Plusnet email moving to Greenby

[#1]

Message not found. Looks like it has been deleted.

[#2]

@redsox9 It hasn't.

[#3]

Hi Rising Star,

Thank you for your helpful response and URL.

This is interesting mainly because the ENIX page  you directed me to clearly needs some updating by the owners.

The list of associated firms on that page seems misleading .

A quick check at Companies House indicates

Brixly Ltd --2nd September 2025 First Gazette Notice for voluntary strike off    -(26th August 2025 application to strike Company off register)

Pixel Internet Ltd- 18th July 2023 Dissolved via voluntary strike off

Eco Web Hosting Ltd- 10th October 2023 Final Gazette . dissolved via voluntary Strike off

Perhaps Plusnet needs to ensure that loyal email users of Plusnet, Metronet. Force 9 Madaasafish etc are carefully looked after by any  purchaser or business partner they involve themselves with into the future.

myk0077

Moderator's note:
Typo corrected (Brixly, not Brixley).

[#4]

Nay sayers can object as much as they like but the die is cast. Hosting of all the Plusnet email addresses are in the process of either being moved to Greenby, or if users so choose, deleted. Despite protestations, regardess of whether or not they are rational, this will not change.

Users have the following options:

1. Go along with the change

2. Abandon their Plusnet email address and start using one of the many free email services available.

3. Abandon their Plusnet email address, register their own personal domain name and use one of the available hosting companies that provide a basic mail only hosting service. Your own domain name will give you a personal email address that is fully portable to whichever hosting company you wish. You can never move a free domain to a different hosting company, this also applies to Plusnet family addresses both now or after they are transferred to Greenby. Domain registration and email hosting with companies such as Mythic Beasts can cost less than £30 pre annum.

Advice regarding how to set up any of these options is readily available here.. 

[#5]

Or if users already have a hosted domain and were sensible enough to only use that in email addresses, migrate the domain to somewhere else.

I really do not understand the disposition of the nay sayers over the the Greenby Brand / Company: many organisations deliver the same service under a multitude of brands, it is akin to Plusnet having offered the Plusnet, Force9. Free-online and JLP branded email services and before that the BrightView and MAAF groups offering a multitude of virtual email services.

Has no one ever noticed when looking around for car insurance how several apparently distinct companies have virtually identical websites but are branded differently?

I suggest that Enix and Greenby are no different.  The concern which users might and rightly have, is the apparent early life issues accessing proper support - the difficulty of engaging a real person is worrying, but these days that is all far too common.

[#6]

"Perhaps Plusnet needs to ensure that loyal email users...are carefully looked after by any  purchaser or business partner they involve themselves with into the future."

Most of us hope for that basic courtesy but that is clearly not the case already. Mail is a weight on Plusnet's shoulders. They have invested next to nothing over the years. The Webmail front end has always been the most unresponsive and inadequate tool, they have had major security breaches and didn't even have encrypted mail till very late in the day.
I assume the quicker they dump the weight off their shoulders the better. Just like dumping landline provision.
I would suggest mail is one of the main things keeping a lot of their loyal broadband customers loyal. With far better deals elsewhere that offer more, they will be quick to vote with their feet.
Greenby may well be a very poor choice by the sound of their disastrous support but will that bother Plusnet? Loyalty counts for nothing at all in this business.

[#7]

@Baldrick1 Thank you for setting out so clearly the options available, that is helpful advice for those affected and pondering.

I just wondered if there should be some sort of link following your final paragraph "Advice regarding how to set up any of these options is readily available here.. " or whether you meant the advice is within the board/thread.

Many thanks

[#8]

@annjenni19 

There are so many options and variables that it’s pretty well impossible to produce a generic document. What I am suggesting is that any specific questions posed by posting on this forum will receive a response from a fellow customer.

Your starting point has to be: which option suits me? Only you can answer this question.

Option 1 is simple, you do nothing until your email service has transferred. You then follow instructions provided bt Greenby.If this gives rise to other questions then do ask.

Option 2 is a little bit more complicated. You need to decide which free service you wish to go with. You then go to their web site and sign up.

Option 3 is more complicated but pretty straightforward if you use the same company for both domain name registration and email hosting. Again, it depends on which company you choose.

[#9]

@annjenni19 

The real question is why do you think that you need to do anything?

The real consideration is to accept what is going to happen (which means you can keep the use of your existing ISP based email address) or go do your own thing and invent a completely new email identity, whilst losing that which you have share with so many parties.  Frankly changing now by whatever means and creating a new email identity is much higher risk than moving to Greenby.

There does appear to be some Greenby teething issues for the early movers, but there are many around here who have not yet moved, unhelpfully spreading fear, uncertainty and doubt (FUD) before they have real experience: I wonder why they do such, beyond they just can.

[#10]

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@Townman wrote:

There does appear to be some Greenby teething issues for the early movers, but there are many around here who have not yet moved, unhelpfully spreading fear, uncertainty and doubt (FUD) before they have real experience: I wonder why they do such, beyond they just can.

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Agreed, @Townman . I don't think it is reasonable to expect everything to go like clockwork. I obviously have no idea what testing has gone off prior to those first few moving, but I do know that moving data to new environments can throw up unseen/unexpected complications, even if you think you have tested everything possible.

[#11]

From my experience of project managing large IT projects it's expected to get a few bumps along the road with migrations like this.

It's how they are handled that matters

As an ex-military colleague always said plans survive until first contact with the enemy!

It's sensible for Greenby to do a phased migration, given the collection of Plusnet's legacy brands.

From what I can see the Metronet migration is a validation/proof of concept and lessons will be learnt from that.

Hopefully one of the areas to be addressed will be the responsiveness and quality of support.

Nothing wrong with high quality bots if they can resolve customer issues, however there needs to be sufficient human resources to back that up.

Ironically the largest support load is always going to be during the migration phase and immediately after.

Once things have settled down the support needs should decrease. To put that in context I haven't needed to raise a support issue with my email provider in over 20yrs.

Yes Enix is a small company, 11 employees in the last accounts , however that does not mean that they don't have access to resources they need via other supplier arrangements.

So I would expect them to be able to ramp up support resources as necessary

[#12]

@Townman I'm sorry that you inferred from my post that I want to do something, I never said that I did. I always try to be clear about what I am asking on any online media as I understand that sometimes others can read a message in a different way to that which is intended.

I read all the posts so that I can get a fuller grasp of what is happening and was interested to get some clarification from @Baldrick1 as to whether there was further information which hadn't appeared on their post. That information was kindly provided. 

You can see from other posts I have made in the thread that I have been a bit perplexed as the communication from Plusnet wasn't clear in relation to the situation with my accounts with them.

I'm sitting tight and waiting to see what happens.

Kind regards.

[#13]

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@Protech wrote:
From my experience of project managing large IT projects it's expected to get a few bumps along the road with migrations like this.


Hopefully one of the areas to be addressed will be the responsiveness and quality of support.

Nothing wrong with high quality bots if they can resolve customer issues, however there needs to be sufficient human resources to back that up.

Ironically the largest support load is always going to be during the migration phase and immediately after.

Once things have settled down the support needs should decrease. 

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Totally agree. Having been involved in at least three major data merging /splitting exercises, as a 'user', not one of those involved in the 'technicalities', I understand the complications, and as I said above, there are always unforeseen issues, no matter how much pre-release work is done.

[#14]

@annjenni19 

That's fine; confusion is understandable where users have not read the FAQ bit that says "When your turn is scheduled, you will receive appropriate communication" as many around here appear to have (not) done.  There has been a deal of speculation on a number of fronts, which is not all entirely helpful.

Issues have been encountered and on an undertaking this large, is something to not unexpected, as is a consequential stall / re-phasing of the schedule, but such does not change the in principle shape of the plan - comms will be sent when one's turn arrives.

[#15]

I don’t think it has helped that some people (me include) have been emailed with an incorrect changeover date. But as you say with a change involving so many the odd glitch is hardly surprising. I’m just glad us domain users are at the end!