We have 4 email addresses associated with PN (as our ISP); for security reasons, I obviously won’t give explicit details of them, here, just their generic structure (below), so that it’s clear what ‘kind’ of email addresses I’m talking about:
(1) {name1}@madasafish.com
(2) {name2}@madasafish.com
(3) {username}@{username}.plus.com
(4) {wifesname}@{username}.plus.com
(1) and (2) are legacy Madasafish email addresses carried over when our ISP service was transferred to PN, many years ago - they’ve worked ever since, and are key email addresses that we still use all the time.
(3) is a ‘default’ email address automatically created by PN when they took over our ISP service - they created a new ISP account: {username}, ‘our’ domain: {username}.plus.com, and this associated email address - BUT we’ve never really used it; indeed, I believe that (1) is the main (Madasafish) ‘contact email’ associated with our PN ISP account.
(4) is an additional PN email address that we created some time after the ISP transfer to PN - it is my wife’s 2nd email address, and another key email address that she uses all the time.
I previously posted (15/5/26) on this community after we received an initial email (dated 5/5/26) regarding the migration of our Plusnet email services to Greenby, as it wasn’t clear which of our emails (above) would be included in that migration.
The migration email only explicitly mentioned (3) above (that we don’t use), but this Community confirmed that it would actually cover ALL our plus.com emails, ie. including (4) above, as well.
The Community also reassured me that NO legacy Madasafish emails had yet been migrated to Greenby, so (1) and (2) would NOT be covered by that migration (ie. not yet).
The email indicated that the migration would actually begin on 5/6/26, and that they’d email me again ‘with all the information you need’ once the migration was complete.
However, more than 3 weeks later, we’ve still not received such a ‘migration complete’ email!
[Note that the initial migration email was sent to (legacy Madasafish) email address (1), so I’d expect the ‘migration complete’ email to be sent there, too, but we haven’t received it.]
We initially thought that the migration must not have happened, BUT, having just back from our holidays (hence the delay in raising this, with email (4) only used for work-related comms), we’ve now discovered that email address (4) no longer works! Those emails are no longer received/sent (just gives account errors), either, on my wife’s iPad (iOS Mail), or, on our PC (MS Outlook), which strongly suggests that email (4) has indeed been migrated to Greenby, given that emails (1) and (2) are still working (the legacy Madasafish email addresses not yet migrated).
[Note: we don’t know about email address (3) - which should have been migrated too? - as we don’t use it, and have never set up access to/retrieval of those emails (assuming there are some).]
The migration email implied that the migrated email accounts should still ‘just work’ after the migration to Greenby, but that’s obviously not the case for (4), so I’m looking for assistance to get that up and running again! …
Obviously, having not received the ‘migration complete’ email (‘with all the information’ we need), I don’t know who to contact about this (hence this post) , or whether, in practice, any email account settings need changing to retrieve/send those emails.
I suspect that the email ‘username’ for email (4) may now be ‘wrong’ and needs changing? - using the generic email structure given above, it is (and was): “{username} + {wifesname}”, which always seemed to be a strange email username (though it worked before!) … but I guess that other email settings may need changing? (eg. server names, port nos., etc).
Any assistance from the Community will be hugely appreciated, as I haven’t found the answer in the migration FAQs, PN email settings, etc, and we obviously need to get email address (4) back up and running asap!
Many thanks in anticipation of your help.🙏
