Greenby migration - how to get connected when it's done

[#1]

Apologies to other forum users if I'm late to the game here and the questions I'm about to ask have already been answered elsewhere, but I've just received formal notification from Greenby that migration for accounts like mine will begin soon. I:m told the transfer of mailboxes will start on 16th February.

I know many other Plustnet customers have already been migrated, so it's practical advice based on their experience I'm after.

First, a summary of my situation.

** Greenby emailed me at my default address in the format username@username.plus.com, though the email address I use all the time is in the format myname@username.plus.com.

** I routinely access Plusnet email every day through Outlook365 on my desktop PC and the Mali app on my iPhone16.

** I have access to Plusnet webmail, but only use it as a back up.

Now my questions:

1) How will I know when my migration is complete? 

2) Will my email as currently configured with Plusnet simply stop working when migration is done?

3) What EXACTLY will I need to do to get Greenby email working properly on desktop iPhone and webmail?

4) Will I have to make complex changes to things like server settings myself or does some/all of this  happen automatically?

5) If I get into trouble, I will presumably no longer have access to either Plusnet's wonderfjul customer service human beings or this Forum for advice. What is the user experience with Greenby's customer service operation so far? (I've heard dire reports).

Answers to these questions would be hugely appreciated - along with any other advice you think might help me navigate the forthcoming transition - which I confess i'm approaching with some trepidation!

[#2]

Now my questions:

1) How will I know when my migration is complete? 

You will receive an email from Greenby to the default email address of your account.

The migration is on an account basis and so any additional mailboxes will be transferred at the same time.

2) Will my email as currently configured with Plusnet simply stop working when migration is done?

No, see answer below

3) What EXACTLY will I need to do to get Greenby email working properly on desktop iPhone and webmail?

You should not need to make any changes to the configuration of your email clients.

4) Will I have to make complex changes to things like server settings myself or does some/all of this  happen automatically?

No, all the server settings remain as they are. When your account is migrated all the server URLs such as imap.plus.net are automatically redirected to the Greenby systems

5) If I get into trouble, I will presumably no longer have access to either Plusnet's wonderfjul customer service human beings or this Forum for advice. What is the user experience with Greenby's customer service operation so far? (I've heard dire reports).

Greenby have online support. There does seem to be anecdotal evidence of difficulty in getting support from a real person.

[#3]

In retrospect I should have made a backup of my Plusnet email (as a PST file) before the Greenby migration as I seem to have lost all my sent mail.

Having said that I don't use the account to send much so it's possible there isn't much to migrate.

The incoming mail is all present back to 2008

It would have been a worthwhile precaution so if you have a chance (pre-migration) it's worth doing.

[#4]

Thanks to @MisterW  for the reassuring advice.

And to you @markhawkin for the tip.

I'm not always this discipllined, but as it happens I've always backed up all my Plusnet email data in a .pst file quite regularly so I'm OK on that score.

Interestingly, because I was curious, I've just logged into to Greenby's webmail. I can log-in to my Plusnet account using existing credentials and see all my emails - Inbox and Sent. I

can't yet send an email though. Trying to do that  generates an SMTP Error.

[#5]

Hi there. Not sure whether this addresses your specific questions, but this might be helpful to any one who has nearly had, or may be about to have a nervous breakdown, after being migrated to Greenby. I had happily been with Plusnet for over 20 years, and was very apprehensive about the move to Greenby. In a nutshell it was a complete disaster...login did not work, Plusnet number that Greenby provided did not work, (spoke to Plusnet on the number that I have always had, and they eventually and patiently managed to log me in. Greenby had 'lost' most of my email folders. There is no telephone number, or facility with Greenby to speak to an actual person, so I spent two days trying to get various chatbots to arrange for an 'agent' to speak to me (which never happened, despite several  assurances that someone would be in touch asap) I had to cancel an urgent meeting regarding my very ill grandchild because I could not access the info that was in one of the lost folders. At that point, I decided to leave Greenby, and signed up to another broadband provider...one that I had actually heard of. Unfortunately there have been issues with OpenReach, and my start date with new provider has come and gone. 

Now, here is the thing that I did not know, and which was not mentioned anywhere in Plusnet's email telling me that I was being migrated...Plusnet are are only migrating existing customers who have a landline!! Had I known that in the beginning, I would happily have given up my landline in favour of full fibre. Why on earth did Plusnet not make this clear in their migration email? Hopefully, I will be back with Plusnet as a full fibre customer in a few days' time.  

[#6]

@kater1 

.Plusnet are are only migrating existing customers who have a landline!

where have you got that idea from ?

The email migration has nothing to do with whether you have a landline or not.

I think you're confusing the email migration to Greenby with Plusnet not offering digital voice and recommending that customers who wish to keep a landline, transfer to EE

[#7]

@MisterW 

 I decided to leave Greenby, and signed up to another broadband provider...one that I had actually heard of. Unfortunately there have been issues with OpenReach, and my start date with new provider has come and gone. 

Be interesting who @kater1 has been speaking to about the email migration and how the narrative has been conflated to be a change of broadband provider.

[#8]

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@Dan_the_Van wrote:

Be interesting who @kater1 has been speaking to about the email migration and how the narrative has been conflated to be a change of broadband provider.

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Seems pretty obvious.  OP fed up with the Greenby mess, rightly blames PlusNet for causing it and jumps ship for broadband AND email, as a way to punish PlusNet for being so silly.

As predicted, working 'included' email was one reason folks stayed with PlusNet.  Now the reason does not exist...... they leave.

[#9]

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@mwwagain wrote:

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As predicted, working 'included' email was one reason folks stayed with PlusNet.  Now the reason does not exist...... they leave.

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But they then find that their chosen supplier doesn't provide email, so still have 'migrate'.

[#10]

Hello Superuser. As you can probably deduce...I am guilty of the twin sins of being not only very tech un-savvy but I am also an old person...sorry about that. All I can say is that I had been aware for some time that Plusnet were changing to full fibre only, but as I was looking after an even older person than I at the time, and needed  to keep my landline, I decided to stay with copper cable for the time being. What I am trying to say is that for whatever reason (lack of information, old age, being a technophobe, or just plain stupidi), When I was informed that I was being migrated, I didn't know that I had the option to stay with Plusnet if I chose go with full fibre, Also, at no time did Plusnet inform me that I could move to EE if I wanted to keep my landline. As it happens, I no longer need, or use it.

BTW...to whoever posted the comment...I did not 'jump ship' just to let Plusnet know they were being 'silly'...I was sad and disappointed, more than anything else, and thought I had no choice.. But I definitely jumped ship when I discovered how awful Greenby were!

Anyway, nearly back with Plusnet (not sure I ever left in the first place) just as soon as full fibre is up and running.  

[#11]

@kater1 

All I can say is that I had been aware for some time that Plusnet were changing to full fibre only,

That's not quite correct!. Broadband is still available via the copper line (SoGEA) (Plusnet confusing call it Fibre!) or Full Fibre(FTTP). However, Openreach have designated some exchanges where Full fibre is widely available, as 'fibre priority'. In this case ISPs (including Plusnet) are only allowed to place new orders for Full fibre.

When I was informed that I was being migrated, I didn't know that I had the option to stay with Plusnet if I chose go with full fibre

The migration ONLY affected the email service, your broadband service would have continued as was!

Was the migration notification not clear that it only affected your email service ?

[#12]

@kater1 

"I am guilty of the twin sins of being not only very tech un-savvy but I am also an old person"

On this thread there are at least two maybe more Septuagenarian's. You don't have to be old not to be tech savvy, thats where this forum helps, age should not be used as an excuse not to understand something.

[#13]

Hi MisterW.

Ahhh....now I understand. I had always been under the (wrong) impression that broadband and email were one and the same!

Thank you so much for your gentle tutorial. I had another look at the email telling me about the migration, and the word 'broadband' was not mentioned once. Every day is a school day!

[#14]

Every day is a school day!

It certainly can be, and at our age (another Septuagenarian here) we've had plenty of opportunity for school days😁