Migration Question.

[#1]

Hello All.

For historical reasons, I have two accounts with Plusnet. The first of which only provides our family email services.

The second account only Broadband. Yes, it's a bit odd, but It came about after Plusnet mistakenly closed our old account with them, and reopened a new account when we moved house, instead of just retaining the account and changing the details. The only way we could recover our old accounts, was to reinstate the old account, just for email continuity. (It was not ideal, but what Plusnet said was the only thing possible.

Anyway, when the transfer to Greenby takes place, I am once again concerned that the wrong account, or no accounts will be transferred correctly. I only pay for one account (The broadband account) but my email service is provided by the other account.

is there anyone from Plusnet on here who can assist with what the outcome might be?

Kind Regards.

[#2]

Moderator's note:
Thread moved from Email to My Account/Billing

[#3]

Hi @GeorgeR 

Thanks for reaching out here on the community. 

I appreciate you have concerns about the move to Greenby.

Both accounts will be transferred over unless you have opted out. 

The transfers are likely to be done at different times, from what you have explained but they will work continue to work as they always have.

Thanks 

 Ritu 

[#4]

@GeorgeR does your 2nd account have an email facility at all ?

[#5]

Thanks for the reply. 
My concern comes from two areas, which I hope can be explained. One of the accounts is my broadband and home phone account. This is the new account set up for me, when a new account was opened , instead of just associating the new address with the existing account. This account may well have its original admin email account set up, but it is unused for over 6 years.

The other account is my original broadband Nd phone account, but now is restricted and exists only to provide my email service. I don’t pay for this account, it is treated as existing in association with my other broadband account.

my concern is that the notification email I received the Granby transition, was sent to my Broadband account, admin email, not any of my actual “live” email accounts.

A secondary concern is that I have not received any emails regarding migration, at any of my three main email accounts.

admin, and two sub accounts for myself and my wife.

i have tried phoning the plusnet help desk and no one can explain if the sub accounts are transferred, or just the main admin account and the sub accounts are lost, or only my broadband account, and all on my emails on the other server are lost.

The main issue is that we have been using our emails now for over 12 years and nearly lost the use of them when the original error was made, which is why the workaround of two accounts. When the new account was set up, I of course had to have a different email address and it could not have the same userID as the one we wanted to retain. Specifically,the notification email has only been sent to the wrong email.

if we are now to lose these email addresses it would be unthinkable how many people would have to be notified, let alone how many apps and websites would need to be changed.

for clarity, my wife and I both have separate sub accounts which we access using IOS and Mac OS mail clients, using standard imap protocols.

[#6]

Hi there.

My broadband and home phone account only has the default email address assigned at start up, which we never use.

The “old” broadband account was reinstated as Plusnet could not migrate the old email addresses and content to the new account. But it was only reinstated to facilitate the emails. I can’t manage my home phone and broadband from this account. In the same way that I can’t manage my emails from the Broadband account.

A concern I have (another concern) 

is there anyone who has been through the migration process already, and who has a number of email aliases set up, confirm if emails stored in the alias accounts are transferred, or do they have to be set up again and any contents stored are lost? Or eleven holders of alias accounts are notified, or is it just the top level admin account that is notified?

[#7]

@GeorgeR first, your situation of having two accounts is not a completely unknown situation.

i have tried phoning the plusnet help desk and no one can explain if the sub accounts are transferred, or just the main admin account and the sub accounts are lost, or only my broadband account, and all on my emails on the other server are lost.

I'm surprised (and dissappointed!) that support couldnt explain the migration process. I'll try and answer some of your questions.

Migration is on an account basis, that is all the mailboxes and aliases are transferred. Since its the account that's migrated, then any communication is only sent to the primary account mailbox ( by default its <accountname>@<accountname>.plus.com ).

Specifically,the notification email has only been sent to the wrong email

Am I correct in assuming that both your accounts  are <account>.plus.com and not one of the other legacy brands e.g forec9.co.uk ? The migration is being done in batches and only a small number of .plus.com accounts have been migrated so far. so its highly likely that only one of your accounts is in the immediate schedule.

You will probably have read that customers with PLusnet broadband accounts will get 2 years free email service after migration whereas rthose with email only will have to pay £15/yr for the service. For people in your situation, an automated attempt has been made to associate the email onlly account with the broadband account and thus provide the 2 year free ofer on the email account. Sometimes this requires manual staff intervention. If a staff memebr sees this thread they will ask for the two account details via PM to make sure that association is correct in your case.

Hope that helps, but shout up with any further questions 

[#8]

Yes, both are Plusnet accounts and email also Plusnet.

i guess I’ll just have to wait and see and fault find later, if required.

 But is interesting to note that Plusnet support on the matter seems to be very basic. Essentially I was told they are not controlled of the process, the other company is and that I should query this with them. The obvious problem with this, is that I don’t have an account with them yet. So they regard the issues as null and void, and will likely refer me back to Plusnet .

Not Great.

[#9]

But is interesting to note that Plusnet support on the matter seems to be very basic

Certainly support dont know the technical details of the migration process and the schedule but they have been briefed on the concepts and should have been able to answer your questions. Having said that, email has been a legacy functionaliity for a while and so is not top of first line supports list!

Essentially I was told they are not controlled of the process, the other company is and that I should query this with them#

That's not true, Plusnet are in control of the process alongside Greenby. There is a plusnet team controlling the process and they do liase with people who monitor this forum.

The obvious problem with this, is that I don’t have an account with them yet. So they regard the issues as null and void, and will likely refer me back to Plusnet .

Correct, untiul an account is migrated , Greenby have no knowledge of it.

i guess I’ll just have to wait and see and fault find later, if required.

Just make sure you monitor the default mailbox on both your accounts for any notifications. If you've renamed the default mailbox then make sure that catch-all is active just in case any notifications still get sent to <account>@<account>.plus.com.

I have access to a test account that's been migrated and can see that any existing mailboxes, their contents and aliases have been successfully transferred. There were initially some issues with aliases not transferring but this has been fixed. There are some posts on the forum regarding contacts used in webmail not being transferred but that's functioality I've never used.