Following the complaints letter I previously posted here and have since sent to Greenby, Plusnet and BT, for those interested I have had the following responses from Plusnet support and Greenby
'Thank you for your email to Allison Kirkby. My name is Nicole, and I work within the High-Level Complaints Team here at Plusnet. Your complaint has been passed to me for review and response. The migration of Plusnet email services to Greenby was not a decision that Plusnet took lightly, and I am genuinely sorry if this migration has caused you frustration.
Plusnet's primary focus has always been providing broadband services, and we have never been nor wanted to be a dedicated email provider. Unfortunately, this meant we were unable to provide the level of support and expertise that an email service requires.
Our customer service agents are not specifically trained in email support, and any issues that arose often needed to be referred to specialist back office teams for investigation and resolution. By migrating the email service to Greenby, Plusnet is able to focus on delivering the best broadband service possible, whilst ensuring customers receive dedicated email support from a specialist provider. An additional benefit of the migration is that customers who choose to leave Plusnet for another broadband provider can retain access to their email address. Prior to the migration, leaving Plusnet would have resulted in the closure of the associated email account. Moving the service to Greenby provides greater flexibility and continuity for customers who wish to keep their email address regardless of their broadband provider.
I would also like to highlight that Plusnet email accounts were provided as an optional service at no additional charge. That said, I fully appreciate how important email services are and understand how frustrating any disruption or issues can be. This is one of the reasons why Greenby was selected as our migration partner, as they have dedicated teams who specialise solely in email services, whereas Plusnet agents do not have this specialist training.
If you are currently experiencing issues with your email service, these will need to be investigated directly by Greenby. Unfortunately, I am unable to provide timescales for any resolution, as this is managed entirely by Greenby. However, if you are experiencing ongoing problems, I would be happy to raise an escalation with Greenby on your behalf. If you do have any questions, please do give me a call on ********** or by reply via this ticket. Please do not reply to the automated update notifications—you’ll need to click the link in the latest update email to view or respond to your open support questions For additional help, you can also visit our support site: https://www.plus.net/help/ Kind regards, ...'
I think I have reached a dead end here and need to continue to prod Greenby now. Yesterday I received a slightly more promising response from them (after a bit of too-ing and fro-ing):
'Our team of engineers are constantly working to resolve any existing issues affecting migrated Plusnet customers.
To improve email delivery and authentication, we have recently deployed DKIM across all domains to enhance deliverability. However, until all migrations are fully complete and while emails are still being proxied via BT, some delivery issues will unfortunately persist.
Feedback regarding our communication is being taken on board, and we are currently looking into implementing additional features and changes to improve how we keep affected customers informed. We do have a public status page which does provide any updates on outages. https://status.greenby.com/
At this moment in time, we are unable to comment on whether a general update or apology will be issued.
Kind regards,'
I have noticed that test emails to my gmail and hotmail account are now coming through, but atm I still can't be sure that all gmail or btinternet etc will arrive.
Spam is another issue I am still battling with!
