How to enter Greenby after the welcome

[#1]

This might help people just migrated to Greenby. I received the Greenby welcome email yesterday but could not log into the client area using my Plusnet user name and password. You need a new password for Greenby. Go to https://greenby.com/auth/recover-details and enter your user name and Plusnet as your provider. You will receive a six-figure code by email or on the mobile phone number registered with Plusnet. Use the code to create a new password. Go back to greenby.com and log in with the new password. The door swings open.

[#2]

Well my Plusnet account password has worked unchanged on Greenby, so maybe only some users affected?

Are you sure the password you tried was exacttly what works now on Plusnet?

[#3]

I'm sure. Tried the Plusnet password several times.

[#4]

I was migrated yesterday; no notice, just got an email (which I happened to find via plusnet webmail) confirming my migration was complete and I could access my email as usual.  Later when home I accessed email fine using thunderbird on my desktop.  I then logged into my account on greenby.com using my existing username and password; I could follow a link to webmail form here which worked.  Later in the day I was getting an error from thunderbird when trying to download emails.  Experimentation found I could send but not receive/download emails.  Plusnet webmail was no longer working (to be expected).  However I was not able to access greenby webmail directly and depending on the device I either get a server timeout or it just returns to entering the password.  I raised a ticket on their 24/7 support.  This morning email was fine using thunderbird and I found automated emails confirming my raising the ticket.  Webmail is still a problem and no response to my ticket after 21 hours; perhaps you have to wait at least 24hours!

I wonder if they bulked migrated us yesterday without testing a small group first and are now inundated with problems....  This experience is not really selling them to me as a provider.

[#5]

When you think about it, Greenby's requirement of a new password is not as unreasonable as it may seem. It would be unwise to have the same password for Plusnet and Greenby with so many hackers out there.

[#6]

It hasn't been a requirement in my case.

Something fixed itself at their end.  I changed nothing in any of my settings in thunderbird and use the same password.

Webmail after a couple of hours trawling the plusnet community something occured to me.  Webmail requires logging in with full mailbox email address rather than account name as with plusnet.

I decided to add to my ticket.  I then discover they replied but you do not get notified, you have to poll your account.  They had advised lots of password reset actions, none of which I had done and are probably based on the IT solution of assuming user error.

However, I like you had thought perhaps it's a good idea to have a new password for greenby.

[#7]

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@redsox9 wrote:

...You will receive a six-figure code by email or on the mobile phone number registered with Plusnet...

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Thank you for that prompt to check that Plusnet have the correct mobile number for me - they hadn't.  Sorted now, phew!