Plusnet email moving to Greenby

[#1]

Which mail client, @tobiz  - they all have different 'messages'/responses to the same issue?

[#2]

@jab1 

Ok just sent a test email to myself and it went through

The original error I got earlier may be a timing/loading issue (as per the other thread) but:

Error occurred at ~11:45

It had 1 recipient

From xxx@metronet.co.uk

Using Thunderbird

Given the timescale and complexity of the move to Greenby seemed a reasonable conclusion it was related.  Interesting to see though a similar problem has been noted earlier (I think I've not moved yet to Greenby).

[#3]

You would know if you had moved - you would have had a 'Welcome' email.

[#4]

Is anybody else having difficulties with Greenby ticket system?  I won't bore you with all the tedious details unless others are in same boat when it might be useful to compare notes.   So far not one original question answered,  Finally advised to communicate by replying to email which confirmed the ticket but this has a no-reply address so of course my reply was returned undeliverable.  Total impasse.

[#5]

Yes - You are not alone. The AI Bot is worse than useless. Just keeps going round in circles with no response. I have found the only way to get things resolved is to request human intervention. The AI bot will draft the words required to request human intervention. Try "Formal Complaint - I require Human Intervention" in the ticket subject heaing box.

[#6]

As of today 18th Sept 2025 my metronet email account won't receive or send emails.  It won't login to the account.  I've not changed anything from the last time I reported a problem only this time it's worse before it would receive but not send, now it won't do either.  Last one received 17/09/2025 @ 20:09.

And no I haven't received a "Welcome" email from Greenby; Greenby might, of cause have sent one but I wouldn't know since I can receive anything.

Is my computer system working? Yes my other non-plusnet/metronet email system is working 100% from the same Thunderbird system.

The reliability of plusnet/metronet email has really gone down hill!  Is this related to the move to Greenby?

Ignore this, Just tried it and it's back!

[#7]

Can you please try running the server connection diagnostics - link below.

When did this last work successfully?

@plusnettony - can this be checked with Greenby please?

[#8]

@tobiz your migration hasn't been done yet based on the email address on your profile, it's in the list to do and we're hoping to complete it tomorrow all being well but as at right now you haven't been migrated. There was an issue this afternoon so I suspect it was related to that.

[#9]

@Mount yes the ticketing system is a disaster.  incomplete or random entries,  acres of unhelpful bot-generated guff, and the bot itself raises tickets on your behalf which just adds to the confusion.  At one point I was unwise enough to raise a ticket about the ticketing system,  and the results were surreal.  I don't have the time or emotional energy to put it all down here - I have little chance of affecting any outcome,  and life's short. 

One thing though that has hacked me off and I'll put it down here. 

***GREENBY BILLING AND CARD HANDLING***

2 weeks after migration,  I started getting your-service-will-expire-in-16-days warnings.  OK, I owe them  £15,  so I attempted to pay.  Without success - any combination of cards,  devices, operating systems and so on.   I raised a ticket (which spawned additional tickets thanks to the bot's verbose intervention,  and left it for the time being. 

Three days later,  I noted a payment had appeared on one of my card statements,  even through the card had errored online, a payment was taken,  days after the card errored .  Presumably as a MO/TO transaction - i.e, somebody uses an offline record of card details to put through a transaction manually.   

It's now shown as paid on the Greenby portal - but I'd be a bit alarmed if someone was going through the error logs, or wastepaper bin (metaphorically) to cobble together card payments because their gateway didn't work.  

Also rather alarming was the invoice number on the portal - invoice number 23.   I'm only the 23rd person to complete the  cycle through to payment.   (if the "3" is a check digit then I'm only the second! - but I think HMRC rules are that invoice numbers have to be strictly sequential).     

We're forever being told about the size, scale, complexity of this exercise - it's worrying that things are so flaky with the small, simple stuff (Metronet) that's being done first. 

[#10]

There are a few examples of bugs raised on this site which I've raised to Greenby, some having been resolved. I've also sent them a thread (can't remember which thread it was) so that they can peruse the PN community should they so wish. 

[#11]

@pwberry  I could have written the first part myself.  I thought I had plenty of time and emotional energy but Greenby has consumed all my reserves and I've given up trying although there will be one important exception.  I too have yet to pay the £15 fee and fear having to tackle what will predictably be a very challenging and fraught process.  So thank you for your pioneering work and setting out your experience as that will be useful guidance I'm sure.

It is reassuring that @plusnettony is getting aboard this, thank you.  We have had PMs between us and some of my failed ticketing is a subject of those PMs and I dread the day when the Plusnet help team is no longer in a position to resolve  such problems as you have on this occasion.

I think the ultimate absurdity of all this is the Greenby ticketing bot advising, as a last desperate resort, to communicate direct with Greenby giving an email address which is undeliverable.   As you all too rightly say @pwberry   - surreal.

PS   I'm told the next big thing following Artificial Intelligence (AI) will be Primal Intelligence (PI).   I can't wait!   PI in the sky?

[#12]

Potentially the most silly question of the week, nah month, all I want from an email system is for it to work, for me to receive emails & for me to send them, I really like the anything@username.plus.com as I hand these out to all & sundry for every company I interact with. So finally to the question, is there an alternative to Greenby BUT maintain the username.plus.com, can it be migrated, ported out no idea of the terminology?

[#13]

No

[#14]

So today I have finally resolved my biiling with Greenby. Its taken the best part of a week. Speaking to my bank when the £15 payment was made it was held as pending by Greenby. At this point I got the error popup from Greenby saying there was an iisue with the payment. The payment took two days to be excepted. After getting nowhere with the AI bot I raised a new ticket as a complaint requesting human intervention. This seemed to do the trick. I received updates a day later on the ticket from an agent saying that it was all resolved. The Grennby portal now shows that my metronet email address is active for a year. In addtion there was also an invoice that I downloaded. Incidently, the payment made does not appear in my bank account as Greenby - It shows as Enixltd.com

[#15]

@Phaeton Greenby are one of the brands of the Enix group 

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