Greenby Free for 30 days but should be 2 years

[#1]

Hi,

I have just received the email about the migration to Greenby for an old Plusnet account (originally dial-up) but it states Free for 30 days, instead of 2 years.

How do I go about getting this legacy account extended to 2 years since I am a current Plusnet broadband customer.

Thanks

[#2]

You can try tagging @plusnettony to see if he can help you.

[#3]

Thanks, I have added @plusnettony to the Tags.

[#4]

Hi @steed.

Thanks for coming to the community.

The Greenby email page confirms that active Plusnet Broadband customers receive the service free for 2 years after migration. For anyone who isn’t an active broadband customer, the free period is 30 days.
 I'd recommend getting in touch with our customer support team over the phone so they can check your account and look into this further. 

Debbie

[#5]

Hi Debbie,

Thanks for the reply. I will contact customer support.

The original "Important information regarding your email" message stated "We’ve arranged for the service to be free of charge for the first two years, Greenby will then be in touch to inform you of any future charges "

But the "Welcome to Greenby" email stated 30 days, and also 30 days on the Greenby portal website.

[#6]

Thanks for coming back to us, @steed.

I know it would be confusing to receive two different messages. When you speak with our customer support team, they’ll be able to check your account details and look into this further to help get things sorted.

Debbie

[#7]

Hi Debbie, 

I have contacted customer support and they have said that even though I have an active broadband account under a different account name, they cannot add a legacy account so it is only for 30 days.

Is this correct?

I am sure I have read on these forums of others in a similar situation where any old legacy accounts would be extended for 2 years if you currently had a Plusnet broadband product.

This post https://community.plus.net/t5/Email/Plusnet-migration-to-Greenby/td-p/2024603 seems to confirm, but requires manual intervention.

[#8]

@steed I am sure I have read on these forums of others in a similar situation where any old legacy accounts would be extended for for 2 years if you currently had a Plusnet broadband product.

In these situations, where the legacy account is used for email and the current Plusnet account either has no email facility or is not used for such, the 'system' attempts to programmatically recognise this by matching account details. It then appllies the 'free for 2 yrs' to the legacy account. Sometimes this matching may not work since the legacy account may have different details e.g an old address.

As advised , a call to support ought to be able to rectify this. If not then post back and I'll escalate it.

[#9]

@MisterW Thanks for the information.

Telephone support said they couldn't help and couldn't transfer me to any other technical support that might be able to.

They said the old Plusnet legacy account was an email only account. Although it does also have webspace as well.

My current Plusnet account is also very old (20+years) so does have email and webspace.

The postal address and telephone number on both accounts is the same, although the first name is different on the legacy account (but same surname).

If you could please escalate the issue, it would be much appreciated.

[#10]

My current Plusnet account is also very old (20+years) so does have email and webspace.

@steed do you use email and/or the webspace on that account ?

Note that only one of your accounts is eligible for the 2 yrs free

[#11]

@MisterW 

Yes, I use email on both the legacy account and my current broadband account.

So you are saying that if you use email/webspace on both a current broadband account and the legacy account, then you can only have the 2 years on one of them?

This throws up another potential issue for me then. I also have a legacy ic24 account that we still use the email. So would that also mean that ic24 account would only be eligible for 30 days as well, instead of 2 years?

[#12]

So you are saying that if you use email/webspace on both a current broadband account and the legacy account, then you can only have the 2 years on one of them?

@steedyes that's my understanding. Strictly speaking the 2 yrs free only applies to the email / webspace components of an active broadband account.

The transfer to a legacy account was only designed to handle.the situation where the user had to create a new Plusnet account for some reason but needed to keep the legacy email account and did not want to use the email facility of the new account.

legacy email only accounts were chargeable but became free only because the new billing system introduced a few years ago couldn't charge for them.

So I'm afraid now, AIUI only one of your accounts will be free for 2 yrs

[#13]

I think that you are somehow expecting this to be fair or make sense. Nope. All they want is your money. Top Tip - Run away!