony of this parish, but it hasn't been. 

I'm told that someone from Greenby will call me tomorrow, so hopefully they will be able to sort it out. I'll let you know!

[#9]

"After raising a support ticket, I've now havd a phone call from Eliza. She explained that to long in to Greeby, what they need is not, as we logically assumed, the email address, but simply the hostname."

By "simply the hostname" do you mean your Plusnet account username name? (Which occurs as the first part of a Plusnet email account domain name)

You are right, AFAIAC, that this difference about logging into your Greenby Account - needed to set up your new Greenby email account - via the Greenby portal (by using your Plusnet Username and password), and logging in to Greenby webmail (using your Plusnet email address as Username and your password) was not pre-explained and did cause some initial confusion.

I'd like to think this was generally known by now...

P.S.I don't know if you had an 'ordinary' Plusnet account or one of the 'taken over' ones, or if you access your email via webmail or a client email program on your devices. 

[#10]

Thanks for that info. My problem is I do not have the password for the hostname because the main account was set up for another family member (probably by a third party supplier years back when Plusnet did business accounts) and they don't remember the password. My best bet is using Power of Attorney to proceed any further with Plusnet. I've sent a complaint to Greensby to see if things prove fruitful on their end.

I hope you get things sorted. Luckily, my Plusnet email is no longer my main email address. But I do have a few things still associated with it and I haven't had access for about a fortnight.