Chatgpt suggests this response to Plusnet:
Dear Nicole,
Thank you for taking the time to respond and for explaining Plusnet's reasons for moving the email service to Greenby. I understand the rationale behind the decision, and I don't dispute Plusnet's right to concentrate on its core broadband business.
However, my complaint was really about the way the migration has been handled and the problems experienced by a significant number of customers as a result, rather than the decision to migrate the service itself.
I also don't think it is quite as straightforward as saying that any ongoing problems are now entirely a matter for Greenby.
Greenby has now confirmed to me in writing that:
"until all migrations are fully complete and while emails are still being proxied via BT, some delivery issues will unfortunately persist."
They have also confirmed that DKIM has only recently been deployed across all domains.
This would appear to confirm that the migration is not yet complete and that BT infrastructure remains involved in the delivery of our email. It also confirms that some of the delivery problems customers are experiencing are a consequence of the ongoing migration arrangements, rather than simply individual technical problems with customers' accounts.
I appreciate that the email service itself has now transferred to Greenby, but Plusnet selected Greenby as its migration partner and reassured its customers about that move. I therefore think Plusnet retains some responsibility for ensuring that the migration it initiated is completed successfully and that its former email customers are not left with an unreliable service in the meantime.
The fact that the Plusnet email service was provided without a separate charge doesn't really alter that concern. Many customers used these email addresses for decades and understandably relied upon them as part of the Plusnet service.
I would therefore be grateful if you would take up your offer to escalate this with Greenby on my behalf. In particular, I would like clarification on two points:
- When is the migration expected to be fully completed and the proxying of email via BT expected to end?
- Given Greenby's acknowledgement that some delivery problems will persist until that happens, what are Plusnet/BT and Greenby doing together to ensure the migration is successfully completed?
I also remain disappointed that affected customers have not been proactively informed about this situation. The explanation Greenby has now provided to me would have answered a great deal of the confusion being expressed on the Plusnet Community forum had it simply been communicated to customers directly.
Thank you again for your response and for offering to escalate this. I would appreciate it if you could do so.
Kind regards,...
I'll mull it over and send on Monday...
