Legacy email migration

[#1]

I've recieved an email from Plusnet on 2-9-26 indicating that freenetname legacy emails will start to be transfered from 3-10-26.  

As my broadband package ends on 31-10-26, i phoned Plusnet today to ask if my current 24 month contract could roll over monthly at the same monthly price to accomodate the handover to Greenby where there's no gaurantee my email will migrate within my current contract end date.

Billings were clueless about legacy emails and said their system shows my email is migrated. Tech Support were also out in the cold, suggesting my current legacy email was associated with another non Plusnet broadband account they couldn't identify and then shifting to if a change in postcode has occured (it has not) and then saying they can see the email but not what it's assoicated with so can't help me. 

My own Plusent account still shows my legacy email in account details. Both Billings and Tech Support said they would be able to roll over my current charges on a monthly basis provided they can see that my legacy email is run by Plusnet. Without that , they were unwilling to retain the current pricing and i face a near £10 increase per month to manage this option. How can i sort this issue if the Plusnet staff team are not aware and their system doesn't show the email details , while my own Plusnet account does as does my Plusent Webmail ?

Can any staff here help smooth this out for me at all ?

Cheers

DT London. 

[#2]

Freenetname has not started migration.

I can envisage room for easy confusion with support.  Freenetname users were moved to Plusnet for their internet service, whilst retaining the freenetname service for email.  It is quite likely that the PLUSNET ACCOUNT also had an associated email service which is highly likely to have been migrated, hence "their system shows my email is migrated".

The association of legacy email service with current Plusnet broadband services is a loose inferred association which had a massive level of effort applied.  Certainly that associative information is available to the migration team.

@plusnettony are you able to assist here, notably with "...provided they can see that my legacy email is run by Plusnet".  If they can be guided to the light, @snaz should be able to get what they have been promised.

[#3]

Freenetname is totally independent of your Plusnet, so if you only use a freenetname email address (and not Plus.com) you have nothing to worry about, and the transfer will happen when it happens irrelevant of your Plusnet broadband account. 

I can check the two accounts tomorrow, to ensure the two free years are applied, but I may have to apply that post migration if it's not already done. 

[#4]

Further to the above, I've found your FNN accounts. Due to the spelling and formatting of your name and post code, they are not likely to be matched. I've raised a ticket on the FNN account to match these AFTER transfer to Greenby. Your initial welcome email may therefore say free for 30 days, but we'll fix that. 

Just to confirm, your Plusnet email has already moved. 

[#5]

@plusnettony 

Thank you for the detailed forensic digging!