Greenby Webmail Flakey

[#1]

Thanks for confirming @steveg @Davidspeers @scuda1 

[#2]

reply to Voodoorising

For me, Greenby are non-responsive and a nightmare company.

Today, the AI said that it was putting me through to an agent at Greenby at 12.30pm and I'm still waiting 😡

I've just joined this community and due to not being able to see my emails, couldn't confirm my address to use this forum. I called plusnet and ' [CSA Removed]' answered and asked me to log into Greenby using my 'username' and 'password' and that worked, BUT I didn't have any email. 

THEN as if by magic, some emails appeared in my Outlook inbox?!

I'm still very frustrated at having spent 2 precious hours trying to get assistance with a company who are meant to be at the top of their game!? G*d help us PlusNet migrators 😭

ps: [CSA Removed] at plusnet was patient and listened even though I was very frustrated! At least PlusNet were there when we had issues and didn't hide behind AI by way of not being responsible for problems they cause?

Moderators Note: CSA name removed as per Forum rules

[#3]

To bozwell - ditto, ditto, ditto

I, 100%, feel your pain and I feel stress. I am not a business, but rely on emails like others do and it's most frustrating when you do nothing wrong, but are penalised by not being able to receive or read your emails 😭

AND for all of us, that is time that we will NEVER get back! I have so many things to do and I've just wasted precious time with 'useless' Greenby. Twice in two months they've scuppered my email 😠

[#4]

Like others here, eMails have been very intermittent for a few days, both with my mail program (eM Client) and via webmail.  But unlike others I've had no communication from either Plusnet or Greenby, so I don't know whether I've migrated or not.  This transfer is a shambles.  I've been with Plusnet since 2008 for Broadband, eMail and phone, and have always stuck with them because the customer service was so good, despite cheaper offerings elsewhere.   But this eMail transfer has been a big mistake.

[#5]

I have managed to get into Roundcube for 30 minutes out of the last 24 hours - what sort of service is that

It's not Plusnet who have sold us down the line - it's parent BT demarding Plusnet to downsize and remove us all from their Plusnet email service. It's part of BT's "rebranding strategy" - as I mentioned earlier - and it's not me saying this, as I searched it and read it online.

[#6]

Here's what I just found when I typed into my search: 'What happened to Plusnet?'

"Plusnet Mobile has closed down as part of a strategic shift to focus on the EE brand, which is now the main mobile network under BT Group. However, Plusnet's broadband services continue to operate normally."

Continue to operate normally?? Plusnet was 'the' ISP in the country and then they got taken over by BT. I wonder if BT's "strategic plan" is to eventually close down Plusnet altogether?

Plusnet were the best - end of...

[#7]

"Were" 😞 

Its pretty sad that BT are taking this stance. I suspect they will merge everyone under one brand.
Ive been with Plusnet 26yrs ... initially "Force9"
Early days they had excellent customer service. 
Tragic

[#8]

Yep. Used to be a good outfit. You could call or email and got a reply! A helpful one! From a human being! From Yorkshire!!

We've seen this kind of thing before - If you've ever used a company that got took over by GoDaddy you'll know what I mean. The basic business plan seems to be get rid of the customers with clue - then you can reduce support costs by degrading it and up your prices. Those who remain will just go "mooo" like the good cash cows they are ;-(

I'm planning to have my email migrated to my domain hosting company (Mythic Beasts) before my scheduled "migration". And probably out of Plusnet as ISP when they break my current deal by withdrawing the landline.

[#9]

I gave up with Greenby

[#10]

Hi @James_B 

Thank you for your reply.

At this time the Greenby system is behaving itself :fingers crossed:

I note from the Enix Ltd website that their core business is Hosting and online education.

Also, that they say Greenby has 1M customers which I understand & surmise are the current number of migrated PN customers.

As you have likely noted many of us, me included, very much appreciated the PN service and accessibility of you guys(and gals) like yourself who would engage in individual and community support.  That level of service seems to be sadly lacking in regard to Greenby.

Another surmise is that they have had the the PN customers progressively migrated and in due course that will be 100% migrated.
One can only hope & trust that they manage to build a better & more resilient system.  Though why didn't they have such a system from day one of their contract???

Also, that they put more people on the 'ticket handling'........to not even acknowledge a ticket beyond the label of "In Progress" for days without any sort of update is lamentable

Many thanks

[#11]

I sometimes use Chap GPT when I'm looking for information on the 'net and which is normally quite good, when I 'asked' about Greenby it came up with:-

"…customer experiences with Greenby have been overwhelmingly negative, especially for people whose email was migrated from Plusnet.   Based on recent customer reviews:

❌ Common complaints

Users report major issues such as:

• Failed or incomplete migration from Plusnet, missing emails/folders
• Problems logging in or inconsistent account access
• Difficulty sending or receiving mail properly
• Slow or unreliable webmail interface
• Poor spam filtering and security problems
• Very limited (or effectively no) human customer support — you typically only get an AI chat bot and email tickets; no phone support seems to be available
• Slow, unresponsive or non-existent follow-up from support agents
• Frustration that Plusnet “dumped” its long-standing customers onto Greenby’s platform without adequate support or communication Trustpilot

On Trustpilot, Greenby shows a very low trust score (~1.5/5), with most posted reviews critical of service quality, technical issues, and customer support. Trustpilot"

Sorry to rake up old complaints which we've all aired on here but I think it sums it up nicely...

Incidentally my email service appears to be behaving itself at the moment so I live in hope...

John

[#12]

No problem, @Routefinder 

I appreciate your honest feedback and I'll pass it on to the right people for you.

James

[#13]

It was working ok earlier this morning but it's down again , no in or out. Totally unreliable.

[#14]

Do Greenby have any customers who are not ex-Plusnet mail customers? (Greenby being a part of Enix, which appears to have been created for the sole purpose of migrating e-mail from Plusnet?).

If anyone has any thoughts which are contrary to my above observations I am willing to entertain corrections.

[#15]

Do Greenby have any customers who are not ex-Plusnet mail customers?

No, Greenby is an Enix brand created solely to migrate Plusnet mail customers. They do have other brands notably Hostpresto & Ecohosting which provide somilar services to other customers https://enixltd.com/