Update on Plusnet email migration to Greenby

[#1]

I accepted your assurance that I need do nothing and all would be looked after and Greenby would contact me in due course.

That didn't happen so I don't know if I'm still supported or not.

 The situation now is I have no email  and no way of contacting you.

.

I am/was <redacted>@<redacted>.co.uk (username <redacted> on F9)  The domain can still be browsed

I use Thunderbird as I cannot access webmail because I do not have a broadband subscription with Plusnet.

I can be contacted at <redacted>@gmail.com

Moderator's note:
Personal information removed from a public forum (to an area that staff can see).

[#2]

Hello, not used to forums, but I have lost emails from my inbox as well.

Had the email about migration happening from 24th November, found this forum to help me check my settings, and sorted them. Waited to see what happened next. It's a Plusnet email address.

On wednesday morning I checked my email on my laptop, all of my december emails were in my inbox, plus an assortment of about 80 random earlier ones from 2024/25 which had appeared during December. By 30th November I had tidied and saved any emails I had wanted and deleted those I didn't.  I left most of December ones (about 50 maybe) in the inbox because odd things were happening, lots of spam, old stuff, duplicates, deletions coming back etc, and so that there would be something to migrate, and also busy time of year, so hadn't had a chance to read/deal with some.

Anyway, wednesday, only time for a quick look - I had received an email from Greenby, migration done, and a couple of others after that, but had to go out, so on Saturday (yesterday) I looked at email, had about 12 emails, the earliest being from 17:51 on 18th dec, and had no prior emails in inbox, including the welcome one from Greenby.

Went to Greenby, put in Plusnet user id, password, got in fine, didn't need to change password. Went to their webmail, exactly the same as my email prog, 17:51 18/12/25 onwards only.   I have lost any prior emails, but I only need December's ones, everything before already tidied and saved.  Came to the forum (found in November) and spent hours, looked at other people's difficulties, tried to see if any fixes worked for me  No joy.  Tried to log into Plusnet webmail to find my missing emails, but login failed.

Can receive new emails, tested send, to myself and to gmail was fine, but no migrated history.

I looked very hard to see if they were 'hidden' somewhere, which other people had found, but definetely not.

I can see there are some very knowledgeable and supportive people on this forum, so ...

Please can anybody help me to get back my December emails, before they vanish forever ?

[#3]

OK so I have all my emails and folders restored. I found that if you go in to Greenby webmail, go in to settings and select folders. All my folder titles were there. Just click the little slider icons to subscribe to them. All my emails were in them fully restored. I then deleted my email set up on my iphone, set it back up and sure enough all the subfolders and emails all appeared. 

[#4]

Hi frenchy2475,

I've looked at the folders in settings, they are subscribed: Inbox, and the maintenance ones, drafts, sent etc.

I didn't have any sub-folders or custom folders, so that is not the problem. I use local storage for kept history.

I've actually lost all the emails which were already in my Inbox prior to 18/12/25 17:51, some read, some not.

[#5]

Hi @Sue67,

Welcome to the Plusnet Community

With you mentioning local storage, how is it you had your e-mail setup? Do you access your e-mails through an e-mail programme and use IMAP or is it POP you were using in your e-mail settings? 

Alex

[#6]

I also DID NOT get a "you've been transferred mail. and then couldn't send mails from my Outlook ( office 2019)

Noticed send address errors from my long running desktop outlook account . found could still send from Plusnet webmail (I'm old customer with a "force9.co.uk address)

PlusNet call centre put me on to greenby, managed to log in with PlusNet username and password and seemed to have some mails and could send from there.

Still unable to send from outlook

found help chat bot who asked me to check settings of greenby mail  account and there was only the generic "user@force9.net not an alias for my full email address. 

I reported this then spent nearly 2 hours looking and reporting back often similar stuff.

THEN suddenly got several of the unsent mails through to another account on the phone and chat bot replied "WE HAVE ADDED AN ALIAS (my actual email address at force9.co.uk) and it all seems to send and receive again.

DOESNT BODE TOO WELL FOR SUPPORT FROM Greenby given I have stayed with PlusNet for years as when i have had issues (not often TBH ) they've responded and sorted quickly.

[#7]

Just checking back in. Just when you thought it couldn't get worse - it gets better.

After my last cri de coeur email connection re-started a couple of hours later.

Currently Thunderbird is working OK - but insists on re-validating the password periodically.

I assume this is some kind of idiosyncrasy of the POP3 configuration.

I've had it before - and then it cleared up.

I am just coasting through the Christmas period as I am.

In the New Year will have to start serious evaluation of whether to stick with PlusNet and convert to full fibre, keeping Greenby

- or - who knows.

[#8]

Hi @Alex_H 

Thanks for responding, I use an email client, and IMAP

[#9]

---

@ColdharbourDave wrote:

Currently Thunderbird is working OK - but insists on re-validating the password periodically.

I assume this is some kind of idiosyncrasy of the POP3 configuration.

---

If you have stored your password in the Thunderbird Password Manager, can you check that it is correct?

Use Menu => Settings => Privacy & Security then click on Saved Passwords to get a list, then click on Show Passwords.

There should be an entry for Provider "mailbox://mail.force9.net". Make sure that the Username and Password are correct for the mailbox you are connecting to.

Then check that you are using the settings:

• POP Server: mail.force9.net  
• Port: 995 
• User Name: If default mailbox, just accountname otherwise accountname+mailboxname for secondary mailboxes.
• Connection Security: SSL/TLS
• Authentication: Normal password

and click on Test Connection to Server.

Does it say "Successfully established a secure connection to mail.force9.net:995." ?

That works just fine for me here, with Thunderbird 146 on Win11.

[#10]

I haven't changed the password since I've been using Thiunderbird (ie since April 2022)

but I;m not using port 995 - I am on port 110.

I think we've been round this loop before.

And of course despite me not changing the password Thunderbird quite frequently updates itself.

Can I access my new Yahoo and Gmail account on Thunderbird - that is the same one?

[#11]

@ColdharbourDave So did you check the user & password were correct in Thunderbird?

And did you try Test Connection with your settings? 

Your passwords held by Thunderbird should not be affected when it updates itself.

You can certainly add another account to Thunderbird to access gmail (I do), and I suspect Yahoo, but you will need the correct server details for each of them.

[#12]

I believe my email is yet to be migrated, and it seems a rather holy grail to get an support or even advice.
On 23 December 2025, I received my last email to <user>@<account>.plus.com, that is a redirect to <user>@gmail.com.
My non-redirect mailboxes are still working, it's just this redirect.
I will try setting up another test redirect, and depending on results may delete and recreate.
Sending emails to <user>@<account>.plus.com does not cause error or bounce messages, it seems they are disappearing into a hole somewhere.
Please help, advise, etc.
Jerry