Update on Plusnet Email Migration

[#1]

@Protech The announcement is on the Plusnet website, has been for a while.

“But the plans were on display…”
“On display? I eventually had to go down to the cellar to find them.”
“That’s the display department.”
“With a flashlight.”
“Ah, well, the lights had probably gone.”
“So had the stairs.”
“But look, you found the notice, didn’t you?”
“Yes,” said Arthur, “yes I did. It was on display in the bottom of a locked filing cabinet stuck in a disused lavatory with a sign on the door saying ‘Beware of the Leopard.”
― Douglas Adams, The Hitchhiker’s Guide to the Galaxy

[#2]

@plusnettony 

This isn't just about Plusnet's appalling communication of their future plans for their email service.

It's about your appalling communication over the last three months, about the fact that your service has huge problems NOW receiving email from Microsoft-owned servers (Outlook, Hotmail etc).

I understand that these problems are not caused by Plusnet, but by changes on Microsoft's side.  But a responsible email provider would be talking to Microsoft and working with them to find a solution.  And communicating that fact to their users.  The fact that you are not communicating is why everyone is so frustrated with you.

The strong implication is that Plusnet is doing nothing, and doesn't care about their customers.

Prove me wrong.

[#3]

I really sorry you feel this way.

Posts have been made in relation to the problems with Microsoft emails, and of course feedback will be taken on board about the earlier days of the investigation. 

In terms of the migration project, it's a fine balancing act in providing the right level of information. We can't email everyone on day one, nor are we ignoring those who haven't been explicitly told about issues. For those who haven't received any comms yet, there is no change, until time comes that there is, and those users will be comms'd at an appropriate time. 

[#4]

@plusnettony Posts have been made in relation to the problems with Microsoft emails

Unless I've missed something, the last such post was over a month ago, and merely acknowledged the existence of the problem.

https://community.plus.net/t5/Email/Microsoft-email-issue/td-p/2017289

and of course feedback will be taken on board about the earlier days of the investigation. 

Please take on board the feedback about how the problem still exists and you appear to be doing nothing about it.

**COMMUNICATION**

[#5]

Thanks. Followed the link and found it. Not a page I tend to visit, having set up my emails long ago and not having had any problems (apart from when the system goes down, as yesterday, when I tend to visit this Forum to check I'm not alone).

I'll have a look through the FAQ later, as I see it covers domains, of which I have, and use, the one offered to me and other customers many, many years back, when there was some sort of 'incident'.

[#6]

Given I've been using Plusnet email for more than 20 years, I'd no reason to go into the Help system and therefore happen to come across an announcement about a major change.

[#7]

precisely.

And I learned years ago that the Service Status page was a waste of time as it always said everything was fine.

[#8]

Well now I know what's planned that means I've got more than 60 days to decide if, when and how I move my email to another provider.

[#9]

And when you've moved your email, and noticed that Plusnet's offering is now the same as any other ISP, there's nothing to stop you moving the rest of your business elsewhere.

[#10]

---

@Protech wrote:
The announcement is on the Plusnet website, has been for a while.
https://www.plus.net/help/email-guides/how-to-use-plusnet-email/
Which is about as proactive as can be expected these days...

---

Thank you for this. I've now had a quick skim through the FAQs linked to from that page and will read more thoroughly later. However at first glance as customers (probably) have to make changes to our mail client, make additional changes to our account that Greenbay will advise post(!)-migration AND have potentially 24 hours of not receiving email while being migrated, that is definitely NOT a transparent process.

I am not filled with confidence.

[#11]

Is this migration got anything to do with why my Plusnet emails take ages to load . Then keep refreshing while I try to delete the ones I don't want.

[#12]

Which email brand?

[#13]

I have had no communication whatsoever from PlusNet about email changes.

For the past 10 days or so I have been unable to send emails using Thunderbird, getting:

"Sending of the message failed.
The message could not be sent because the connection to Outgoing server (SMTP) relay.plus.net timed out. Try again."

I have spoken with PlusNet support and received a very unsatisfactory response along the lines of "we have no idea when this is going to be fixed. You should use WebMail!"

I have been a PlusNet customer for a very long time, but this email problem plus the fact that PlusNet is not offering digital landlines with its FTTP product plus the appalling yearly fixed £4 price increases (>>10% whereas Sky increases were 6.2% for 2025) mean that I will probably be leaving at sometime in the near future!

[#14]

Earlier in the week I saw :

SMTP relay.plus.net had become [91.204.208.26] CNAME mail.plusnet.enmail.co

But today the nslookup for  relay.plus.net returns :  212.159.8.107 and 212.159.9.107

What am I missing ?