Greenby mail after leaving Plusnet

[#1]

I'm assisting a customer who had to switch from Plusnet to EE since Plusnet aren't offering a digital phone service. The migration completed yesterday. This morning, their Greenby email was still working (via Thunderbird and webmail) on the EE connection, but they did receive an email from Plusnet saying their mailbox had been deleted. Fine, I thought — that's because they're with Greenby now. But this afternoon, Thunderbird can't send mail and the customer can't log into webmail either. Is this normal, i.e. does the customer lose their Greenby mail service if they leave Plusnet as an ISP?

[#2]

What makes you think that their email service is with Greenby?

Email is being migrated to Greenby brand by brand, account by account.  If a mail account has been migrated to Greenby and then a user leaves PlusNet, the email service will continue to function, but if this is a mailbox@account.plus.com then there is an interim gotcha if the user leaves Plusnet.

I will escalate the gotcha and see if it is applicable here.

If the user's mail account has not yet migrated, then it is gone and the experience is as expected and indeed as advised.

[#3]

@medwds 

i.e. does the customer lose their Greenby mail service if they leave Plusnet as an ISP?

They shouldn't!. As long as the email migration to Greenby had completed BEFORE leaving Plusnet , then access to email via Greenby should still be available.

However, currently outgoing mail for migrated plus.com accounts is still going directly via relay.plus.net and NOT via the Greenby proxy and so will require using the Plusnet account credentials. Since the account is closed, those creds are no longer valid.

but they did receive an email from Plusnet saying their mailbox had been deleted.

Thats almost certainly an automated notification that does not know anything about the migration to Greenby.

[#4]

So I can take a deeper look, can you send me the username/email address please (PM it to me). 

[#5]

@Townman I know the customer's mail is with Greenby because I helped them with the migration to Greenby several weeks ago and it's been working fine until now. They do indeed have an address like mailbox@account.plus.com so perhaps the "interim gotcha" you mention applies.

@MisterW Thanks, that's helpful. It sounds like the outgoing mail credentials issue could be what I'm seeing. Perhaps this the "interim gotcha" already mentioned. (As for why webmail isn't working, that's just what the customer told me; I haven't verified it, so it could well be user error).

@plusnettony Thanks, I'll message you.

[#6]

@medwds … I’ll follow this up with a PM.

[#7]

To confirm, everything is migrated. If you could look at Towmans PM, I think this will fix the issue. Thanks

[#8]

Good morning

For the same reason as the OP I'm leaving Plusnet (after 16 years!). In fact my broadband is already up and running with the new provider but my Plusnet account is still active while in the "notice period" up to 26 February.

My Plusnet email (name@account.plus.com) was successfully migrated to Greenby on 16/12/25 and has been working fine (receiving/sending) since then.

My question is will I also fall foul of this gotcha when my Plusnet account is finally closed on 26 February? If so can it be sorted prior to that date so I don't lose the ability to send emails?

[#9]

@MisterW @plusnettony 

This gotcha regarding outgoing mail seems pretty serious. How long is it going to persist? Until after everyone has been migrated to Greenby or what?

I think a lot of people are thinking, like me, about changing broadband provider later this year when our present contract with Plusnet expires and are assuming that we will still have a working .plus.com email if we have already been migrated to Greenby by then. It's beginning to sound like we won't!

[#10]

How long is it going to persist? 

I dont have that information I'm afraid

[#11]

what is this " Gotcha " as my broadband contract ends May

Is it something i need to be aware of before arranging a new provider.

Email with greenby now which gives me more choice of BB providers to select from.

Thanks

[#12]

@kenm refer to this https://community.plus.net/t5/Email/Greenby-mail-after-leaving-Plusnet/m-p/2034979#M57314 post above

[#13]

There is no major panic here.  Email will not totally stop working, but one might need to make changes to the outgoing server configuration if the core of the gotcha (not directly connected to the migration programme) is not mitigated.

This is NOT a 'dead in the water' issue.