Update on Plusnet email migration to Greenby

[#1]

Hi @mattylou.

Thanks for coming to the community.

Could you try to access this on www.greenby.com, rather than the webmail site and see if you can get into the admin pages.

Debbie

[#2]

Hi

I've just joined the community to report we've had no emails since last Thursday afternoon (16th April).

We haven't migrated to Greenby and I have tried logging in but we're not recognised.

I can't access any new emails on my phone, PC or through webmail.

This is very concerning as lots will have been missed.

How do I get this resolved?

Do I need to phone?

Thanks

[#3]

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@heldri wrote:

Hi

I've just joined the community to report we've had no emails since last Thursday afternoon (16th April).

If the username in your forum profile is right, it looks like you've migrated in March. Try to log onto www.greenby.com to set up your account if you haven't already. 

[#4]

Hi, thanks for getting back to me but my username is not linked to my Plusnet email account. I've tried logging into Greenby with both our email addresses and usernames which we login to webmail with but neither work

What do we need to do to resolve this?

[#5]

There is an option if you've forgotten your password. It will text a code (assuming your number is right). Failing that, we can get you a code if you call us, or contact Greenby directly. 

[#6]

Hi, thanks but I haven't forgotten my password, assuming it's the same one I use for Plusnet currently?

[#7]

Hi @heldri,

When you log into your Greenby account, you'd just need to use the same email address that you used to log into your Plusnet email account.

If you're unable to use the forgotten your password link, I'd recommend contacting Greenby so they can get this looked into for you.

Chris S

[heldri]

Hi heldri 
Ignore those who imply it's you forgetting this or getting that wrong. It's Greenby that's the culprit.

Example: I've just now tried to login, it failed with a balloon "oops - something's gone wrong".

Tried a second time with EXACTLY the same info, failed again, ballonless.

Tried a third time with an obsolete password, failed again (obvs).

Tried a fourth time with the correct password: this time it worked. This is not my insanity, it's GreenBy's insanity.

You might like to try doing this - suggestion, try with right password, try again with wrong password, try again with right password. See what happens.

[#9]

Ok thanks, I'll.give that a go!

[#10]

One more thing you may wish to try, it resolved my ongoing issues of not being able to log in with all the details correct!

Use a private browser window, worked instantly and no more password errors.

Prior to this, I had tried clearing the DNS and browser cache, using two different laptops, so Win10 and Win11 were used and three different browsers without any joy, the private browser window sorted it for me.

[#11]

Thank you for the tip, much appreciated!

[#12]

I've just tried the tip above about using a private window - and it STILL says I'm NOT a customer and I need to ring PlusNet to confirm my identity???

Yet I'm still getting emails (and about 5-10 spam emails) a day into my Thunderbird email account?

[#13]

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@Stampy wrote:

I've just tried the tip above about using a private window - and it STILL says I'm NOT a customer and I need to ring PlusNet to confirm my identity???

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You don't appear to have migrated, so all your admin should still be on portal.plus.net. 

[#14]

OK, sorry to hear that.
My precise error was that my username and password were invalid, even though they were correct and I ended up at the contact Plusnet screen.
So I did this and went through many options with them and eventually, the private window option worked for me.
Plusnet mentioned that this also worked for another user, but it was not clear why...
Plusnet were great in trying to assist and I could 'feel' their frustrations with the issues.
I'm slowly migrating all my email contacts to Proton Mail and Gmail before I need to pay a further Greenby subscription.
Proton mail is my current favourite, but I'm getting to like Gmail, it's what to do with my email records in my Plusnet account I need to resolve....
I can only wish you best wishes for a successful outcome.

[#15]

@Porthrepta 

 "it's what to do with my email records in my Plusnet account I need to resolve...."

If by "email records" you mean emails in various mailboxes, then just a reminder that you can always download entire mailboxes to your PC from the Plusnet Roundcude webmail, in mbox format (similarly in Greenby webmail). Presumably they could then be loaded into a suitable client email program.