Not received Greenby information following email migration

[#1]

@balvack2 

• All back ups are out of date sometime following the first change thereafter - you have no control over the changes brought about by inbound mail
• The words on delay I do not think are well written - that refers to a LOCAL IMAP client attaining full resync - there have been some cases where that resync has taken hours ... however email should be available immediately using the webmail interface, if it is that mission critical for you
• Deleted items "reappearing" is not an outcome giving rise to risk ... just a tiny amount of inconvenience

[#2]

So in summary, Plusnet can't actually tell any customers when the migration will happen...?

[#3]

That's why I ignored the advice in the FAQs and took backups as late as possible i.e. on the Sunday before our anticipated migration the next day, so that if I did need to revert to it for any reason I will have lost the minimum amount of (incoming) email.

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@Townman wrote:

@balvack2 

• All back ups are out of date sometime following the first change thereafter - you have no control over the changes brought about by inbound mail

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[#4]

If you are using an email client such as Thunderbird, one possible solution to the backup issue is to define a message filter that automatically copies incoming emails to local folders. It's not ideal, as it won't deal with any emails that might be "lost" before you collect them, but at least it keeps you up to date with minimum effort.

I use Thunderbird on Linux, but I assume that message filters are also available on Windows or Mac versions. Presumably there is also similar functionality with other sophisticated clients such as  Outlook?

[#5]

The migration was 'from' 17th November, but with no end date specified - hence my assumption that the migration was taking place on that day or shortly thereafter. It's now 3 weeks later and we've still not heard anything. Can someone please advise when we can expect to be migrated....?

[#6]

Be careful for what you wish.

I had the migration message for this chaotic outfit, Greenby, on Friday and haven't received any e-mails since.

Trying to get anything out of this outfit is useless.

You get an AI bot who tells you to do things on a dashboard you can't get onto.

What a complete Horlics.

Thanks Plusnet and to think I only stayed with you when BT went digital with landlines, because I needed to keep my e-mail address.

[#7]

We finally got an email from Greenby last night saying we had been migrated: 4 weeks later than anticipated.

On a positive note it appears we're getting and sending email ok. We've not yet tried Webmail or the Greenby website/portal.

On the negative side as no-one could tell us anything about when the migration was taking place (and therefore knowing when to not make changes during that period - of unspecified duration - as recommended in the FAQS) I had the 'pleasure' of having 800+ historical emails downloaded which I now have to work through and re-process. sigh

[#8]

Glad to hear it.

We too managed to get our incoming mail back. All 65 of the missed ones.

It would appear that either PlusNet or Greenby had used an email, which I'd never used to migrate us.

I only noticed, when I couldn't log in to their webmail (which is so lethargic as to be worthless).

I realized that the migration " successful" message was sent to this random address but carbon copied to my correct address.

I spent hours going around in circles with their useless AI bot until I gave up.

They'd raised a ticket of the event and some human must have seen the problem when they rocked up on Monday and fixed the error.

PlusNet's support was always pretty useless but puts this lot into the shade.

I'm not impressed

[#9]

@Townman Looks like I spoke too soon. We're now getting prompted for passwords for some/all? accounts, although the connection doctor on Mac Mail claims connection and login to server is successful. Using Mac Mail 'acccount info' window to show messages on POP server now shows zero messages in all mailboxes.

Switching on logging there's screeds of information and somewhere in there was a 'server internal error' message.

Can't even get logged into webmail...

I did manage to send an email to a gmail account and it arrived ok.

My only hope is someone is 'fixing' something on the Greenby mail servers and normal service will be resumed in due course.

HELP!

[#10]

We seem to be receiving email again now and I have managed to login to webmail.
Reading others' comments on Greenby 'support', I'm not at all impressed given this migration was meant to improve the plusnet service by moving to a company specialising in email. (Note we are paying, broadband customers not one with 'free' email).

[#11]

Another 'quirk' of the system is that now I can login to webmail I see that some valid emails have been put in the Spam folder. Looks like I need to open each in turn and click on the 'this message is not spam' icon to move it to the inbox.

I can't see any other way of doing this, so it looks like I will have to login to webmail regularly for each of my mailboxes to check if there's anything in the Spam folder?

[#12]

I've just discovered that at least 2 of my email accounts have been moved to Greenby despite no prior notice.

After reading many posts and tweaking some settings I believe I can access my email again...

I use Mailwasher and that started throwing up errors and Outlook started asking for passwords.

Anyhow by changing my username to be my full email address I got Mailwasher working again, I found all other settings must not be changed, despite what Greenby say !

I also discovered why I think I received no notifications, many years ago I blackholed the email addresses "username"@username.plus.com due to spam, but it appears Greenby are using "username"@username.plus.com to communicate with me, so their emails just get blackholed !

Does anyone know how to change the default address Greenby use, with PN I changed it to reply@username.plus.com, but that does not seem to have come across ?

[#13]

@daveg6hni 

Does anyone know how to change the default address Greenby use, with PN I changed it to reply@username.plus.com, but that does not seem to have come across ?

Using the Greenby portal, create reply@username.plus.com either as an alias or a new mailbox, then change the contact email in the account 'profile' 

[#14]

@balvack2 yes I had to change my password and update my address in the contact area. The admin area is so clunky. One minute it says you can't add an alias and then you find you've done it even though it showed an error.

[#15]

Thanks, I did create reply@username... as I wanted to use Catch All and forwarding to send everything elsewhere just in case I could not get it integrated into Outlook 2016.

So I now have two email addresses, when I click on the 3 dots one of the options is to disable the address, another is to delete the account, will deleting the account delete the whole account or just that email address, i.e. username@username...?