Greenby migration without consent

[#1]

Has anyone else had their Plusnet email data transferred to Greenby without consent?

Despite moving my domain and email hosting over to 20i back in August 2025, Plusnet seems to have swept my old mailbox details into their bulk customer data transfer to Greenby (Enix Ltd).

Every time Plusnet notified me about the upcoming migration, I called customer support directly to inform them that they no longer hosted my email and that I did not consent to any transfer. Unfortunately, it looks like phone opt-outs weren't properly registered in their automated system.

Greenby has now mirrored my legacy mailbox—leaving over 2,000 old emails sitting on a platform I never signed up for. When raised with Greenby, their response was that I should log into their system to sort it out, rather than them purging data that was transferred unlawfully under UK GDPR.

I've raised a formal data complaint with Plusnet's Rights Request Team and requested a full Article 17 erasure with Greenby.

Has anyone else who opted out over the phone run into this issue with the Greenby migration? How did you get them to delete your legacy data?

[#2]

Opt-Out was a click on option in the Greenby emails we received.

To delete your data will take 5 mins. 

Login to www.greenby.com using the same credential as are used for the Plusnet Members Centre.

Delete all the mailboxes.   

Close the Greenby email account.

Job done.

[#3]

As I said, I did opt out of both emails and phone Plusnet each time to make sure.

i migrated to 20i over 12 months ago so why did Plusnet have anything to migrate.

I do not want a Greenby account so why would I sign in to an account I did not want.

Surely this is a clear data breach and i have 2,000 emails to delete.

[#4]

@knappettg 

Despite moving my domain and email hosting over to 20i back in August 2025, Plusnet seems to have swept my old mailbox details into their bulk customer data transfer to Greenby (Enix Ltd).

i migrated to 20i over 12 months ago so why did Plusnet have anything to migrate.

Even though you migrated your hosted domain, the native domain <accountname>.plus.com would still remain on your account.

Mailboxes are common between hosted domains nd the native domain, hence there would be emails still there.

Not that this excuses the migration going ahead when you explicitly told them not to, but it explains why there were emails there to migrate

[#5]

Thankyou. That makes it understandable though I thought I had deleted most of my emails before I migrated to 20i.

[#6]

I have 2,000 emails to delete.

Poppycock, you have had many months and did not bother to clean up,  why gripe now ?

In the Greenby portal the mailboxes can be deleted with couple of clicks.

[#7]

Please do not be rude. If you read my original post it is clear that I did everything that was asked of me to ensure there was NO migration to Greenby. But Plusnet still migrated data to Greenby against my express wishes. That is a data breech. 
Why do you consider it is not?

[#8]

Deleted - multiple follow-ups have been posted covering what I had written, whilst I was distracted from pressing POST.

However, reflecting further ... 2,000 emails received since when?  If these were received AFTER the migration of the domain name away from the Plunest service ... are they all spam / junk addressed to @youraccount.plus.com ... or are they from services you forgot to change the email address with?

[#9]

They are all from before I migrated to 20i so over 12 months old apart from ones since migration from Plusnet!

[#10 · Accepted solution]

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@knappettg wrote:

Surely this is a clear data breach and i have 2,000 emails to delete.

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But is it? I agree that having asked not to not to be transferred, (do you have evidence such as a closed ticket on your account confirming this was recorded?) a move I do not understand as I read that you were not aware that there was anything to migrate after you went to 20i anyway, the Plusnet Terms and Conditions to which you have agreed includes this clause:

19. Other things we need to tell you

19.1. Dealing with this agreement: You accept that our agreement is just between you and us, no one else can enforce it and you can transfer it only with our consent. However, we may take instructions from a person acting with your permission. We can transfer our agreement to another company provided this does not adversely affect your rights under the agreement.

Assuming this is correct, clearing the emails are a simple task: https://community.plus.net/t5/Email/Greenby-migration-without-consent/m-p/2058708#M62667

[#11]

Good point. So not a breach, just disappointing that Plusnet didn’t do as I asked.

i had moved to 20i because webmail was poor. When the Greenby notice came out I phoned to ask if I needed to opt out as I had already migrated. I was told I did not need to but was advised to do so to be on the safe side. So I also opted out.

i started the topic to see if anyone else had the problem - but it seems not.

i will delete the migrated emails. Greenby have confirmed they will remove all trace of me from them.

Here ended the topic.

[#12]

@plusnettony 

A small aside here ...

AIUI if a mailbox is not logged into for 90+ days, then the content is archived.  Given the statements in this thread, one might have expected these 2,000 emails to have been archived a long time ago if the user had stopped using the Plusnet email platform over 12 months ago.  If that were the case, there would be nothing to migrate, the content having been archived a long time ago and lost after 30 days.

1. Has non-use archiving been suspended?
2. Is non-use a consideration in the decision to (not) migrate a mailbox?

[#13]

The email however said:

	If you don’t use your email or don’t wish us to transfer your data to Greenby, you can opt out of the transfer by clicking here before [personal date set]. Your mailbox will then be closed on [personal date set +1]

Therefore opting out does mean that no data should have been sent to Greenby.  A user specifically removing consent has to override any generic T&C.

The question might be that calling up to opt out of a hosted domain email being transferred did not result in the parallel [username].plus.com mailbox(es) being similarly tagged for deletion rather than transfer ?

[#14]

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@Townman wrote:

1. Has non-use archiving been suspended?
2. Is non-use a consideration in the decision to (not) migrate a mailbox?

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It was suspended for a time, but not sure when, we'll need to look at each account case by case. 

[#15]

Hello plusnettony, can you help me I haven’t posted on here before so I don’t know if I’m doing it the right way it’s to do with email transfer to Greenby, I’ve never used my Plusnet email address I’ve opted out of the transfer on the email I got from Plusnet on the 12/9 but got an email from Greenby welcoming me to Greenby on the 16/9. How can I ensure the transfer doesn’t happen, as I’ve never used my Plusnet email address.