Plusnet email moving to Greenby

[#1]

So just tried logging again and lo and behold I can now acess the Greenby Portal.

I can also use my Outlook clients and my Iphone to acess my Metronet email boxes albeit that it has replicated with two weeks worth of emails.

I think that the moral of the story would be to wait a couple of hours after receiving the email confirmation from Greenby.

One thing I have noticed is that my emails are still currently replicated within the Plusnet Webmail portal. Presumabaly at some time in the futrue this will stop.

[#2]

Webmail functionality will remain.

[#3]

@Rickmia18 

The Webmail “portal” is just another IMAP client like that on your device, accessed via a web browser and provided by the business.  In the same manner that your own email client finds its way to where an individual user’s emails are hosted (Plusnet or Greenby) the webmail client does exactly the same.

[#4]

So once migrated to Greenby would Plusnet Webmail access to migrateed metronet email addresses to remain indefinitely?

I would have thought that at some point in the future this access would be lost.

[#5]

So this morning I have sent emails to and from all of my devices using my metronet email addresses. Everything is Ok. External emails sent to me overnight have appeared on all my devices so all in all the migration to Greenby was a pretty flawless.

[#6]

So once migrated to Greenby would Plusnet Webmail access to migrateed metronet email addresses to remain indefinitely?

That's as we understand. The webmail client is now hosted on Greenby's systems and provides access to both migrated and non-migrated email accounts.

[#7]

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@Rickmia18 wrote:

So once migrated to Greenby would Plusnet Webmail access to migrateed metronet email addresses to remain indefinitely?

I would have thought that at some point in the future this access would be lost.

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To be a pedant - some form of webmail access can be expected to be maintained; will it still be Plusnet branded is purely conjecture.  The version of RoundCube used by Plusnet is mature.  It would be a reasonable hope that subsequent to full migration that Greenby might upgrade the implementation ... or indeed offer some other webmail interface.

One should not think of this as PlusNet's webmail, but rather PlusNet's branding of the industry standard webmail applications RoundCube and SquirrelMail.

[#8]

*sigh*
Wish I could have shared @Rickmia18's flawless experience. 

Email outage from Saturday through till Wednesday morning - from this point onwards the mailboxes have been working fine, stuff coming in and going out without issue,  and appreciate @plusnettony's efforts to get things moving.   

The problem is on the Greenby front-end,  which is an absolute dog's breakfast.  An "access denied" message when trying to do the most routine profile enquires,  a blizzard of random "whoops something went wrong" (I kid you not) messages,  with no discernable pattern,  and - worryingly - a billing screen which shows I'm to be billed at £12.50 a month,  starting October. 

So I've raised a series of Greenby support tickets for these,  and the sting in the tail is that the ticket system appears to be a mess as well - all tickets go unacknowledged,  and just show as empty records online.  Their AI bot appears to raise tickets for you if you use it, unasked,  which doesn't help.  The ticket I raised about the ticketing system not working I just did out of irony.

Am I alone, or have other people seen this? Are these PN's problem, or Greenby's?  

[#9]

I have just logged in and had a good look around the Greenby Portal. It’s not brilliant and will probably take a bit of getting used to.

Within the profile account page, I have updated my contact information. There is an option to enable MFA which they recommend but I am not going to do yet.

Not sure what it is, and I don’t want to break something that doesn’t need fixing.

I can view my two metronet email boxes without issue within Webmail. They are current and up to date.

There is an email domain listed as my main Metronet email address which when I click on the three-dot menu if offers “Mailboxes” “Forwarders” “Filters” and “Setting”

I cannot access any of these. I get an error message Access Denied You don’t have permission to access this service. If you feel this is a mistake, please contact support.

Not sure if I should be able to access this or whether I would need to.

I have no domains and no web hosting.

I have updated my contact details in the Team, Details and Users.

I also have a billing services screen that says I have to pay £12.50 a month from October for one of my email addresses. The other is not listed.

This needs to be sorted.

What is confusing is that I have two email address so from all the previous correspondence I would presume it would be £30 for the year. I will raise a support ticket and see what happens.

[#10]

So this is the what was in the ticket I raised.......................................................

Why in billing services does it show only one of my email addresses and why does it show it as £12.50 per month from October. From the Plusnet migration emails I have received it should be £15 per year.

And this was the response from the AI Bot.............................................................

Thanks for checking – I can clarify how this works.

• Why you see only one email address: In Billing > Services we show a single “email service” entry for your account, not each individual mailbox. That one entry covers all of your existing Plusnet mailboxes and any new ones you create.

• Why it shows £12.50 per month: That looks incorrect. Our knowledge base shows the Plusnet email package as an annual plan, not monthly. For customers without active Plusnet broadband after migration, the standard is £15 per year covering all mailboxes, with 2GB total storage included. If you’re an active Plusnet Broadband customer, the email service is free for 2 years from migration.

What I can do now

• If you can share a screenshot or the exact text you see in Billing > Services (including any product name and next charge date), I can double‑check whether it’s just a display label or if the billing term is mis-set on your account.

Likely next step

• If it’s displaying “£12.50 per month” on your migrated Greenby account, that would need a quick correction by our team. Please submit a support ticket with:
  • Subject: Billing shows £12.50 per month instead of £15 per year
  • Include: your Greenby login email, the screenshot/text from Billing > Services, and whether you currently have active Plusnet broadband.

If you already have an open ticket about this, please update that existing ticket rather than opening a new one.

In the meantime, you won’t be charged monthly for this service based on what should apply; we’ll make sure the plan reflects the correct annual pricing once reviewed.

[#11]

These are questions / issues to be addressed and followed up with Greenby.

[#12]

There is an email domain listed as my main Metronet email address which when I click on the three-dot menu if offers “Mailboxes” “Forwarders” “Filters” and “Setting”

I cannot access any of these. I get an error message Access Denied You don’t have permission to access this service. If you feel this is a mistake, please contact support.

I would have thought you should be able to create mailboxes & forwarders(aliases) since that facility was available on your Metronet account.

[#13]

"The version of RoundCube used by Plusnet is mature."

Could that translate as "past sell-by date"?

[#14]

I would have thought you should be able to create mailboxes & forwarders(aliases) since that facility was available on your Metronet account.

Looking at that again, I'm not so sure now. Is the metronet email address format <username>@metronet.co.uk ? unlike the PLusnet format which is <mailbox>@<account>.plus.com then that could explain the lack of access to create mailboxes/aliases

@pwberry I notice there are some images you posted that are awaiting approval but they contain your actual email address

[#15]

The metronet email address format is <username>@metronet.co.uk