It could yet turn out to be another regulatory issue for BT to address .
Plusnet publicly documented and communicated that this migration would be “seamless.” However, the lived experience of many customers appears to differ materially from that assurance.
Reported issues include:
- Loss of access to email accounts during and after migration
- Missing emails
- Inability to send or receive messages
- Extended service disruption
- Minimal or unclear communication during critical stages
- Difficulty accessing effective support from either Plusnet or Greenby
The core concern is not that a complex IT migration encountered difficulties. Rather, it is that customers were explicitly assured of a seamless transition, yet many experienced significant disruption with limited proactive communication or support.
This raises several serious questions:
1. Whether reasonable care and skill were exercised in planning and executing the migration.
2. Whether adequate contingency planning and data integrity safeguards were in place.
3. Whether communication to customers accurately reflected foreseeable risks.
4. Whether complaint handling during the disruption met expected regulatory standards.
For many customers, email is not a trivial feature but a long-standing communication channel linked to financial, medical, and personal correspondence. Where access was lost or data potentially compromised, the impact extends beyond inconvenience.
You can check out but you can never leave ( easily)
