Outlook (old version) on my PC is not receiving e-mails after migration to Greenby

[#1]

Hello I have not received any e-mails in my Outlook in-box since I received the "Welcome to Greenby" e-mail yesterday (11 December 2025) at 08.24.  I can see incoming e-mails in my online webmail but I need them to download to my Outlook inbox.

I am using a Windows 10 PC with MS Office Professional 2013. I am using POP3.  My settings are mail.plus.net (incoming) and relay.plus.net (outgoing).  (I know that I need to move to Windows 11.  I have subscribed to Microsoft one-year Extended Security Updates for this PC and I will be moving to a Windows 11 PC early next year.)

I don't understand why e-mails are not downloading since the migration as all the communications for Plusnet and Greenby say that we will not need to make any changes to continue receiving e-mails.  Please can tell me what settings I need to change in my Outlook program. 

Thank you

[#2]

Hello Peter,

A warm welcome to the forums.

If this worked before, it should work now.

• Which email brand is this
• Is this the default mailbox or the secondary mailbox
• How are you authenticating - email address or account / mailbox

The end of support on Windows 10 has no bearing on this.  There is some possibility that on something as old as Outlook 2013 that there are issues with the level of TTL support on the new servers - see Outlook 2013 stopped receiving / sending emails on all of our PCs. Authentication problem - Microsof... - but I would doubt it.

[#3]

Thank you for responding so quickly. 

I don't think it's a problem relating to Office Professional 2013 as I have 2016 on a laptop and the e-mails are not downloading into Outlook there either.

The account is a plusnet account.  I'll call it CAT.plus.com.  To log in to webmail (for example) we use the name CAT.

The good news is that the e-mails are visible in Webmail so they are definitely arriving at the server.  It's just they are not downloading onto Outlook on the PC.

I do not know whether it is a primary or secondary account.  I've always been a bit confused by how e-mails work with plusnet.  We use an e-mail address of penny@CAT.plus.com and I have set up Outlook to download e-mails sent to that address (using POP3).  But from memory e-mails sent to (for example) laptop@CAT.plus.com seem to download to the same Outlook in-box.  (I can't test that at the moment as nothing will download currently.)

I'm afraid I don't understand the authentication question either.  From looking at other queries on this community, I have seen it raised as an issue.  But the only reference to authentication that I can find in the e-mail set-up info is "My outgoing server (SMTP) requires authentication" but that box is not ticked - and until yesterday the e-mails downloaded into Outlook without a problem without that box being ticked.

[#4]

Good morning.  In case this helps, I have just discovered that Plusnet and Greenby think my default e-mail address is CAT@CAT.plus.com, and long ago we must have put in place a rule that says copy e-mails to Penny@CAT.plus.com, and that is the e-mail address that we use everyday.  This might possibly answer your question as to whether this is a primary or secondary mailbox.

[#5]

Another bit of information: on Friday I changed the Outlook e-mail account details to ask it to download e-mails sent to CAT@CAT.plus.com rather than (as at present) Penny@CAT.plus.com.  It downloaded every e-mail on the server again (we keep them for 14 days) up to and including the e-mail from Greenby.  So that was just the same result as for Penny@CAT.plus.com.  I thought that might do the trick but it didn't.

[#6]

I am still not receiving e-mails into Outlook so could someone please advise me on possible next steps that I can take to try to resolve this.  Many thanks

[#7 · Accepted solution]

I hope my experience may help people.  I have resolved a migration problem by trial and error.

As explained on this thread, my account was migrated from Plusnet to Greenby last week and I was not receiving any e-mails into my Outlook in-box (traditional Outlook within Microsoft Professional 2013).  The last e-mail I received was the e-mail from Greenby telling me that I had been migrated.  But the e-mails were still visible via webmail so I knew that the account was working properly.

I have a Windows 10 PC. The account is set up for POP3 so that e-mails download onto my PC and are stored there, not on the Plusnet server.

After looking at other people's experiences and solutions (and surprisingly some of the AI solutions) detailed in this invaluable community, I made two changes to the Outlook settings:

1.  Change the User Name from [NAME].plus.com to [NAME]@[NAME].plus.com

2.  Change the incoming server from mail.plus.net to imap.plus.net (using Port 995) EVEN THOUGH IT IS A POP3 ACCOUNT

It is possible that (1) on its own might have worked.  I cannot remember which order I made the changes or whether I tested one of them individually.  But I now know that I am receiving e-mails into Outlook.  The only issue is that all the e-mails on the server were downloaded into Outlook when the new connection was successful, even those already received before the migration - so they need to be manually deleted as they are duplicates.  But that is a small price to pay for having got the system working again.

[#8]

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@PeterJG wrote:

2.  Change the incoming server from mail.plus.net to imap.plus.net (using Port 995) EVEN THOUGH IT IS A POP3 ACCOUNT

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Note that both mail.plus.net and imap.plus.net are actually the same server address (91.204.208.26), so changing the name had no effect. Port 995 should be encrypted POP3.

It is odd that it downloaded duplicates of what had previously been downloaded ... but you said they should have been deleted from the server if your old POP3 was set to delete from the server after downloading. 

[#9]

I've got a similar problem, as I'm also using a Windows 10 PC with MS Office Professional 2013 and using POP3.  My settings are mail.plus.net (incoming) and relay.plus.net (outgoing).

I never received any emails from Greenby and only realised I'd been 'migrated' when I logged onto the Greenby site yesterday and saw I'd been migrated on 7th Dec !

Receiving my emails (name.username@plusnet.com) has become very unreliable now, so what Outlook settings should I be using ?

P.S.    As many others have realised, I've be leaving PlusNet soon, as I can now use my (free) gmail.com account !