Plusnet email moving to Greenby

[#1]

"Mail users who are CURRENT Plusnet broadband customers at the time of migration will receive the service for free for 2 years; those who are not broadband customers (legacy free email service users) will get 30 days free"

Little comfort to one whose broadband account was terminated (due to a bt c**k-up - none of my doing) on 1st August.  Thanks to the user forum and no thanks to PN customer service I am staggering back to having working email.  I am apparently now an email only account (didn't know there was such a thing until I read this thread). Quite keen to retain 20 year old addresses and seems no choice but be migrated to greenby.  The dispute with bt is still live so I need to know if I am being treated as broadband account (which would be fair as I did not close that account) or email only - in which case the added cost should be on my compensation from bt.

[#2]

@chips Who is your ISP now? If you have moved supplier due to whatever happened, you will not be an 'email only' account - that option ceased in September 2021. Maybe your old account didn't fully close before they were able to recover that component - I don't know, obviously.

[#3]

Straight answer - I don't rightly know.  A "mollifier" from bt said t'other day it was them but I'm paying landline only.  Could be they (bt) are trying to make amends. bt closed my wife's landline account (a stupid negligent error) - they must have told PN who without any warning closed my account.  Initially PN said emails and addresses were gone and wouldn't be back. Someone picked up the dilemma on here and got an email only account opened and addresses were restored (took until 29th Aug). Still somewhat unreliable which is why I'm on the computer today.  I suspect we have been removed from senders' lists when they saw "non existent address" notices but that's just an oldie's guess. I'll likely have to papermail the CEO to find someone with the power and ability to sort me out.  Over 20+ years PN has gone through phases of excellence and the other thing - notably the other thing when bt bought 'em out.  Hard to see the future if they don't offer email or domain services. What else is there? Cheers

[#4]

@chips Sounds like this needs some highish level input - I honestly don't know what to suggest - sorry.

[#5]

@chips I sympathise with you, I had the same happen to me in 2020, I understand originally that Plusnet used your phone number as your account number, so once the number has gone, in my instance ported away they closed down the account, along with Broadband & Emails. I can't remember how long it them to recover the emails but it was a few weeks.

When the migration started to take place I was advised I would get 2 years free, but as it's taken so long for it to happen I will no longer be a customer when it does, OR still have no plans to provide fibre on our street & as everybody else now seems to do I doubt they ever will.

[#6]

@plusnettony 

This is potentially very worrying...

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@pwberry wrote:

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.  

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There is an inference that the system stored card payment information in a manner that permitted reuse three days later.

From my experience (now 12-14 years past) of managing IT systems handling card payment information, under the PCI DSS Compliance standards, the storage of card holder details in a manner in which they can be reused gives cause for concern.

In the case of the investigation I ran, the system was inadvertently logging the PAN (the 16 digit number) to disk as a consequence of the in-flight transaction being stored in paged memory.  Memory paging caused the PAN to be written to the system paging file.  Even at that level of indirection, the storage of the PAN was prohibited.

Is there any insight as to what is happening under the covers, related to experiences such as this?  Has Greenby's system undergone a formal PCI-DSS Compliance Audit?

[#7]

@chips 

That is an unfortunate set of exceptional circumstances. I would recommend having a chat with support or possibly sending a PM to @plusnettony 

[#8]

Thanks, I've raised this. 

[#9]

@chips , In terms of migration, and I am sure we can sort something out for you, but you may need to PM me after the transfer to Greenby. 

I've taken a look at all looks OK with the account from an email perspective. 

[#10]

As of 19/9/2025 @ 14:21 I received the Welcome email from Greenby.

Since then email is working ok.

Now have to wait 2 years to see if I get free use of Greenby email (having been a Plusnet broadband user since they took over Metronet).

Thanks

[#11]

You don't need to wait two year, please PM me your details (broadband and Metronet) and I'll look into it. 

[#12]

I'm a totalise email user . Any idea when migration is taking place ? 

[#13]

I am very glad to hear of a good news story about Greenby.
Having kept up with every post on this thread, the tales of awful AI filter bots that hinder instead of help, confusion with payments, a poorly constructed and provisioned website coming up with dead-end pages and placeholder frameworks with no data in them not to mention confusion with lots of other things - all leave me with severe doubts as to whether they can handle the changeover of hundreds of thousands of current and past users. And that was all before any mass migration got going.
When you consider the amount of support calls they are likely to receive if the process isn't faultless and the urgency that those calls will warrant due to how important email is to every aspect of modern life, there is real potential for disaster.

My fingers are very firmly crossed.

[#14]

I've heard NOTHING from Greenby , I'm still able to access email from PLUSNET !!!!

[#15]

> I've heard NOTHING from Greenby , I'm still able to access email from PLUSNET !!!!

You won't until you move. Only a small number of mailboxes have moved so far, those that have, have mainly been Metronet.