Update on Plusnet email migration to Greenby

[#1]

Plus net should indeed be obligated at least morally to support their clients through a transition none expected and none signed up for and which appears to be going awry.  I have other long-standing issues with BT but the lack of care and attention to detail seems familiar..  Agreed the help on here is fantastic but why is it not pro-active ? - plus.net has our email addresses and hopefully know what is happening and what is not.  For the record my case with Communications Ombudsman is now 10 months old but I am assured will be dealt with ASAP.  😂   

[#2]

A modest proposal.

Why do not people migrated to Greenby email simply log on to the Greenby portal at Greenby.com and look in their Greenby account email settings to see what Greenby suggest as the recommended settings for their account, if they are using device based client email software?

[#3]

@pvmb 

Why do not people migrated to Greenby email simply log on to the Greenby portal at Greenby.com and look in their Greenby account email settings to see what Greenby suggest as the recommended settings for their account, if they are using device based client email software?

That won't help I'm afraid. The recommended setting is relay.plus.net and that will work in almost all cases. It will only fail where the user has, subsequent to being migrated to Greenby, closed their Plusnet broadband account. Its a temporary unexpected situation and will be resolved once relay.plus.net is routed via the Greenby proxy as was always intended.

@Routefinder 

but why the heck hasn't (unless I missed it somewhere?) Plusnet published all this on their own site or indeed also on the Greenby site???

because its a temporary situation that only applies to a small cohort. 

So what can I try next in the absence of specific help from neither PN nor Greenby???

You could try two things:-

1) try using mail.enmail.co as the outgoing server ( that's direct to the Greenby server )

I dont expect that to be any different but its worth a try

2) have a look at the email diagnostics here https://community.plus.net/t5/Email/Diagnosing-email-server-connectivity-issues-the-guide/m-p/200795...

and try the command 

curl.exe -v smtp://relay.force9.net:587 -u userID ( replacing userID with the username you are using for your outgoing connection)

that will give the exact reason for the failure

[#4]

@MisterW 

"That won't help I'm afraid. The recommended setting is relay.plus.net and that will work in almost all cases. It will only fail where the user has, subsequent to being migrated to Greenby, closed their Plusnet broadband account."

Ok, thanks!

My comment was prompted by the very large number of posts recommending endless permutations and combinations of settings - many seemingly very dubious.

Ex-Plusnet customers on Greenby is now one more circumstance to take into account.

[#5]

Thanks once again for the reply....

I have just tried the mail.enmail.co as outgoing and that too fails to authenticate.

I will have a look at the other diagnostic suggestion once back on my PC later today/tomorrow.

[#6]

@MisterW 

Hi

I have now tried the Powershell and 'curl' command as per your post....

Clicking return it asked me for the host password for my 'username' but I could neither type it in or copy & paste it ????

Clicking return without it results in, none too surprisingly

• 535 5.7.0 Invalid login or password

I surmise that should I have been able to enter the password I would have seen more/different response(s)???

[#7]

Oops!

I just reread the diagnostics instructions page and saw this
"When prompted type your password, note that this is NOT echoed back to the screen, remember to press enter"

I try again later and see what results.

[#8]

Right.....

I have repeated the test with my password and have copied and pasted the last few lines

< 250-mail.enmail.co

< 250-AUTH PLAIN LOGIN

< 250 STARTTLS

> AUTH PLAIN

< 334

< 535 5.7.0 Invalid login or password

* closing connection #0

curl: (67) Login denied

So, it is still telling me either the login or the password is wroing.

But based on the discussion about credentials and knowing my password, all should be AOK

Bearing in mind that as mentioned my settings were all working 100% but the cessation of my PN account was the trigger event...............and using the relay.force9.net SMTP server should solve it, what other option do I have to resolve the matter?

[#9]

Does the pop3 curl command work as the relay.force9.net and the pop3 greenby server both use the same full email address (not userid) and associated password managed via greenby.

Userid which can still be used for relay.plus.net is managed via plusnet and is the plusnet account userid. Once a broadband account is closed relay.plus.net no longer works.

[#10]

@njay

I think you are onto to something....

I have just tested one email box as follows:-

For the SMTP I have changed the UserID from (example) username+ABC123 to ABC123@username.plus.com together with using relay.force9.net as the server. 

That initially failed so I also set the outgoing ~ see attached screengrab ~ previously this was not set.

And that worked AOK.

I will amend my other mailboxes and fingers crossed all will be fine

It has all felt a bit like doing a crossword................and suddenly an extra letter falls into place and the word appearing makes sense ~ phew.

Many thanks to all contributors to the issue that arose for me and I hope this will be of benefit to others who find themselves in the same situation

[#11]

@Routefinder 

so to be clear here ,

were you originally using the full email address for the incoming (POP3) authentication or the account+username ? 

what are you using now ?

and you now have the outgoing set to use the same credentials as incoming , is that correct ?

[#12]

Hi @MisterW 

Sorry about the delay in replying....

Two slightly different client details

BlueMail on my Android phone

Originally both the 'Username ID' were account+(mailbox)username i.e. a sub mail box
The amendment required turned out to be changing the username in the SMTP settings to the full email address.
NB it is not affected whether the POP3 has the account+username or the full email address.

However, on Outlook 2024
Only a single entry of the full email address is required in the 'POP3' Incoming settings and as mentioned above with the screenshot (a pity I cannot embed the the screenshot in the post) and the SMTP changed to relay.force9.net works AOK.

Edit ~ ooops I can embed it

[#13]

Hi
Plusnet is still administering and paying for my Domain name - gardentrains.co.uk - and Greenby sent me this message when I asked about it -

***
The domain gardentrains.co.uk will remain with your current provider, and DNS/domain registration will not be transferred to us.
However, your email sandy@gardentrains.co.uk will still be migrated to Greenby.-
***
All seems a bit messy. Is there any way I could get can get control of this domain name and pay for it myself? This domain name is important for my small business

Meanwhile Plusnet is still hosting my website and dealing with my emails even though the Greenby transfer started 6 months ago (I have a Greenby login). Maybe you could suggest who I could contact to discuss this process? Is this what is happening with every account or do I have a problem?

Thank you

[#14]

That’s my position in a nutshell. Could do with an answer to this asap.
TC

[#15]

@sandytrains 

Firstly , no accounts with domains have been migrated yet.

The domain gardentrains.co.uk will remain with your current provider, and DNS/domain registration will not be transferred to us.
However, your email sandy@gardentrains.co.uk will still be migrated to Greenby.-
**

There are two aspects to domains

1) where the domain is registered i.e the domain registrar

2) where the domain is hosted ( for email and/or webspace )

The reply from Greenby is correct. AIUI the domain registration will remain with Plusnet BUT the hosting will transfer to Greenby. 

All seems a bit messy. Is there any way I could get can get control of this domain name and pay for it myself? This domain name is important for my small business

You can move your domain to a new registrar & hosting provider if you wish. You decide which provider you wish to use and then request the transfer. In theory you can call customer services and request a transfer but often agents are unsure how to request it and so posting on here usually gets a ticket raised to which you can reply with the necessary authorisation transfer details.

Shout up if you would like a recommendation for an alternative hosting provider