Plus.com email no longer working after (apparent?) migration to Greenby! …

[#1]

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.🙏

[#2]

@Grainywand 

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!) …

Try changing the user name to the full email address i.e [email protected]

[#3]

@Grainywand Also note, any communication about this will have been sent to address (3).

[#4]

@MisterW  - many thanks for the quick response.🙏

Okay, we’ll try that username change and report back …

(We’ll start by assuming that nothing else needs changing, and see if just the username change works).

Thanks again, Andy

[#5]

Hi @jab1  - many thanks for the additional input.🙏

Point taken, but the initial email warning us about our impending email migration was sent to email address (1) (the main Madasafish one) … and that email didn’t mention migration of email address (4) (my wife’s other email), only email address (3).

In any case, I guess I should now check the email address (3) Inbox, to see if any further migration-related comms are there.

As I said, we’ve never set up retrieval of the (3) emails via our iPad/PC mail clients, but could I check that via webmail, in the first instance? If so, assuming that (3) has indeed been migrated, should I do that using Plusnet webmail, or Greenby* webmail?

(*though I don’t know the webpage for Greenby webmail, having not seen the ‘migration complete’ email yet - ie. it’s a ‘chicken and egg situation’ at the moment!)

I think I just need the username (or full email address) and password to access webmail? Is that right?

Many thanks again, Andy

[#6]

The new Greenby Management Portal is at :    https://greenby.com/

we log in with the same credentials as are used for the Plusnet Members Center


Greenby Webmail is at : https://webmail.greenby.com/

[#7]

@Grainywand As it is the account, not the email address which is migrated, migrating (3) will also migrate (4).

To check if the account is migrated log into https://greenby.com/ , using the account name and password.

[#8]

@jab1  and @PhilipHeyes  - many thanks for the additional input/responses - all very useful and much appreciated!🙏👍😊

As I say, we’ll try the various things that everyone’s suggested and report back how we get on with it all …

Huge thanks again, Andy

[#9]

Hi @MisterW , @jab1 , @PhilipHeyes  - UPDATE (as promised) …

I’ve now spent much of today trying the various things that you all kindly suggested (thanks!), and, unfortunately, I’ve come to the conclusion that, strangely, something very fundamental has happened, that urgently needs investigating/resolving by someone on the inside, ie. Plusnet staff! …

It appears that the PN email account (and hence email addresses (3) and (4)) has NOT in fact been MIGRATED to Greenby, and, furthermore, the corresponding emails have now also been DELETED on the Plusnet side! … despite us receiving the email about the impending migration of our PN email account (and hence those 2 email addresses), and categorically NOT having opted out of that migration!

Here’s a summary of what I’ve tried/found …

First, for email (4), I simply tried changing the email client settings, on our PC (MS Outlook), and, my wife’s iPad (iOS Mail), but with no success - it still didn’t work on either platform (no emails retrieved)!

[Note: as suggested, I initially just changed the username to the full email (4) address, with no joy … so I then also tried changing the incoming server port no. (as it was different to that shown in the table of settings in the ‘Plusnet email setup FAQs’), but that was also unsuccessful].

I therefore figured that it must be something more fundamental …

So, I then tried to log into our new Greenby account (at greenby.com), using our PN account {username} credentials, and found that the account doesn’t exist (‘Account details not recognised’), indicating that the email account has not in fact been migrated!

Logging into Greenby Webmail, for both* emails (3) and (4), naturally confirmed this (‘Login failed’).

[*Note: I did try replacing the usernames with the full email addresses and confirmed that wasn’t it].

So, I then checked things on the Plusnet ‘side’ …

I found that, for both emails (3) and (4), we can no longer login to Plusnet Webmail, either (‘Login failed’), indicating that those emails have disappeared on the Plusnet side, too! - which, of course, meant that I couldn’t check email (3) for any further migration-related comms (updates by email).

Indeed, we can now only login to Plusnet Webmail for the 2 legacy Madasafish emails (1) and (2), which is consistent with them both still working fine on our email clients! (and not being included in this phase of email migration)

So, as I say, it appears that emails (3) and (4) have NOT been migrated to Greenby, AND they’ve been DELETED from Plusnet! I’m totally baffled as to why this has happened, given the migration notification email that we received, and us NOT having opted out of that migration … and my wife will obviously be very unhappy if email (4) has indeed been deleted, as I suspect, and can’t be retrieved from a backup or something!

I did get an odd, little clue when I logged into the Plusnet Member Centre - a very strange on-screen message on the member ‘Home’ page: “We’re closing your account - if you’ve got a Plusnet email address linked to your account this will no longer work, so please change your email address” … but I haven’t managed to replicate that message (though I do have a screenshot).

Initially, I thought they must be closing our PN Broadband account! - but I then figured that was unlikely, given that we only started a new, 24-month broadband contract in March 2026 - so that message probably relates to the deletion of the PN email account? (ie. what I’ve now discovered).

In terms of escalation, it looks like some of you may have connections to the PN team?

If so, could you please relay these findings to them, and put me onto someone from PN, so that I can PM them the specific details of our PN account and the associated emails (3) and (4), for investigation/resolution …

Not being an IT guy, you’ll appreciate that it’s not easy for me to describe this issue, but I think that writing my original post, plus this follow-up post, on this thread, helped me to express it reasonably well, and they should serve as a good basis for PN investigation (along with the specific account details).

Many thanks, as ever, in anticipation of your assistance! Andy

[#10]

@Grainywand 

I did get an odd, little clue when I logged into the Plusnet Member Centre - a very strange on-screen message on the member ‘Home’ page: “We’re closing your account - if you’ve got a Plusnet email address linked to your account this will no longer work, so please change your email address” … but I haven’t managed to replicate that message (though I do have a screenshot).

To be clear, did you just see that message the once ? and its no longer displayed when you login to the account ?

Initially, I thought they must be closing our PN Broadband account! - but I then figured that was unlikely, given that we only started a new, 24-month broadband contract in March 2026 - so that message probably relates to the deletion of the PN email account? (ie. what I’ve now discovered).

That message does refer to an account closure and not an email closure, so I'd be very concerned!

edit: meanwhile I've escalated the thread

[#11]

One key diagnostic method for eliminating email configuration issues is to log on to your nail box using webmail.  Have you tried that?

Have you looked at your account ticket history?  Use the link below.

Account closing warning could indicate a line (service) slamming error.  Call support to check the status of the account URGENTLY.

[#12]

Hi @Grainywand 

I've sent you a Private Message with some further information from our support team. 

Linzi 

[#13]

@MisterW 

Many thanks for the quick response, much appreciated, as ever! (apologies for the slow response, I was tied up with other stuff this morning) …

Anyway, in response to your question, yes, I only saw that message once! - when I logged into the PN Member Centre several times, subsequently, it wasn’t there (and I’ve just tried it again, and it wasn’t there now, either).

When I did get the message, it was a bit odd … I entered my Member Centre login credentials and the login page just ‘hung’ with the ‘Loading’ circle spinning endlessly, so I clicked on the member ‘Home’ icon at the top (to get out of that endless loop), and it then displayed that message, along with various other member details, including our {username} on the top bar, plus various other member details boxes (our ‘Bills and Payments’, ‘Contract Details’ (broadband contract), …).

 … but, as I say, when I logged in again, straightaway, afterwards, it reverted to the ‘normal’ member homepage, without that message - very odd!

I see that @Townman has also replied with the following about that message …

”Account closing warning could indicate a line (service) slamming error ” … (which I didn’t fully understand), but he also added:

”Call support to check the status of the account URGENTLY ” (which tallies with you saying “I’d be very concerned! ”).

Any further thoughts on that, based on what I’ve said above?? … before I call support this afternoon (I’ll have to do that anyway - see below).

Many thanks for escalating!🙏 - I’ve also received a PM from @Linzi_H , which I’ll respond to this afternoon, and I’ll have to call support, too, about that anyway.

It’s all extremely odd - Linzi says that the support team investigated, and I opted out of the migration twice on 7th May!?😳

However, as I already said in my previous post, I can absolutely, categorically say that I/we DIDN’T opt out! - the migration email I received indicated that the default (if we did nothing) would be to migrate those emails, and to opt out you had to actively click on a ‘button’ in the email, which I definitely never did!! (why would I, with one of those emails actively used by my wife!).

So, how PN got ‘opt out of migration’ messages, heaven only knows!?🤔 (could that email have been hacked?😬)

Anyway, I’ll give an update once things are any clearer …

Huge thanks again, as ever!🙏 Andy

[#14]

@Grainywand 

When I did get the message, it was a bit odd … I entered my Member Centre login credentials and the login page just ‘hung’ with the ‘Loading’ circle spinning endlessly, so I clicked on the member ‘Home’ icon at the top (to get out of that endless loop), and it then displayed that message, along with various other member details, including our {username} on the top bar, plus various other member details boxes (our ‘Bills and Payments’, ‘Contract Details’ (broadband contract), …).

 … but, as I say, when I logged in again, straightaway, afterwards, it reverted to the ‘normal’ member homepage, without that message - very odd!

In that case, I suspect that's a red herring, I've seen the member centre login 'glitch' occasionally. When it glitches , a flag doesnt get set properly and odd things can be shown.

It’s all extremely odd - Linzi says that the support team investigated, and I opted out of the migration twice on 7th May!?😳

Now that might explain why your email accounts have gone!. If the 'system' thinks you've opted out, then come migration day I'm not sure what happens!. On a normal migration, the mailboxes etc are transferred to Greenby and if successful the email component is removed sometime later from the PN account. I suspect if the account is opted out, it may just remove the email component.

[#15]

@MisterW 

Many thanks for the additional responses.🙏

1. Thanks, that’s reassuring! I’ve also seen PN Member Centre glitches in the past (not just at login!) … especially when we were in the process of upgrading from one broadband product to another (+ new contract), and, inexplicably, Member Centre ‘mixed together’ the timelines (switch process steps) for the previous broadband switch and the current one, with some process steps/dates from each!? I can always double check the account status when I call support, later, as a ‘belt and braces’.

2. Yes, if the system ‘THINKS’ we’ve opted out of the email migration, then what happened makes perfect sense … BUT, I/we definitely DIDN’T opt out! So, the question remains as to why the system ‘thought’ that, and, of course, whether the email situation can now be recovered - if it can’t, then it’ll be a total pain, and my wife will understandably be very annoyed!

Either way, we ABSOLUTELY CANNOT have it happen AGAIN with the migration of our 2 MADASAFISH email addresses, though, as that would be an ABSOLUTE DISASTER!! (they are associated with absolutely everything, for our personal affairs, including literally hundreds of online accounts, often as the account ‘key’ (ID)!)

Many thanks again, as ever! Andy