Migrated to Greenby - how will they contact to arrange payment after 2-year introductory period?

[#1]

My mother has a Force9.co.uk email address <mailbox>@<user1>.force9.co.uk but her Plusnet internet connection is a different user <user2> which has a <user2>@<user2>.plus.com email address which is not used (and not monitored in her email client). The difference was forced on my parents a few years ago when they upgraded from ADSL to FTTC/VDSL (due to some internal Plusnet account problem).

It would appear that both addresses have been migrated to Greenby, in that webmail.greenby.com will accept logons for either <user2> provider=Plusnet or <user1>+<mailbox> provider=Force9. Am I right that the ability to logon to Greenby's webmail for a mailbox implies that migration for that mailbox has occurred?

Am I correct that the plus.com address (being the one associated with the internet connection) will get two free introductory years, and that the force9.co.uk address (being the one which is not associated with the internet connection) will need to be paid for right from the start?

How do Greenby contact users to arrange for payment to be setup? Do they send an email to all mailboxes that they know about including the unassociated force9.co.uk address, or do they only sent to the associated plus.com address?

That is fairly critical: does she need to monitor the plus.com mailbox for housekeeping emails such as "please set up a direct debit to pay for mailboxes after the introductory period"?

[#2]

Hi @martinund 

Thanks for coming back to the community.

If you are able to login through the Greenby webmail, it would usually mean that the migration has occurred for that mailbox.

Any mailboxes that are linked to an active Plusnet Broadband account will get the 2 years free service, but if there is no broadband service linked to the email address, it will be chargeable after 30 days of migrating. 

If there were any charges due to be paid, you'd receive an email from Greenby with instructions on what you need to do to set up payments.

If the force9 email address would be due to be chargeable, there would be an email sent to that inbox.

There is more handy information on our Changes to Plusnet email and domain services FAQs help page.

Michael

[#3]

@martinund 

Am I right that the ability to logon to Greenby's webmail for a mailbox implies that migration for that mailbox has occurred?

No!

@MichaelD 

If you are able to login through the Greenby webmail, it would usually mean that the migration has occurred for that mailbox.

Thats not necessarily true. Webmail ( whether its the Greenby flavour or Plusnet version ) is now hosted at Greenby. They both route the connection through the proxy and so either will work on both migrated and non-migrated accounts.

@martinund 

My mother has a Force9.co.uk email address <mailbox>@<user1>.force9.co.uk but her Plusnet internet connection is a different user <user2> which has a <user2>@<user2>.plus.com email address which is not used (and not monitored in her email client). The difference was forced on my parents a few years ago when they upgraded from ADSL to FTTC/VDSL (due to some internal Plusnet account problem).

The situation where a change to Plusnet was forced on a customer and the old account retained as 'email only' has been considered during the migration. The system attempts to match the two accounts and where the new (Plusnet) is not used the 2yrs free is normally transferred to the original mail only account. The customer then has the option of retaining the plusnet account at the £15/yr fee or cancelling it. Sometimes its not possible to match the two accounts e.g name change or address change and so it needs manual adjustment. If you think that's the case then post back and I'll feed it back to the relevant people.

NB if the plusnet mail account is cancelled you need to make sure that the contact address on your Plusnet broadband account is still correct and goes to a regularly monitored account.