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?
For most customers you don’t have to do much right now. 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.
To send email we recommend that you enable authentication for outbound email. For customers with a Plusnet, Force9 or Free-Online email address you should use your main mailbox username and password in the outbound settings. For Callnetuk, Care4free, Dialstart, Freenetname, Globalnet, IC24, ICScotland, Madasafish, Totalserve or Totalise and Metronet you should use your email address. The option to send email without authentication enabled will be withdrawn later this year (2025).
If your email address is with Callnetuk, Care4free, Dialstart, Freenetname, Globalnet, IC24, ICScotland, Madasafish, Totalserve or Totalise then you will need to ensure that the username in your email settings is set as your full email address e.g. username@madasafish.com rather than just username as soon as possible to make sure it continues to work.
Can I enable SSL/TLS for my email?
Yes. For customers with a Plusnet, Force9 or Free-Online email address you should just be able to enable STARTTLS or SSL/TLS in your email settings for incoming and outgoing mail. See Plusnet email FAQs > What other settings do I need?
For Callnetuk, Care4free, Dialstart, Freenetname, Globalnet, IC24, ICScotland, Madasafish, Totalserve or Totalise and Metronet we are enabling the ability for you to use the Plusnet server details to send and receive email using SSL/TLS. You must ensure that the username is configured as your full email address.
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.
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 your domain is registered with a 3rd party when your webspace is migrated to Greenby you’ll need to update the name servers and Greenby will be in contact with you. If you don’t update your name server then your domain will stop working until you have made the change. If you do not wish to use Greenby to host your website you can use any other provider.
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.
If your webspace is with Hostopia or CGI then you will need to take Greenby’s advance hosting. There will be a charge associated with this, but Greenby will be in touch with more information.
How do I copy over my website to Greenby?
If you have a standard webspace with Plusnet then we will move this as part of the migration.
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 who will give you advice of what to do.
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?
All of your services that you currently have with Plusnet will be migrated over to Greenby. This includes email, webspace and, or, domain services but does not include domain registration where a domain is currently registered with a 3rd party.
Greenby will then own the running and support of your services and will create a copy of your existing DNS records onto their servers. You will then be able to check these records via the Greenby website once you have been migrated.
If you want to change DNS records after the migration, Greenby will send you instructions on how to set up an account with them to do this.
If you’re using CGI webspace, then you’ll need to take Greenby’s advance hosting. Once you’re on this then Greenby will be in touch with more information on how to re upload your webspace.
If you choose to opt-out of migration to Greenby, but still require your domain then you must contact us immediately to arrange the transfer of it to another provider. If you don’t contact us then you will lose the domain when your email services close.
If you choose to opt-out of migration to Greenby, and you no longer require your Plusnet-registered domain, the domain will cease working on closure of your email service, there is no need to contact us in this scenario.
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.
If you are a Madasafish customer then you will not be able to update your website for up to 72 hours during migration.
If you use Internet Message Access Protocol (IMAP) to view email via a client, such as Microsoft Outlook, then you may need to re-sync your email or wait around 24 hours for your emails to be seen, once the migration to Greenby is complete. Configuring a new client, such as Thunderbird, will re-start the download process and then your emails will be instantly viewable in the new client.
What happens if I access my Plusnet email after migration?
It can take up to 24 hours 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.
Why do I need to create an account with Greenby?
Your email and domain services will be provided by Greenby moving forward. As a Greenby customer 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 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.
Where can I get help troubleshooting any issues?
Our Plusnet Community is great place for any support, get help with our email server connectivity issues guide.
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. This will be applicable for all current Plusnet Broadband customers whose email service is linked to an active Plusnet Broadband account. After two years you will be charged £15 a year. If you have any questions in the meantime please get in touch with Greenby.
If you're not a Plusnet Broadband customer, and don't have a broadband service linked to your Plusnet email address, you'll have a 30-day grace period to support the move to Greenby, thereafter you will be charged £15 a year.
If you have Plusnet Broadband and a 2007 domain as part of a special offer, then once you have migrated to Greenby your domain will remain free, however your email and webspace services will only be free for two years. After the two years you will be charged £15 a year.
If you have a Plusnet email address, host content for a domain using your Plusnet service and have Plusnet broadband then you will get two years free, then you will be charged £15 a year.
If you have a Plusnet email address, host content for a domain using your Plusnet service but you don’t have Plusnet broadband then you will get 30 days free, then you will be charged £15 a year.
If you use Hostopia, you will need to consider subscribing to one of Greenby’s other webspace products for an additional fee (depending on the product you choose). You will also be charged £15 a year, for your email and basic webspace after the grace period (if you don’t have broadband with Plusnet) or two years (if you do have Broadband with Plusnet).
If you don't want to move onto a Greenby product, then they will have a 60 window from migration to move their website to another provider.
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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