Update on Plusnet email migration to Greenby

[#1]

i spoke to Plusnet who agreed that it was something like that. I

I've raised ticket with greenby .

Webmail seems slow as well (hence why i use the outlook from Office suite

Seem to be a lot of issues with this change don't there and i dont want to play with settings as it was working so someone has changed something!

No response to ticket when i just looked!

[#2]

Looked at BOT response on gREENBY

IT IS 

"I completely understand your frustration, and I am sorry to hear about the poor experience you've had since the transfer. Let me address both the delivery errors you're seeing and the increase in spam.

Regarding the undeliverable messages to Hotmail and the DKIM failures, we're aware of issues with delivery, either emails going into spam, or delivery issues to iCloud or other providers relating to DKIM. We are working with BT to resolve this as quickly as possible. We are aiming to have this solved within a week, but we cannot be more accurate than this currently.

As for the increase in spam you've been receiving, you can increase your spam filter aggressiveness in your Greenby Dashboard to help block more of these unwanted messages. To do this:"

WHAT A RUBBISH STANDARD OF SERVICE PLUSNET SEEMED ABLE TO DO THINGS FASTER !

[#3]

Nope Plusnet is as slow as Greenby. I have raised more than 2 weeks ago a ticket for not being able to send email with my authenticated main account. Still not addressed 😞 The message could not be sent because the server rejected the sender's email address. The sender's email address was '[email protected]'. Subject 'test' Server Error: 550 Server Response: 550 sender rejected (blacklisted by local policy) Server: 'relay.plus.net' Windows Live Mail Error ID: 0x800CCC78 Protocol: SMTP Port: 465 Secure(SSL): Yes

[#4]

Has anyone tried escalating this ongoing issue to the powers that be? And got any response? Greenby have suggested I raise a formal complaint about the issue of not being able to send emails to certain accounts. I had Chatgpt help me with this. But then I decided a broader complaint encompassing everyone else's issues should be mentioned. 
This is what Chatgpt has written, and probably what I intend to send to Greenby, Plusnet Executive Complaints and BT Executive Complaints (CGPT gave a name):

I am writing to formally complain about the widespread issues affecting former Plusnet customers following the migration of Plusnet email services to Greenby.

Although this letter is prompted by my own recent experiences, it is not solely about my individual circumstances. Having followed the extensive discussions on the Plusnet Community forum over the past 9-10 months, it is evident that many customers have experienced similar problems since the migration. The volume and consistency of reports suggest a systemic failure rather than isolated faults affecting individual accounts.

Many of us remained loyal Plusnet customers for years because of the company's reputation for reliability, honesty and excellent customer service. We accepted the migration in good faith, trusting Plusnet's decision to transfer its email customers to Greenby and expecting the replacement service to provide an equivalent standard of reliability and support. Unfortunately, that has not been the experience of many migrated customers.

The problems reported across the customer community include:

• Legitimate emails being rejected by Gmail, Outlook/Hotmail, BTInternet and other major email providers.
• Emails being routinely delivered to recipients' spam folders.
• SPF, DKIM and DMARC authentication failures resulting in rejected or quarantined messages.
• A significant increase in unsolicited spam reaching customers' inboxes.
• SSL certificate and authentication problems.
• Confusion caused by changing or inconsistent email configuration settings.
• Difficulty obtaining accurate technical support, with customers frequently relying on other forum users to identify solutions.
• A lack of confidence that important emails are actually reaching their intended recipients.

My own experience reflects many of these issues. Most recently, legitimate emails sent from my mailbox to Gmail recipients were rejected outright because of authentication failures originating from Greenby's email infrastructure. I have also experienced delivery failures to BTInternet, Hotmail/Outlook and other providers.

When I contacted Greenby support, the automated response immediately acknowledged that the company is already aware of widespread delivery issues affecting Gmail, iCloud and other providers due to DKIM-related problems and advised that Greenby is working with BT on a resolution.

This raises an obvious question. If these are recognised, widespread issues, why have customers not been proactively informed?

Instead, customers have largely been left to discover failures for themselves, search the Plusnet Community forum for answers and rely on automated responses that acknowledge known problems but provide little meaningful information about the cause, the scale of the issues or realistic timescales for resolution.

For many customers, confidence in the service has now been seriously undermined.

Email is not an optional extra; it is an essential means of communication used for banking, healthcare, legal matters, government services, employment, business and personal correspondence. A service that cannot reliably deliver legitimate email to major providers cannot reasonably be regarded as fit for purpose.

Equally concerning is the reputational damage caused to customers themselves. When emails are rejected by Gmail or treated as suspicious because of problems originating from your email servers, recipients naturally assume the sender is at fault. Customers' personal and professional reputations are therefore being affected by failures entirely outside their control.

The significant increase in spam reported by many customers further compounds the problem. Long-standing users who previously received very little unsolicited email are now finding their inboxes inundated with spam, suggesting that the migration has affected not only outbound email reliability but also the effectiveness of spam filtering.

What is perhaps most disappointing, however, has been the lack of communication throughout the migration.

Customers were not warned that these issues might arise, nor have they received regular, transparent updates explaining what has gone wrong, what work is being undertaken or when a permanent resolution can realistically be expected. Instead, the Plusnet Community forum has become the primary source of information, with customers often learning more from each other than through official communications.

I also believe Plusnet continues to bear responsibility for this situation. Customers did not choose Greenby as their email provider; Greenby was selected by Plusnet as the successor service. Having encouraged customers to place their trust in that decision, Plusnet cannot simply distance itself from the resulting service failures. Both organisations share a responsibility to ensure that migrated customers receive a reliable service and are kept properly informed when significant problems arise.

I would therefore appreciate a detailed response addressing the following questions:

1. What is the root cause of the widespread authentication and email delivery failures?
2. Why have these problems persisted for so long following the migration?
3. What specific technical work is currently underway to resolve them?
4. When do you realistically expect the service to be fully restored?
5. What action is being taken to reduce the substantial increase in spam experienced by migrated customers?
6. Why have customers not received regular, transparent communications regarding issues that are clearly affecting a significant proportion of those migrated to Greenby?
7. What steps will Plusnet and Greenby take to rebuild customer confidence once these issues have been resolved?

I would ask that this complaint receives a considered response from an appropriate senior manager or technical representative rather than a standard template or AI-generated reply. Customers deserve accurate information, honest explanations and regular updates when a service as fundamental as email is experiencing widespread failures.

I also urge Greenby and Plusnet to improve communication with customers immediately. A publicly accessible service status page, regular progress reports and clear technical updates would demonstrate openness and go a long way towards restoring confidence.

I would appreciate a substantive response within 14 days. If additional time is required to complete technical investigations, I would at least expect an acknowledgement together with an indication of when a full response will be provided.

I sincerely hope these issues can be resolved without further escalation. However, the growing number of customers raising similar concerns suggests this is now more than a collection of individual technical faults. It represents a significant service issue that has affected the confidence of many long-standing Plusnet customers. Unless there is a demonstrable improvement in both service reliability and customer communication, I believe this matter is likely to attract increasing attention from consumer organisations and the media.

I look forward to receiving your detailed response.

Yours faithfully,

[#5]

I think that's an excelllent letter. This continuing situation is really disgraceful. What more could Plusnet do, to alientate loyal customers (me since 1997 when they were Force9).

I have ventured - perhaps presumptuously - to make a few little 'tweaks', but won't be at all offended if not adopted!

This letter is a formal complaint regarding the widespread issues affecting current and former Plusnet customers during the continuing migration of Plusnet email services to Greenby.

Having followed the extensive discussions on the Plusnet Community forum over the past 9-10 months, it is evident that many customers have experienced similar problems to mine since the migration began. The volume and consistency of reports suggest a systemic failure rather than isolated faults affecting individual accounts.

Many of us remained loyal Plusnet customers for years because of the company's reputation for reliability, honesty and excellent customer service. We accepted the migration in good faith, trusting Plusnet's decision to transfer its email customers to Greenby and expecting the replacement service to provide an equivalent standard of reliability and support. Unfortunately, that has not been the experience of many migrated customers.

The problems reported across the customer community include:

Legitimate emails being rejected by Gmail, Outlook/Hotmail, BTInternet and other major email providers;  Emails being routinely delivered to recipients' spam folders. SPF, DKIM and DMARC authentication failures resulting in rejected or quarantined messages.; A significant increase in unsolicited spam reaching customers' inboxes;  SSL certificate and authentication problems; Confusion caused by changing or inconsistent email configuration settings; Difficulty obtaining accurate technical support, with customers frequently relying on other forum users to identify solutions; A lack of confidence that important emails are actually reaching their intended recipients.

My own experience reflects many of these issues. Most recently, legitimate emails sent from my mailbox to Gmail recipients were rejected outright because of authentication failures originating from Greenby's email infrastructure. I have also experienced delivery failures to BTInternet, Hotmail/Outlook and other providers.

When I contacted Greenby support, the automated response immediately acknowledged that the company is already aware of widespread delivery issues affecting Gmail, iCloud and other providers due to DKIM-related problems and advised that Greenby is working with BT on a resolution.

This raises an obvious question. If these are recognised, widespread issues, why have customers not been proactively informed?

Instead, customers have largely been left to discover failures for themselves, search the Plusnet Community forum for answers and rely on automated responses that acknowledge known problems but provide little meaningful information about the cause, the scale of the issues or realistic timescales for resolution.

For many customers, confidence in the service has now been seriously undermined.

Email is not an optional extra; it is an essential means of communication used for banking, healthcare, legal matters, government services, employment, business and personal correspondence. A service that cannot reliably deliver legitimate email to major providers cannot reasonably be regarded as fit for purpose.

Equally concerning is the reputational damage caused to customers themselves. When emails are rejected by Gmail or treated as suspicious because of problems originating from your email servers, recipients naturally assume the sender is at fault. Customers' personal and professional reputations are therefore being affected by failures entirely outside their control.

The significant increase in spam reported by many customers further compounds the problem. Long-standing users who previously received very little unsolicited email are now finding their inboxes inundated with spam, suggesting that the migration has affected not only outbound email reliability but also the effectiveness of spam filtering.

What is perhaps most disappointing, however, has been the lack of communication throughout the migration.

Customers were not warned that these issues might arise, nor have they received regular, transparent updates explaining what has gone wrong, what work is being undertaken or when a permanent resolution can realistically be expected. Instead, the Plusnet Community forum has become the primary source of information, with customers often learning more from each other than through official communications.

I  believe Plusnet must continue to bear responsibility for this situation. Customers did not choose Greenby as their email provider; Greenby was selected by Plusnet as the successor service. Having encouraged customers to place their trust in that decision, Plusnet cannot simply distance itself from the resulting service failures. Both organisations share a responsibility to ensure that migrated customers receive a reliable service and are kept properly informed when significant problems arise.

I would therefore appreciate a detailed response addressing the following questions:

What is the root cause of the widespread authentication and email delivery failures? Why have these problems persisted for so long following the migration? What specific technical work is currently underway to resolve them? When do you realistically expect the service to be fully restored? What action is being taken to reduce the substantial increase in spam experienced by migrated customers? Why have customers not received regular, transparent communications regarding issues that are clearly affecting a significant proportion of those migrated to Greenby? What steps will Plusnet and Greenby take to rebuild customer confidence once these issues have been resolved?

I would ask that this complaint receives a considered response from an appropriate senior manager or technical representative rather than a standard template or AI-generated reply. Customers deserve accurate information, honest explanations and regular updates when a service as fundamental as email is experiencing widespread failures.

I also urge Greenby and Plusnet to improve communication with customers immediately. A publicly accessible service status page, regular progress reports and clear technical updates would demonstrate openness and go a long way towards restoring confidence.

I would appreciate a substantive response within 14 days. If additional time is required to complete technical investigations, I would at least expect an acknowledgement together with an indication of when a full response will be provided.

I sincerely hope these issues can be resolved without further escalation. However, the growing number of customers raising similar concerns suggests this is now more than a collection of individual technical faults. It represents a significant service issue that has affected the confidence of many long-standing Plusnet customers. Unless there is a demonstrable improvement in both service reliability and customer communication, I believe this matter is likely to attract increasing attention from consumer organisations and the media.

I look forward to receiving your detailed response.

Yours faithfully,

[#6]

An excellent letter!

Re the hotmail rejections due to lack of DKIM etc, I wonder if it is worth adding that in March they were saying 'aiming to have this solved within a week' ... and repeated that at regular intervals until June, when it was sorted (at least for our Force9 address).  The length of time to fix things has been a major problem for us.

[#7]

I fully support this letter.  Since the migration started, I am receiving 100+ spam emails every day, never had anything like this before. I have also been a Plusnet customer for probably 20 years and feel badly let down by the way they have treated us. I finally spoke to a very helpful Plusnet techie last week (Tom) complaining about the spam. After looking at my account, he told me I had actually been migrated to Greenby in February. I had no idea!  I have not had a single communication from Greenby. This migration has been an utter shambles, shame on Plusnet.  

[#8]

I would also suggest contacting OFCOM in respect to the way Plusnet has managed this from a consumer point of view. The more people that do this the more traction it gets.
Sample email
Dear Sir/Madam,

I am writing to ask Ofcom to consider whether the migration of Plusnet email services to Greenby raises wider consumer protection concerns that merit regulatory attention.

I recognise that email itself is an ancillary service and is not regulated by Ofcom in the same way as broadband or telephone services. My concern is therefore not the technical operation of the email platform itself, but the manner in which the migration has been communicated and managed from a consumer perspective.

Plusnet advised customers that the migration would be "seamless". However, there have been numerous reports of customers experiencing prolonged loss of access to email, missing messages, migration failures and significant difficulty obtaining assistance. At the same time, many customers report that communication from both Plusnet and Greenby has been limited, inconsistent or absent during periods when they were unable to access a service on which they have relied for many years.

The issues that I believe may be relevant to Ofcom's wider consumer protection role include:

- Whether customers were provided with sufficiently clear, accurate and timely information before and during the migration.
- Whether the description of the migration as "seamless" fairly reflected the foreseeable risks.
- Whether complaint handling and customer support arrangements were adequate for a migration affecting a very large number of consumers.
- Whether the overall approach met reasonable standards of transparency and fairness expected of a communications provider.

I appreciate that Ofcom does not adjudicate individual complaints or award compensation. However, I understand that complaints submitted to Ofcom help identify systemic issues within the communications sector. I therefore ask that this matter be recorded and considered alongside other complaints relating to the Plusnet–Greenby migration.

Should Ofcom identify evidence of wider consumer detriment, I would welcome consideration of whether further engagement with Plusnet is appropriate to ensure consumers receive clear information, effective support and fair treatment during major service migrations.

Thank you for your consideration.

Yours faithfully,

[#9]

Just a quick comment regarding Spam emails.

@Elizabeth1 

"I fully support this letter. Since the migration started, I am receiving 100+ spam emails every day, never had anything like this before."

And yet... Since migration started I haven't received a single spam email. Nothing new then.

Clearly - at least it appears reasonably clear to me - the situation with spam is not as simple as some people think it is.

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