Emails delivered to Junk in Greenby webmail

[#1]

I've just spotted this comment in balvack2's post of 16th Feb: "I've been logging into webmail regularly since being migrated to Greenby in December 2025 to retrieve the not-spam emails (including emails from Plusnet!) in my Junk folder." This reads as though it's a known issue. Is it? This is my experience:

For email I use Outlook with POP3. I would normally only have looked at Plusnet Webmail if there was a problem with Outlook. When I did use Webmail, what I found was what I expected, i.e. I would see in the Inbox any mails that had arrived since I last used Outlook. I wouldn’t expect to see any new emails in any other folder. When I next opened Outlook I would expect to find those newest mails there as well. Conversely, if I opened Outlook first and downloaded the new emails, then went into Webmail, I would not expect to find those latest emails there. 

Since the migration to Greenby, when I go into their Webmail, I always find a large amount of (probably) junk that has been put into the Junk folder. Those mails have never arrived in Outlook so I didn’t know they existed. Yesterday I found one such email that was (apparently genuinely) from Plusnet, about the forthcoming increase in my monthly Broadband payment.

So, four questions: 1, Why is this happening? 2, Who/what decides what counts as Junk? 3, Are there settings that I can change? 4, anyone else have the same problem?

Thanks in advance for anyone's comments.

[#2]

Have a look at the GreenBy portal to see what Spam settings are available.

It is possible to have a POP3 and an IMAP view of your mailbox configured in MS Outlook,
to do this first modify the POP3 configuration to leave say 90 days of email on the server
so there are emails for the IMAP view to display.

Hopefully the IMAP view would be like WebMail and would show the Junk / Spam folders.

[#3]

The most comical is that an OFFICAL PlusNet service email - advising me of the 1 April price rise - has been deemed spam by Greenby.

There would be a reasonable case for 'failing to advise' of a price rise, given that Greenby is an arrangement created by PlusNet.

[#4]

@mwwagain wrote:  There would be a reasonable case for 'failing to advise' of a price rise, given that Greenby is an arrangement created by PlusNet.

The annual price rise is probably in the contract you agreed to.

[#5]

Havng now found it, this was with the default 'spam score threshold' setting of 3

[#6]

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@redsox9 wrote:

@mwwagain wrote:  There would be a reasonable case for 'failing to advise' of a price rise, given that Greenby is an arrangement created by PlusNet.

The annual price rise is probably in the contract you agreed to.

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It is a requirement of the Direct Debit system to advise changes to the amount being collected, regardless of the underlying contractual positiom

[#7]

@mwwagain Out of interest, is possible, as with Plusnet, to tell Greenby to allow all mail through irrespective of their perceived 'spam' scoring?

It probably won't affect me, as I am still with PN, but in the process of moving my mail elsewhere - before I get thrown into this quagmire.

[#8]

@jab1 there's an option to turn off anti-spam completely

[#9]

@MisterW Thanks. Let's hope it works, but given the random behaviour of Greenby....

Must get my move progressed, sharpish.

[#10]

Thanks everyone for comments and suggestions. Still open to more, if anyone else has found this behaviour - glad it's not just me!

[#11]

Not if you're a Metronet customer.   There's no control over spam whatsoever,  and Greenby have confirmed this (see the "deluge of spam" thread). 

[#12]

An update, for anyone who's interested. I found Greenby's spam settings, which weren't obvious to me. (FYI, on the 'Welcome' screen, under 'Recent Products' select 'Email - Connected', your email address, and MANAGE. Go to SETTINGS and find Anti Spam). It was set to 3 and the advice was to put it to a higher setting if you were having non-spam sent to your Junk folder. I set it to 10, expecting that EVERYTHING would go to the Inbox and hence to Outlook, for me to make my own decision as to what was and wasn't junk. To my surprise there was no spam at all and I don't know how to interpret that. In the meantime, I decided to adjust the spam setting by 1 point every day and to monitor the results. So today I set it to 1 and I'll keep a note of results.

[#13]

@Hortense wrote:

In the meantime, I decided to adjust the spam setting by 1 point every day and to monitor the results. So today I set it to 1 and I'll keep a note of results.

Good luck. I found the Greenby spam filter to be dyslexic.

[#14]

I've now completed my 10-day experiment of increasing the Greenby spam setting by one point every day. I can't claim to understand the logic behind the results, but in general, as the setting increased, the total amount of junk found in Webmail decreased, and also, by the time I got to 10 again, no junk was going into the Inbox and no non-junk was going into Junk. The contents of the Inbox were arriving in Outlook. I shall be leaving it at 10 and no longer checking Webmail every day (which was the purpose of the exercise). If I occasionally miss a genuine email, so be it – that can happen anyway for all sorts of reasons. If I remember, I will periodically have a look at Webmail, maybe once a month.

Thanks to anyone who has read/commented/shown an interest in this saga.