Greenby Anmeldelser 171

If anyone wants to complain about this fiasco; Consumer Rights Act 2015 says that services must be provided with reasonable care and skill. Write to the CEO:
Mr Elliot Pearse
Enix Ltd t/a Greenby
4500 Parkway
Solent Business Park
Whiteley
Fareham
PO15 7AZ
Consumer template letters to complain about the poor standard of a service /problems with services can be found on the citizens advice website.

I was ported across to greenby from plusnet , when plusnet stopped supporting an email service. Greenby charge £15 per year for their email service…AND I DO. NOT WANT IT… I have been trying to cancel it since 11th February, and there has been 6 emails between us since then…it is still not cancelled.
Dreadful customer service. No telephone number, emails ignored or “closed”, DO NOT HAVE ANYTHING TO DO WITH THEM.

One star given as no stars are not an option. kept loosing email . tried to fix the problems but as Greenby only uses robots for customer support none of the fixes worked. They dont even have a phone number for customer support.
Eventually I gave up and closed the account completely.
I use my gmail for emails from here on until I jump ship
very soon. If you are reading this and you work for plusnet or Greenby i suggest you start looking for a new job as I cant see them being around for long.

Absolutely terrible.
Had my PlusNet email for over 15 years. A few small hiccups but nothing as bad as Greenby.
What a monumentous mistake and now we have to pay £15 a year to keep our main email addressess for lower standards and problems.

I would give it zero if I could. I shall be leaving plusnet when my contract up for renewal. Greenby is shit.

Same here, informed by Plusnet only by a chance phone call to them that they were moving out of the email service and then migrated my email to Greenby. What a mess, nearly 2 weeks now and I still have no access to my plus.com email domain. Get the normal 'stock' reply that they have raised it with their "senior team" - I dont think so!!!

I am starting to blame Plusnet for this mess, and I have been with them for nearly 10 years, but will probably look around when my contract ends.

Dreadful service and product. They struggled to migrate me from Plusnet, lost whole folders of important mail.
Multiple issues now:
I can't send from my email client.
I can't send from their webmail interface, messages refer to the Gmail system blocking them as unsolicited mail (spam) with"send mail to postmaster", WHO? WHERE? HOW?
I can't login to their dashboard, it doesn't recognise me as a customer. It doesn't send the 6-digit code that I need to log in.
Their system doesn't recognise me as an ex-Plusnet customer.
I entered a fault report weeks ago for this, it still gives no reply, just three dots from the AI interface.
Support just sends me back to log in.
It's a farce.
I'm going to another email as soon as I can get all my mails moved. Trouble is, after 31 years online, I have nearly 300 accounts, some defunct, many rely on a Plusnet email address.

Greenby is shockingly bad. I have just spent a week trying various settings that they have recommended in order for my emails to appear in my browser’s inbox without success.
Some of these settings contradict previous suggestions and nothing has worked! I could not send an email either.
I finally got “send” working in my browser, but not receive. I have to go into Greenby’s webmail to see my existing and new emails - and the email I just sent to me as a test!
Greenby’s webmail is incredibly slow and all new emails are diabolically slow to open. If you take too long typing a reply to an email the SMTP server errors or fails to send if the server is busy.
The support team issues tickets, but you cannot reply to their emails and have to logon. Then you get the idiot AI, and despite having a ticket number, you have to explain everything all over again, every damned time you respond. It’s frustrating!
I got a webmail from support requesting screen shots of my browser settings. Despite my sending them as a reply, it bounced back 24 hours later saying undeliverable. What was the point of the request?

Plusnet need to take responsibility for this huge error in judgement. No support offered and happy to drop loyal customers into the chaos that is Greenby. 100’s of spam emails a day, with solution to move to junk then bin/delete, but also includes recognised emails that should ideally be placed in inbox. Continued flood of spam also into inbox.

That's actually a MINUS 1 star for avoidance of doubt.
They've lost 5 years of emails & cleared my Inbox & show no remorse or any inclination to get them back. Can't talk to anyone, refuse to ring me, keep stalling & repeatedly asking the same questions & doing nothing. They even asked for my username & password - as if!!!
5 weeks after the "successful" migration I'm in a worse state than when it first failed to migrate. At least I still had the active emails in my Inbox that I was working on. On 13th March they cleared those out too.
Work deadlines missed, personal & sensitive content lost, anxiety levels through the roof. They're seriously deluded if they think this is a success. Not from where I'm standing. Can't imagine what failure looks like in Greenby-land. Oh & they say slots for phone calls are limited due to demand! Obviously I'm not their only "successful" migration. Virtually everything now ends up in Spam & inundated with junk & phishing emails. Does any one know how we can find out who regulates these cowboys? Never had any issues with Plusnet & customer service was always very good, but like others I'll be dumping them when my BB contract ends. This will hurt them as much as it's hurt us.
Just had a response to my complaint:

"Declan P
Staff - 27/03/2026 1:35 PM

Hey ,

Thank you for contacting us.

We have reviewed your recent complaint submission along with your existing support ticket with Greenby.

After a thorough review, we can confirm that your case does not indicate any breach of our Terms of Service. As such, a formal complaint is not warranted in this instance.

For any further assistance or clarification regarding your concern, please revert directly to your existing Greenby support ticket. Our support team will be happy to continue assisting you there and ensure your query is handled appropriately.

To help us provide the most efficient service possible, we kindly ask that the complaints email address be reserved strictly for matters involving suspected breaches of our Terms of Service.

We appreciate your understanding and cooperation.

Kind regards,

Declan"

Dreadful. I am deleting hundreds of spam emails every day, whilst genuine emails end up in the spam. I would give it zero stars, if I could. Just shocking.

Shockingly bad. Problem after problem after problem. Currently not receiving any emails, even on their own online webmail. Its simply not putting emails into my account. Was on online help page most of yesterday afternoon trying to get them to do something but they said everything is working, despite me providing several delivery error messages to them after they requested them. Despite several more messages to them on their help paged today, nobody has responded since 02.50 this morning. They are truly the worst provider of an online service. Thanks Plusnet for dumping me on this garbage pile.

Clearly, Plusnet an otherwise sound company did not carry out due diligence on their move of their email services to Greenby. In my case, I was aware of the transfer but not informed when it would happen until matters started to go wrong and I could not send messages. I was informed that my migration to Greenby had started and i would be advised when completed, i was not. I searched everywhere for a phone number for Greenby and failed. I complained to Plusnet and they advised that I would receive a call from Greenby with advice. The call did not take place at the time arranged but did occur some hours later when it was not convenient for me to deal with it. A further call was arranged and again this did happen but several hours after the pre-arranged time for which I did not receive an apology. The representative was clearly based at home in Asia somewhere as I could hear children screaming and a wife giving instructions in the background. The operator needed to set my server settings but did not have a clue what to do, /I think that he was checking on Google or Youtube for advice. The call lasted nearly 3 hours so together with my waiting time my day was lost. The matter was unresolved so a further complaint was made to Plusnet and a second call from Greenby arranged. Again I had to wait 2.5 hours for the call and spoke to another operator in Asia who did have more information, knowledge and confidence to resolve my issues. This took 1.5 hours where as in the past Plusnet would have resolved in minutes. I have told Plusnet exactly what I think but their decision has been made and they have sold their loyal customers, in my case over 20 years, down the river. AVOID Greenby!

Shockingly Atrocious! I have NOT been able to access any emails from PLUSNET or Greenby for 2 weeks and ongoing …..
PLUSNET are of NO help at all. Contact Greenby only I CANNOT contact Greenby as all I get is CANNOT ACCESS SERVER …..all the time
I desperately need my emails,like everyone else but I have NO way of receiving them.
Please HELP

After my first review, I raised 2 support tickets, both acknowledged, neither actioned - no further contact. I cancelled my Greenby account and am still dusgusted that Plusnet could have done this to me and many others.

I was migrated from Plusnet to Greenby and had no choice. We have experienced multiple failures of our emails with no explanation. The support is bot based and quite frankly rubbish. Our issue was across pc, iOS and browser driven webmail. When a support bot asks you confirm your server setiings for web mail, you now something is terribly wrong. There appears to be no option to speak to a person. We solved our issues by closing the account and going elsewhere. Shame on Plusnet for ditching us to a completely useless email service.

Changed broadband provider last week ever since when outgoing emails cannot be sent. Spent all day sending messages back and forth and despite repeated requests for a technical expert to phone me (as the Greenby website invites the user to do) no-one did. They ignored repeated requests to clarify what happens to emails in my Webmail on Greenby website if I chose to forward emails to another email address for which I use a different (working) server to send and receive. And they kept asking me to change the settings on my email accounts repeatedly, despite me telling them repeatedly that I was unable to do so because all I got was an error message saying my email address/password could not be verified. In short, they ignore what you tell them and seem to be guessing at solutions. So, with reluctance, I'm now left with no option but to change email address and server on every single account I have, and, when I'm happy I've done so, say goodbye to Greenby.

One issue after another with these clowns. Plusnet have done the dirty with this one. I will be finding an alternative asap.

Been with ic24 since 1997, and all the other companies that it has been since. A real shame to see that loyalty end. Totally shocking service, not even worth one star. Emails are banned to Microsoft servers, tickets are not read. And they want us to pay for this shambles!

Avoid.

Appalling. If I could give zero I would. I’ve been unable to use my email address since being migrated from plus net. I cannot reply to emails. The chatbot repeatedly gives me the same (useless) information over and over again. The “person” on line when I request to communicate to somebody is equally useless. I’m now unable to log into my Web mail account completely (having been able to previously) but of course there’s no one to request assistance of and no one to complain to. Avoid this company like the plague.