Is there a Greenby Email Support link set up yet?

[#1]

Is there a Greenby Email Support link set up yet for migrating Plusnet email users?  eg phone number, email, website etc

Apologies if there is, I did search, but didn't find anything specific.

• I am due to be migrated to Greenby on 6 September 2026.
• I will be abroad from 4 September, I've got to see a Notary and clear up some other stuff, so I will miss the big bang here. I'm just a little concerned I will be isolated and lose my plusnet email with no access to support.
• PN has been hosting my domain since 2007 eg [email protected] instead of [email protected]. My main email accounts are still with plusnet, though I have some gmail backups.
• I'm registered as a vulnerable user by PN, eg I have been diagnosed with prostate cancer and I am due to undergo radiotherapy treatment in October. All my multiple interactions with the NHS are via my plusnet email, as are my most important utility and other accounts including 2 stage authentication. With the blood tests, MRI Scan, Biopsy, CT Scan, radioactive Bone Scan , hormone injections, writing a will etc,  the notification from PN about ending emails support hasn't really come at the best of times, and I haven't felt it was really the best time to change my email setup right now. 

I'm hoping for the best, but It would be nice if I could get a little reassurance that there would be somebody to talk to ,or write to, if all my email accounts and domain go pear-shaped post the migration to Greenby.

Any links and phone numbers would be much appreciated. Thanks in advance for your help.

[#2]

@Slapdash2 Unfortunately, all Greenby support is via a very unreliable bot service, and I suspect that that will be the situation going forward. 

[#3]

Thanks @jab1  for the information, though it is a little disappointing.

I can't think of any bot service that is anything other than unreliable and disappointing.My first sentence is always 'I want to speak with a Human Being'

Do they not even have a Greenby Community? I assume this Plusnet Email board will be going too.

Sad days.

[#4]

@Slapdash2 This is my personal opinion, so may not be entirely accurate. When BT Consumer decided to dump the email service, they went for the cheapest tender, and although Enix (Greenby's parent), do supply email services, they decided to build a complete new platform for the PN service, rather than using an established one.

For some reason, that platform has been built and deployed in a manner that makes Enix look totally incompetent, and, from what I have seen since its inception, they have no intension of making it any better.

I have moved to a proper email provider as I have no faith in anything ever being sorted.

[#5]

@jab1 Spill the beans then, who did you move to?

[#6]

@Slapdash2 Mythic Beasts ( https://www.mythic-beasts.com/ ), like many other PN customers.

[#7]

@Slapdash2 While I tend to agree with most of what @jab1 wrote, I have to say that I have had some useful responses from the ticket system which is available when you logon  to greenby.com. Yes it does start with a bot, which can give generalised (and even wrong) answers, but if you persevere and ask to be connected to an agent, they can be more helpful. Mind you, they are just first-line support, and the real technicians are another level away, so sometimes 1st line support may agree something needs doing, but the technicians may take their time for whatever reasons.

In the Profile settings (from 3-dot menu at top right of page, to the right of your name) there are also various ways to indicate what sort of extra support you need, but I have not heard what effect they have.

[#8]

@Slapdash2 

"I assume this Plusnet Email board will be going too."

That's an interesting point to ponder.

[#9]

I have always thought this forum was one of the best things about plusnet. It would be a a pity if it was eventually closed in line with the streamlining of the business generally..

[#10]

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@Slapdash2 wrote:

...who did you move to?

---

Like @jab1 I moved to Mythic Beasts.  The many recommendations for them are not wrong.

[#11]

@jab1 @mavison  @stuck .  Thanks everyone for all your feedback on this. I have decided to move to Mythic-Beasts too though I wouldn't mind some help on that too.

Under the domain Transfer Wizard it says: 

Moderator's note:
Personal information removed from a public forum (to an area that staff can see).

"Reduce the Time to Live (TTL) on all records
Go to your DNS control panel at your existing provider. Reduce the TTL on all records to the minimum (typically 60 seconds). Note down the old TTL value, and wait for at least that long before changing your nameservers."

Ok that goes straight over my head. I had a look at Plusnet manage domains, but found no mention of TTL or nameservers.

I got my domain from Nominet in 2004.

So using Nominet Domain Lookup: in 2007 the  Registrar Name (ID) changed to: Plusnet Plc (ID: FORCE9)

Domain Expiry :2028-09-28T15:46:14Z

Domain last updated: 2026-06-11T11:31:32.46558

Domain created 2004-09-28T15:46:14Z

Registrar URL: https://www.plus.net/

The domain is Active at the registry.

Nameservers

Host:ns1.force9.net. IPs: Last Updated:

Host:ns1.plusnet.co.uk. IPs: 195.166.128.17 Last Updated:

Host:ns2.force9.net. IPs: Last Updated:

Host:ns2.plusnet.co.uk. IPs: 212.159.13.150 Last Updated

This domain is not listed at the registry as using DNS Security Extension (DNSSEC) which means that DNS queries cannot be cryptographically verified. Since DNS queries cannot be verified it is technically possible for third parties to interfere with DNS lookups made for this domain. If this is your domain, you may wish to check if your DNS provider and registrar can help you upgrade to use DNSSEC

Registrant:  Email: [email protected]

Any help or guidance would be gratefully received.

(It may be that this should go in a new thread, though you could argue I am still working through the original issue)

[#12]

@Slapdash2 you cant use the Mythic suggested transfer procedure with a Plusnet hosted domain. The Plusnet domain control panel just doesnt have the necessary options viz. changing TTL,nameservers or TXT records.

Instead of the 'Make the switch' ( paras 12,13 & 14) you Start the transfer of the domain to Mythic, the request the domain transfer from Plusnet ( changing the IPSTAG ) .As soon as the transfer completes ( may take a few days ) you switch the nameservers to the Mythic ones.

Its not an ideal situation but its the only way due to the lack of functionality of the PN domain control

[#13]

Hi @MisterW 

Yes I am discovering that Mythic Beasts Domain Transfer Wizard leaves quite a large amount to be desired. I would suggest it  has definitely not been through a usability process, well not in the last 20 years or so,  and its especially difficult for Plusnet Users to navigate, since so many options are unavailable in Plusnet.

I had discovered that the TTL option was not available, and basically keep your old plusnet email running concurrently with MB version to pick up emails that might go to either for 48 hours.

I can see why no one has written a simple guide. I've got to the part about creating a mailbox, which does not have a link, just a referral to the 'Add' option that is meant to be at the bottom of the section, but like so much else, it is not there. If anyone  knows how to add a mailbox in MB, which would be quite useful for email, please share!

I'm doing a spot of deep breathing and meditation to try and come back to it in a more positive state of mind. It must be a truly wonderful product, for so many people to rate it after going through this process of trying to configure it for use. It reminds me a bit of a Haynes Motorcycle manual for how to rebuild the engine of your beloved 1971 BSA Rocket 3. Though in retrospect I think that Haynes manual were really works of engineering art. Its a shame the transfer wizard isn't up to that standard.

Hey ho.

[#14]

@Slapdash2 

Yes I am discovering that Mythic Beasts Domain Transfer Wizard leaves quite a large amount to be desired.

Well, no,  the Mythic transfer wizard details the perfect 'no downtime' transfer process. Most hosting providers provide domain & DNS control  that enables the Mythic process to work. Its just the poor Plusnet DNS control panel that prevents it.

I've transferred domains from Fasthosts & Ecohosting to Mythic using the transfer procedure and it worked flawlessly!

I've got to the part about creating a mailbox, which does not have a link, just a referral to the 'Add' option that is meant to be at the bottom of the section, but like so much else, it is not there.

When logged in to the MB portal, select the 'Web and Email settings' from the main screen, then select the 'Email addresses' link for your domain. That should give a list of existing email addresses and their destinations, below which is a list of mailboxes and right at bottom is a  'Create mailbox' link

Creating a mailbox will automatically add a corresponding email address with the 'save in mailbox' action

HTH

[#15]

@MisterW 

It does. Thank you. 

For the long winded version

Login to Control Panel
Click on Hosting on the menu along the top of the page
Under My Account, click on My Hosting Accounts
Under Hosting Accounts, click on your account/domain (anywhere along that line)
Under Hosting Account/Hosted Domains , click on Edit Domain Groups 
Under Email Domain Group/ Domain Groups,  Click on edit addresses

You get a list of your email address with edit/copy/delete  followed by a list of your Mailboxes with detail/password/delete options
Creating a mailbox automatically also creates an email address, keep one default like postmaster as a catch all.