Not receiving email since migration from free-online to Greenby

MichaelWray · ‎08-11-2025

The "Welcome to Greenby" email was the last email I've received from any of my free-online addresses in Thunderbird 2 days ago and have not received any more since then in either that or on my android tablet or phone. If I login to https://webmail.plus.net it also appears empty. I can however see them with the greenby view webmail. I've tried changing some settings to no avail but most of the advice I've found so far seems to be I shouldn't need to change any settings.

Townman · ‎22-08-2007

You should not need to change any settings ... if they were right in the first place.

"I can however see them with the greenby view webmail"

Do you mean the Round Cube email client which the Greenby linked to from the Greenby mailbox management screen?

In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.

MichaelWray · ‎08-11-2025

Yes the 'view webmail' button that goes to https://webmail.enmail.co

Townman · ‎22-08-2007

I have done an escalation ... but it is the weekend!

In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.

Peter_JW · ‎10-12-2024

Hi @MichaelWray.

I've sent you over a private message so we can look into exploring this further and getting it escalated.

Peter

amberlawson · ‎11-07-2025

I have the same problem but my client is Outlook. I can access my emails via Greenby.com but not through Outlook. I have tried so many combinations for host name and port number but am getting no where. I 'chatted' to the Greenby AI bot for 2.5 hours yesterday. It decided I needed to speak to a human, but then never transferred me. Did you manage to solve your problem?

MichaelWray · ‎08-11-2025

I had to reset all my mailbox account passwords through the Greenby portal.

I had to make sure the email address on the Thunderbird account was mailbox@username.free-online.co.uk NOT mailbox@username.idps.co.uk

Incoming settings I'm using:

User Name: mailbox@username.free-online.co.uk (NOT username+mailbox NOT mailbox@username.idps.co.uk)

server name: mail.free-online.net

port: 995

Connection security: SSL/TLS

Authentication method: Normal password

Outgoing server settings I'm using:

Server Name: relay.free-online.net

Port: 465

Connection security: SSL/TLS

Authentication method: Normal password

User Name: mailbox@username.free-online.co.uk (NOT username+mailbox NOT mailbox@username.idps.co.uk)

I hope that helps.

Townman · ‎22-08-2007

Do you use you@youraccount.idps.co.uk as your email address?

I have raised a query on this duality of free-online. Seems similar to force9 and f9 which was fixed recently.

In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.

MichaelWray · ‎08-11-2025

I do, but I couldn't send emails until I changed the email address in my Thunderbird account and gmail accounts on my phone to you@youraccount.free-online.co.uk from you@youraccount.idps.co.uk. This was last week, maybe it's been fixed since then. I'm still receiving emails sent to you@youraccount.idps.co.uk.