Madasafish/Globalnet Migration

[#1]

My globalnet email account has been migrated this week.

After logging into the Greenby website (using myName@globalnet.co.uk as my username) I don't see my old email account which was myName@globalnet.co.uk. Now I only see myName@myName.globalnet.co.uk

Emails to the new myName@myName.globalnet.co.uk do get through, but emails to my original myName@globalnet.co.uk account are rejected with:
550 5.1.1 myName@globalnet.co.uk User doesn't exist: myName@globalnet.co.uk (in reply to RCPT TO command)

I see a single email domain myName.globalnet.co.uk and I see that I can add a new mail box but only with an email address of the form @.myName.globalnet.co.uk - no way to get hold of my myName@globalnet.co.uk emails

Help please!

[#2]

@DrabJay 

I see a single email domain myName.globalnet.co.uk and I see that I can add a new mail box but only with an email address of the form @.myName.globalnet.co.uk - no way to get hold of my [email protected] emails

There should be an Alias ([email protected]) shown against the default domain mailbox ([email protected]) . this is created automatically and you cannot do it manually. If its not there then the account hasn't been migrated correctly. Raise a support request with Greenby asking for the alias to be correctly added.

[#3]

@MisterW 

Curiosity has got the better of me.

Does creation of "an Alias ([email protected])" in the Greenby Portal
imply a change to the Username for the email servers ? 

[#4]

@PhilipHeyes 

AIUI most people using MAAF email accounts used the myname@<vISP>.co.uk forrm of email address. In the existing MAAF account , the domain <myname>.<vISP>.co.uk did exist but was hidden unless the user paid extra for multiple mailboxes, so most users weren't even aware of its existence which is why in the Greenby migration, its caused much confusion. The <myname>@<vISP>.co.uk alias should be automatically created (NB it can't be created by the user) by the migration and can be used as the Username for the mail servers. I have a Thunderbird client configured on the test account and from what I can see either myname@<vISP>.co.uk or myname@<myname>.<vISP>.co.uk can be used as username.

The problem on some of the first migrations was that the alias wasn't created, I believe that's been fixed now.

edit: the main problem now seems to be users with hosted domains. Whilst the DNS for the hosted domain looks ok, correct MX record exists, the Greenby server doesnt seem to recognise it should be accepting mail for the hosted domain! 

[#5]

To add some information from my experience none of my totalise emails to <myname>@totalise.co.uk. arrive in the inbox that is visible within webmail from the greenby site.
Test emails from a Gmail account don't arrive however neither do you get a bounce back at the Gmail end so it looks like they're going somewhere
Test email from the Gmail side to
<myname>@ <myname>.totalise.co.uk
does arrive in the greenby webmail inbox but not very quickly in my case it seemed to take 10 to 15 minutes

If I try to send email from within the web mail client to the previous totalise email address <myname>@totalise.co.uk via webmail I see the details pasted below so it seems to me that the email account has been changed to be associated with this email address:
<myname>@ <myname>.totalise.co.uk
but what ever route that needs to be established for the original email address to be visible or reachable is the part that's missing. there is certainly nothing I can see a user can do to fix this it's a greenby problem but like others have said they don't seem to be responding. If anybody's got any other contact details that would be helpful but I think uses should raise support tickets on website or write to their complaints email address Greenby Complaints <[email protected]> because unless they get the feedback that they have killed off a lot of people's email addresses we won't see any change.

Reporting-MTA: dns; mail.enmail.co
X-Postfix-Queue-ID: EF0DE101057
X-Postfix-Sender: rfc822; <myname>@ <myname>.totalise.co.uk
Arrival-Date: Thu, 22 Oct 2026 19:56:27 +0000 (UTC)

Final-Recipient: rfc822; <myname>@totalise.co.uk
Original-Recipient: rfc822; <myname>@totalise.co.uk
Action: failed
Status: 5.1.1
Remote-MTA: dns; local-dovecot.enmail-prod.svc.cluster.local
Diagnostic-Code: smtp; 550 5.1.1 < <myname>@totalise.co.uk> User doesn't exist:
<myname>@totalise.co.uk

[#6]

@graemewa using the Greenby portal (www.greenby.com) do you have the 'Alias' box showing against the <myname>@ <myname>.totalise.co.uk mailbox ?

See below for an example of a freenetname account

[#7]

@MisterW 

don't know if this helps understand things that are going on BUT!

based on my MX record in Greenby portal:

I did a tracert to mail.mydomian.co.uk this routes to: Tracing route to mail.legacy.enmail.co [91.204.208.192]

and the request times out.

[#8]

A tracrert to both mail.legacy.enmail.co and the normal greenby server mail.enmail.co are strange!

Both tracert's actually get to the destination BUT then carry on! A normal tracert stops when it reaches the destination  

Having said that, I don't think its related to the problem here with hosted domains. The same mail server is used for simple MAAF accounts like my test account and that works.

[#9]

@MisterW 

I should have said CNAME record of course, which is an alias of mail.freenetname.co.uk.

Interestingly the MX record for mydomian.co.uk says mail handled by mx.enmail.co BUT

from the email domain settings it states:

DNS Records
If you manage your domain with your own provider, these are the DNS settings you should setup to ensure your email works properly.

mx mail.staging.enmail.co

Is this useful info? can I provide you any further info from my settings that would prove useful or should I just shut up and stop quoting your name!

I'm like many others here i know just really frustrated I could be missing important info from my domain emails!

I'm tempted to just port my domain but I'm concerned until things are sorted with greenby i could be in an even worse mess.

Many Many Thanks for the answers & help you give it is obviously really appreciated.

[#10]

@Hejira 

DNS Records
If you manage your domain with your own provider, these are the DNS settings you should setup to ensure your email works properly.

mx mail.staging.enmail.co

Yes, I see that on my simple test account and AFAICS its the usual Greenby rubbish! I suspect its a left-over from when they were testing (did they actually do any?) the migration on a staging platform.

My account MX certainly points to the normal mail.enmail.co and it works , albeit I don't have a hosted domain

edit: I think someone's working on something at Greenby, my own migrated Plusnet mail account just failed to contact the greenby server

OR maybe the server's just gone t**s up again! 

( I can see that getting the wrath of the mods 😀)

[#11]

As a side note in reading the replay to @PhilipHeyes  I think the added confusion for Madasafish accounts is that it acquired the freenetname accounts and so was probably setup differently on migration (which went so smoothly by the way) and if like me you had a JustMail A/c your [email protected] was your login and that was your catchall address!

Depending on your knowledge a very cheap way for many email address. Back in the day I had a little program called ShareMailPro that created and distributed the email.

[#12]

No alias's - what I see is attached

[#13]

For the benefit of any other totalise users having issues post migration in the greenby portal today I saw this change - suddenly a new entry appeared in the mailbox listing showing my original <myname>@totalise.co.uk email address
A test email from another account arrived in the webmail inbox and a reply back arrived successfully too so the email account is back up and running. 
Missing emails for 48 hrs - Friday 18:00 to 16:00 Monday but none of my test messages bounces so am hopeful they are in a holding server somewhere and will find their way through in time.
No answers to any support tickets but email seems at least to be working!
My original Outlook settings are still as before 
Inbound       mail.plus.net  (Port 110)
Outbound    relay.plus.net (port25)
Don't rely on these settings I am just saying what is working for me at the time of writing

[#14]

For the benefit of any other totalise users having issues post migration in the greenby portal today I saw this change - suddenly in the Greenby portal a new entry appeared in the mailbox listing showing my original <myname>@totalise.co.uk email address - see screenshots below.
A test email from another account arrived in the webmail inbox and a reply back arrived successfully too so the email account is back up and running.  Outlook is showing recent mail too.
Missing emails for 48 hrs - Friday 18:00 to 16:00 Monday but none of my test messages bounces so am hopeful they are in a holding server somewhere and will find their way through in time.
No answers to any support tickets but email seems at least to be working!

My original Outlook settings are still as before and seem to still work
Inbound       mail.plus.net  (Port 110)
Outbound    relay.plus.net (port25)
Don't rely on these settings I am just saying what is working for me at the time of writing

[#15]

Update – now working again, plus some tips

Following on from my post above: my real address was re-attached to the mailbox at about 16:00 on Mon 26 Oct, and mail is flowing again. Some things I’ve found since, in case they help others:

1. Complaints route gets a response. I had no reply on my support ticket, but emailing [email protected] produced a ticket reference immediately and a written update within a few days. In summary, Greenby said:

• core sending and receiving issues have been resolved
• custom domains are now aliased to their correct mailboxes
• webmail speed issues are fixed
• DKIM and SPF fixes are being implemented
• remaining webspace issues are expected to be fixed within 48 hours
• mailboxes not yet fully migrated are safe, with “no risk of email loss”
• support is stretched, so please don’t send duplicate tickets

If your problem isn’t fixed, reply to their email to keep the complaint open; otherwise they treat it as closed.

2. Switch DKIM on. After my address was re-attached, replies to Gmail still bounced with “550 5.7.26 … SPF/DKIM did not pass”. Switching DKIM on in the Greenby dashboard (Email → your mailbox → Settings) fixed it within minutes. If your mail to Gmail bounces, check this first.

3. Encrypted server settings: the dashboard isn’t right (for me at least). My dashboard now lists mail.totalise.co.uk (IMAP 993 SSL / SMTP 465 SSL), but IMAP on that name fails with “unable to parse TLS packet header”. Testing in a separate app (Thunderbird for Android, so I didn’t disturb my working setup), this worked:

	Server	Security	Port
Incoming (IMAP)	imap.plus.net	SSL/TLS	993
Outgoing (SMTP)	mail.enmail.co	SSL/TLS	465

Username is your full address, with normal password authentication.

relay.plus.net (587 STARTTLS) also sends, but in my tests the mail wasn’t DKIM-signed. mail.enmail.co 465 was, with SPF and DKIM both passing at Gmail.

I’ve reported the mismatch to Greenby and asked them to confirm the long-term settings. Until they do, I’m leaving Outlook on my original Plusnet settings (mail.plus.net POP 110 / relay.plus.net 25), which still work. Test in a separate app before changing anything that currently works.

4. Mail during the outage. I lost mail from about 18:00 Thu 22 Oct to 16:00 Mon 26 Oct. Senders got no bounce, so if you had a similar gap, check with anyone who may have sent something important. I’ve asked Greenby whether that mail was held or discarded and will update here if they reply.

As before: these are what worked for me at the time of writing, not official settings.