Update on Plusnet email migration to Greenby

[#1]

If you mean Outlook for Windows, you may be best to set/check settings in Windows Start > Settings > Accounts > Email & accounts, rather than in Outlook itself.
This is Windows 10, I don't know if 11 is same.

[#2]

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@SkylineUK_Dup wrote:

How do I know if I've been migrated?  

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I suggest that the easiest way to see if incoming mail has been migrated to Greenby may be to simply to look for an Envelope-To header. If it exists, then it has come from Plusnet.

Greenby, in their 'wisdom' have replaced that standard header, containing the actual email address from the envelope data, with two others:

• A Delivered-To header containing the mailbox address that the email was delivered to, which is NOT the email address.
• A non-standard header X-Original-Recipient, which seems to contain the actual email address from the Envelope data that Envelope-To used to contain.

Note that some outgoing mail from migrated accounts is currently still being handled by Plusnet, seemingly depending on brand.

[#3]

It has failed for me twice this morning already. !

Does anyone know whether it is possible to alter the Thunderbird message filters to use a different email address from what it was set up with. I have extensive message filtering and re-entering it would be very time consuming.?

[#4]

Today I received an email from Greenby to say my email had been migrated - this is the first I’ve known about this happening.

They also say they want to charge £15 per annum per email address.

We joined Plusnet in 2012 and left a few years later when we sold our house and moved in with family until our new build was ready.

When we left Plusnet we had the option to pay monthly to retain email addresses/usage or pay a lump sum to use them forever free of further fees. We chose the latter.

How come you’re passing this agreement on to a third party and expect us to pay them. We paid the lump sum so we wouldn’t have future fees?

[#5]

If you do not have a current Plusnet broadband account, but still have, as you do, a free 'mail only' account, then they are not part of the 'free for two years' deal, which only applies to current BB account holders.

[#6]

@3MSW 

When we left Plusnet we had the option to pay monthly to retain email addresses/usage or pay a lump sum to use them forever free of further fees. We chose the latter.

The option of a lump sum is not one that I'm familiar with, I've asked one of the staff to look into it and whether the 2 yrs free should apply in this case.

BTW any cost is not per email address , its per account 

[#7]

I concur.
I switched from Plusnet broadband some years ago, and was allowed to retain my email addresses (one account ) for free (no one off payment).
Now, I have migrated to Greenby, and agree to pay £15 per year. Now it's paid not free I expect some customer support.

[#8]

@jkg 'Support' and 'Greenby' are mutually exclusive. I haven't been migrated yet, but I have got my own email domain elsewhere, and have moved (hopefully) all my important contacts to the new address. I may keep the PN/Greenby address(es) for 12 months after the move in case I've missed any important but infrequent contacts.  

[#9]

I too have received an email purporting to be from Greenby, also saying free for 30 days then £15 a year, also saying I had already been migrated without any warning. Trouble is, I DO have PlusNet broadband, and have had for many years (fifteen? twenty?). However I did temporarily move from Plusnet to JohnLewis (taking advantage of continuing PlusNet email, which was charged at a few pounds a year but which was never actually collected) and upon returning, Plusnet advised that I keep my  current email address. It now seems I've fallen through the cracks of Plusnet-Greenby migration. What are the chances of getting this sorted out?.... Zero from what I can see.

Further, I looked at the internal "Envelope-to' address on the email and it differs from the visible address, both the To and the CC address. Normally that would tell me it's a scam email but seeing someone else have the same style of email, I fear perhaps this is genuine. 

Yet, I have just sent a test email from one plusnet email address to another email address - successfully. Since I use Thunderbird and I've changed nothing, either the migration has worked perfectly or nothing has changed.

I don't appreciate this uncertainty and lack of clarity. I am not amused.

[#10]

@blairatholl Re Envelope-To: If you go up 7 posts in this thread you will see my post about that change. It is a b****y annoyance!

Good luck with convincing Plusnet support that you should have 2 years free with Greenby - mine was also wrong initially and it was changed - but I have been with PN for about 30 years continuous!

[#11]

I raised a query via the Greenby Help line last night re having to pay 1 year and 11 months too early. Obviously the holding reply was by Artificial Idiocy. I suppose I will have to wait for a response or a non-response.. 

I fear my relationship with PlusNet, started when I converted from dial-up to broadband, yes that long ago, will be coming to an end. I still have a landline (the same one for over 50 years) so I will also have to deal with that. I'm sure all the bright young sparks can deal with this with ease, but I'm past the point of coping well. 

[#12]

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@blairatholl wrote:

I too have received an email purporting to be from Greenby, also saying free for 30 days then £15 a year, also saying I had already been migrated without any warning. Trouble is, I DO have PlusNet broadband, and have had for many years (fifteen? twenty?).

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I've checked yours and initial comms were sent, albeit a while ago (May last year). I've also raised to Greenby that you have a broadband account. That should be sorted quickly. 

[#13]

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@3MSW wrote:
Today I received an email from Greenby to say my email had been migrated - this is the first I’ve known about this happening.

When we left Plusnet we had the option to pay monthly to retain email addresses/usage or pay a lump sum to use them forever free of further fees. We chose the latter.

I've checked back and comms were sent to you about a transfer last year (May to be exact). 

In terms of email costs, to the best of my knowledge, we've never offered a lump some email option.  

[plusnettony]

plusnettony wrote "I've checked yours and initial comms were sent, albeit a while ago (May last year)"

I've checked back too because I too have an audit trail. No you didn't send initial comms in May last year (or, since you'll claim that you did, I'll respond by counter-claiming that I didn't receive it, proof of sending not being proof of receipt, and don't even suggest I look in my spam folder 'in case you missed it'). What you did send in May last year was "Landlines are Changing" (send 28 May 2025 11:38 to be precise) nothing to do with email. You did send "Changes to your email service" on 5 Aug 2025 15:33.

I'll grant that it states "Once your migration has completed you will be contacted by Greenby." but in following the various migration threads in the Forum I understood that the process had changed so that at least some notice (30 or 60 days) would be given in advance of actual migration. I wouldn't have minded but for the surprise that payment was being demanded in 30 days. And then I found I couldn't send emails outwith PlusNet - although that seems to have resolved itself this morning. Two negative surprises. Any wonder that one is miffed.

But thanks for informing Greenby - let's see if that gets sorted out.

[#15]

Still nothing new here from either PN/Greenby since early in January .

Appear to still be able to receive messages .

However now can't send anything from PN addresses - I've tried from Thunderbird client and the message appears to go - but isn't received just vanishes into the ether

So tried to send when logged into webmail but that just gives me a message about SMTP error(550) - unknown sender !

What a mess!