Very unhappy with Greenby support on this ocassion !

[#1]

Today I discovered that people were unable to send emails to me. Bottom line is that they were receiving a message that my email address does not exist (The error: 550 5.1.1 User doesn't exist).

The Greenby chatbot was initially very supportive and confirmed that the issue was a problem at their server end. It asked me to attach the error message that was being received by the person who was trying to send me an email. I did this, but the chatbot siad it couldn't read jpegs. It asked me to go to the Ticket Number that had been raised and to attach the jpeg there. Everytime I tried, it just kept taking me back to the chat conversation.
So it seems I cannot update the Ticket number with the information and now that chatbot has told me the conversation has ended and that I will receive an email from the support team during normal working hours.

If my email is not working, how am I going to receive an email from the Support team?

[#2]

@rogermhunt wrote:

If my email is not working, how am I going to receive an email from the Support team?

Ask the Greenby bot?

[#3]

I have used their support system a lot. Sometimes the Greenby bots are better than the support staff. Sometimes you can go around and around in circles as they answer a different question or ask for something unrelated.

I have attached screenshots but they were .png files (easier with windows 11 screen capture). They can certainly read them as they agreed with me their dialog text was wrong.

Could you raise another support ticket and start again. I have three at the moment.

[#4]

I had a response when I woke up this morning, asking me to try again to see if everything was working.

I sent a test email to myself and also got my daughter to resend the email she tried sending me yesterday.

Everything worked !

However, within ten minutes, after I tried to send a reply to my daughter, the send process is not working.

I looked on my Greenby account and as things stand, I have no active mailboxes !!!

I guess they must still be investigating, but it's all very worrying. I've had this email address for nearly thirty years and never had any problems when it was hosted by Plusnet!

[#5]

On this occasion!!! Have you ever had any support ? If so can you tell me how you went about it  as I don't seem to have any success.

[#6]

No help to you I realise, other than the knowledge that you are not alone.

I have the exact same problems. No active mailboxes shown after an initial error mesaage.

And no support available from the chat bot. Asked me my email address and provider, then no further responses.

[#7]

I've successfully used the Chatbot in the past. If it can't solve the issue then it escalates to Tech Support. On this ocassion however, the communication back from Tech Support is poor. I'm just left here panicking all morning because, whatever they've done, or are doing, I now have no active mailbox!

[#8]

They've been screwing up our email services ever since the changeover and they NEVER answer tickets.  Just be patient, don't panic and wait until they fix it YET AGAIN!

[#9]

They never answer tickets.  Maybe because they have a bus load (double decker variety).  We just have to wait it out to see if they can correct this latest cockup.  Greenby = FUBAR

[#10]

Just had some emails through.

[#11]

Likewise!

[#12]

Still no emails, but I did have a message from them asking for me to send them a screen print of my outgoing server settings on my mail client, which I have done.

What I don't undertsand is why things like this seem to keep happening since I was migrated last year.  Although my email has been working fine for the last several weeks, this techie issue has arisen yesterday through no fault of my own and is clearly something to do with their server. I never had any problems with Plusnet email over the 20 odd years I've been with them. 

[#13]

Very similar experience. Everything seems ok now but how long for!

[#14]

I've received a couple of emails this afternoon, but I'm unable to connect to the server from my email client beecause it says 'Server Authentification Failed' and 'This is either because of invalid credentials or IMAP has been disabled on the server for your acccount'.

No updates from Greenby on what's going on as yet !

[#15]

New connection settings have been given to me for incoming and outgoing servers. I've now updated those on my desktop email app (Mailbird). Both now seem to work. But it is weird to me that my iPhone App settings haven't been updated and yet email is working for that as well ! 

Hopefully things will be fully back to normal tomorrow.