@JonRitman wrote:
The level of support at Greenby is unforgivable and as you say a total own goal by Plusnet. We previously couldn't think about leaving them because my partner frequently works from home and we couldn't risk the disruption but she is retiring in a few weeks so bye bye Plusnet and thanks for all the fish.
I've been a Plusnet customer for over 20 years and have recommended them enthusiastically to family, friends, and work colleagues.
The only reason I'll be looking at my options when my broadband contract ends is because this transfer-to-Greenby fiasco has forced me to make other arrangements to obtain a reliable email service.
As I no longer rely on Plusnet for email, I am able to switch to other ISPs with ease. My 2 decades of loyalty has been wiped out by the BT/Plusnet decision.
I'm amazed at the number of people who appear to tolerate, or maybe grudgingly accept the Greenby service as being OK. It's clearly not.
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Prompt:
Summarise the problems customers have been experiencing with Plusnet's migration of email services to Greenby.
Response:
Loss of emails and data Multiple customers report that the migration resulted in the permanent loss of all their contacts and personal folders. Some customers describe their entire inbox being deleted, with emails lost for days or permanently.
Email delivery and reliability issues Problems include emails not sending, intermittent service, credentials unexpectedly changing, and missing mailboxes. Some customers have had emails to Hotmail and MSN addresses bouncing, apparently because outbound mail is still routing through Plusnet's servers even after migration to Greenby.
Login and account access problems Some customers find they cannot log into their Greenby account at all, and even the "forgotten password" reset doesn't send an email - leaving them completely locked out. Others have had all their mailboxes simply disappear from their Greenby account without warning.
Email client compatibility Users of Microsoft's 'New Outlook' app have experienced connection and syncing issues due to the way that application routes email through Microsoft's cloud layer, rather than connecting directly to Greenby's servers. Thunderbird users found that subfolders disappeared after migration and had to be manually reorganised, with some accounts ending up with duplicated folders containing overlapping emails.
Poor customer support Greenby's customer service is heavily reliant on an AI chatbot, and when the bot can't resolve an issue, it promises to transfer the customer to a human agent - but then the chat simply goes dead. One customer spent 17 days and 27 pages of messages on a support ticket, noting that Greenby does not accept phone calls. Trustpilot ratings for Greenby are reported as 95% one star.
Migration errors and wrong accounts Some customers who had opted to permanently delete their account received a "welcome to Greenby" email anyway, and in some cases the wrong account username was migrated.
Confusion over pricing and terms There has been confusion over how long the service is free: current Plusnet broadband customers get two years free, while legacy email-only customers only get 30 days free before being charged £15 per year - and the initial communications were inconsistent about this.
Spam increase Customers have noted that the amount of spam received has noticeably increased since the migration.
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Overall, the picture from this forum and Trustpilot is one of a poorly planned migration, with people feeling they were transferred without proper consent or warning, and then left without adequate support when things went wrong.
