Why do I need to move to Greenby?
Plusnet’s email service is closing to allow them to focus on providing excellent broadband. To ensure that customers who value their email are able to keep it and continue to use it they have agreed for Greenby to take over as the new provider of the email service moving forward.
I can't login to Greenby
You will not be able to log in to your Greenby account until your account has been migrated. You’ll receive an email when this has happened. If you are experiencing any issues logging in to your account once you have migrated please contact us and we will be happy to support you. Please note that once migrated, Plusnet will no longer be able to support your email service.
How do I contact Greenby
Please note that we cannot discuss your account with you, and we do not have access to your account information until your migration has completed. In the meantime, for any pre-migration questions, you can use the live chat on Greenby.com via the Help & Support section. Once your migration to Greenby is complete, contact us for any support requirements by using the Help & Support section. Enter your query and you will be automatically routed to the appropriate team. If you would like to speak to us by phone, let the agent know and we can arrange a call. Please ensure your migration has completed and you have received your Greenby welcome email before requesting a call.
What do I need to do?
Nothing! We handle everything. You only need to log in after migration to continue using your email.
Do I have to move to Greenby?
No, moving to Greenby is optional. If you choose not to, simply opt out as instructed in the Plusnet email before migration day.
Do I keep the same email address?
Yes! Whilst you’re no longer a Plusnet email customer, your email address will remain the same and continue to function as it did before. You’ll simply manage it with Greenby moving forward.
What exactly will Greenby do for me?
As the new owners of your email service, Greenby will maintain your email service, allowing you to send and receive email as before. We’ve increased your mailbox size from 1GB to 2GB, wih options to upgrade in the future. We’ll also provide your webspace hosting, domain management, and DNS services. If you have any queries regarding Greenby services, we are on-hand to support you every step of the way.
What about my website, domains, and DNS settings?
Your webspace, domains, and DNS settings will be migrated to Greenby exactly as they are. If your site is hosted by Hostopia, you’ll need to move it manually; instructions will be in your welcome email.
What happens if I don’t upgrade?
No worries. We will continue to receive and store emails for 2 years. You can upgrade anytime during this period to regain full access to your account, past emails and any new ones too.
Do I need to change any settings?
No, your email settings will remain the same. You don’t need to do anything to continue using the service.
Mailbox issues after migration with Outlook on Windows 11 (“New Outlook”)
Why am I having problems after my mailbox was migrated? The new Outlook for Windows does not connect directly to the Greenby mail servers. Microsoft places its own cloud service between your email app and the mail server, copying and syncing your mailbox via Microsoft’s systems. How does this affect me after a migration? After a migration, Microsoft’s cloud may continue using old settings or cached data. This can cause login errors, missing messages, or delayed mail updates until Microsoft completes or retries its own re-sync. Is this a problem with my email account or Greenby’s servers? No. Your mailbox is typically working correctly on the server and in other mail clients. The issue is specific to the design of the “New Outlook” app. What do you recommend? We strongly recommend using Classic Outlook (the traditional desktop version) or an alternative client such as Mozilla Thunderbird. These connect directly to the Greenby mail servers and avoid the extra Microsoft cloud layer used by the New Outlook. If you wish to continue using New Outlook Remove the email account from New Outlook, then add it again using the new server settings. This forces Microsoft’s cloud service to re-sync your mailbox, which may resolve connection or syncing issues after migration.
How much will the email service cost?
If you're an active Plusnet Broadband customer, the email service with Greenby is provided for the next 2 years free of charge. After which you'll have the option to pay to continue using your mailbox and webspace. For everyone else, the service will remain active for 30 days after your migration, and after this will cost £15 per year. This covers all your existing mailboxes, plus any new ones you choose to create. We've doubled your disk space allowance from Plusnet's 1GB to 2GB, allowing you to store twice as much email. The price also includes your personal webspace, if it was active on your account.
Why do I have to pay for this now?
Providing a reliable and secure email service requires significant resources. For customers without an active Plusnet broadband package, we've kept the price as low as possible to ensure we can continue delivering a high-quality service and keep your email running smoothly. We understand that many people rely on email addresses they've used for years, and it’s important that those who want to keep using the service can do so with confidence in its reliability.
I have domain registrations with Plusnet. What will happen with those?
Greenby will take over the management and renewal of your domains. Plusnet will honour any free domains where applicable and renew them for the next 2 years. All other domains will be charged at Greenby's standard renewal rates: £7 per year for .co.uk, .org.uk, or .uk domains, and £12 per year for .com, .net, or .org domains. Once your account is migrated to Greenby, you can log in to your dashboard and visit the "Domains" section to view your domains, their renewal dates, and applicable costs.
How do I know if I've been migrated?
When your migration is complete you'll receive an email from Greenby notifying you that your migration has been completed. Until you receive this email, you should continue using Plusnet for your email. Depending where you are in the migration plan, it could be 6 to 12 months before your migration is completed.
How do I reset my password?
Go to Greenby.com and click on the 'Forgot Login Details' link under the login box, and follow the on screen instructions.
Who is Greenby?
Greenby is operated by Enix Ltd, a UK-based cloud services company. They specialise in email and web services, working closely with Plusnet to ensure a smooth transition for customers like you.
How does the migration work?
You’ll receive notice 30 days before the migration. On the migration day, all your email data, settings, domains, and DNS will be transferred to Greenby. Once completed, you’ll receive a confirmation email and can log in to your Greenby dashboard to manage everything as before.
How to I Complain?
If you are unhappy with the support from Greenby, you can submit a complaint by emailing complaints@greenby.com. Please include any existing ticket reference numbers and your email address. We do not accept complaints by post. Complaints must be sent to the email address above. Once migrated, please contact only Greenby for support and complaints. Plusnet will no longer be able to assist you.
I need support as a vulnerable customer. How can I get it?
We are dedicated to supporting vulnerable customers. You can set preferences for alternative communication formats or request additional assistance by going to your Profile > Extra Support in the dashboard. More information will be provided in our guide.