Changes to Plusnet email
Wherever we state Plusnet email, webspace or domain service this also includes services with Madasafish, including Callnetuk, Care4free, Dialstart, Freenetname, Globalnet, IC24, ICScotland, Totalserve and Totalise, and Metronet.
Why are you moving email to a new supplier?
We’re committed to delivering a brilliant broadband service. We will no longer be offering an email service to new or existing broadband customers. This will allow us to continue to focus on doing what we do best, delivering straight forward broadband.
Who is the new supplier and what services will they provide?
We’re pleased to confirm that the new supplier is Greenby, and they’ll provide you with your Email, domain and webspace service.
To find out more about the new supplier and what they offer, visit the Greenby website.
With Greenby you’ll also benefit from:
- At least double the storage with a 2GB mailbox storage
- A dedicated expert support team
- A modern Email platform with excellent reliability
What do I need to do?
You don’t have to do anything at the moment. Unless you tell us not to, we’ll transfer your account over to Greenby automatically. Greenby will then contact you to explain how to set up your account with them, and what you’ll need to do next.
Can I keep the same email address?
Yes, your email address will remain the same. The only change you’ll see is that you won’t be able to access Manage My Mail in Member Centre. You will instead be able to access this via Greenby from the point that you receive a welcome email, or letter, from them.
Can I keep the same webspace URL and domain name?
Yes, where possible we will carry all your existing settings over. If this is not possible you will be notified.
How do I update the name servers on Greenby?
If your domain is registered with Plusnet you will not need to do anything.
If your domain is registered with a 3rd party and you're moving your webspace to Greenby then you will need to update the name servers and Greenby will be in contact with you. If you do not wish to use Greenby to host your website you can use any other provider.
How do I copy over my website to Greenby?
If your webspace is with Hostopia or CGI then you will receive an email following migration from Greenby. You will then need to login to Hostopia and copy over your website to Greenby.
Will I lose any emails I have stored?
All email, folders, contacts, and any additional settings will be copied and transferred to Greenby. If you want to back up any emails before we transfer your account, then we recommend you do this as soon as possible.
What happens on the day of migration?
You may notice a brief outage when we migrate your mail service. This could mean a delay of up to 24 hours in receiving your mail and changes not being saved, such as deleted emails re-appearing, so we recommend not making any changes whilst migration is taking place.
What happens if I access my Plusnet email after migration?
It can take up to 24hours for your email or domain to be fully migrated over to Greenby.
After you have received notice that your Plusnet email or domain has been migrated please do not use an IP address to access your mail, any changes that you make whilst accessing mail on an IP will not be saved or migrated.
What happens to my webspace/webpage?
The great news is Greenby will host any existing webpages you created on the Plusnet webspace. We’ll contact you with more information and explain what you’ll need to do when your site needs to be moved.
If you don’t have a webspace/webpage service already, then you will not have one when you migrate over to Greenby.
What happens to my domain name(s)?
Greenby has expertise in domains, so they’ll also take on these services. If you have a domain name registered with Plusnet we’ll be in touch soon, with information and instructions on what you’ll need to do to keep your domains.
If you don’t have a domain service already, then you will not have one when you migrate over to Greenby.
Why do I need to create an account with Greenby?
You’ll need an account with them so you can make changes to your email settings.
We’ll also continue to send service messages and essential information to the email address linked to your broadband account, so it’s important you create an account with Greenby.
They’ll send you a welcome email and explain how to set up your account. It’s really straightforward and should only take about five minutes.
What happens to my personal data?
We’ll transfer the contents of your mailbox to Greenby, along with your contacts, mailbox and webmail settings. We’ll also share your name and contact details, as well as your login details with Greenby so they can contact you and authenticate you when you login to your email account on the Greenby site.
These details will be transferred securely and Greenby won’t be able to see your account password. When your account is migrated to Greenby, they will become responsible for your personal data, see Greenby’s privacy notice [link to privacy notice] for further information.
Can I choose not to move to the new service?
You will receive an email, or letter, from us in regards to your email migration. This will include all the information about how to opt in or opt out of moving your service to Greenby, ahead of the Plusnet service closing.
If you choose to opt out you will be opting out of migrating your email, domain and or webspace service. If you do not switch to another provider before opting out this will mean losing your services.
What happens if I do nothing?
If you have Plusnet broadband:
Your email service will continue as normal, but if you don’t create an account with Greenby, you won’t be able to change any email settings. To make the most of your email account, we recommend you sign up to the new Greenby service.
There will be no charge for your new service, however if this changes after migration Greenby will be in touch to let you know.
If you don’t have Plusnet broadband:
When we contact you to create an account with Greenby, you’ll have 30 days before Greenby suspend access to the service. After this time, you can re-activate your service, but you’ll need to contact Greenby to do that and there will be a charge. This charge will apply for all services including webspace, domains and email.
Will I be charged for the new service?
We have arranged for this service to be free for two years after you have migrated, for all current Plusnet Broadband customers. It will become chargeable after this point, Greenby will be in touch with more information on this. If you have any questions in the meantime please get in touch with Greenby.
If you are not a Plusnet Broadband customer then a charge will apply for all Greenby services.
How do I get support as a vulnerable customer?
We know that there's lots of different factors and life events which may cause vulnerability, whether it be long-term or on a temporary basis. If you are experiencing any vulnerabilities these will need to be registered with Greenby at the point of sign up during migration. More information can be found on their FAQs.
If you require your future communication from Greenby, following the migration, to be in an alternative format, please register for extra support.
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