Greenby レビュー 

I was having problems with my emails. Their ChatBox was unable to help. Then Shehin took over. She was patient with me while we tried to solve the problem. Success was achieved, thank you Shehin.

It is very frustrating that you cannot speak to anyone over the phone. You have to contend with the usual insistence that you go to FAQs (already done) then automated responses from the chatbot to standard questions and links to pre-prepared answers. When the system finally accepts that you need to communicate with a human being as your problem is not standard, you have to do it via their support messaging system. I don't mind using live chat systems if you are having a written 'conversation ' with someone, but the person I was dealing with was obviously dealing with a lot of others at the same time, and you could wait hours for a response, even if you were just waiting for clarification of a small point.
However, whilst the system was frustrating, the human I dealt with (Shehin) was helpful and my problem was eventually solved, after several days of messages going back and forth.

Having to switch to EE from Plusnet, and then the email service migrated to Greenby. Couldn't receive or send emails so, after 24 hours frustration, contacted Greenby.
Greenby communicated promptly by email with clear, step by step instructions about altering the server settings. (We had no idea that was required.)
All quickly sorted by agent Shehin in a sympathetic, patient manner. Top customer service.

The only reason that my domain and email are with Greenby is because BT/Plusnet decided that they were not going to provide those services anymore.

I was informed by them that Greenby had expertise in provisioning these services. I have been transferred under the false proviso that they were a good company, and had the requisite expertise.

I have been a customer for a few days, and have experienced nothing but fundamental failures of their systems, they call something an AI bot, I also find this to be a false statement.

What we are actually talking about is a machine, there is nothing artificial about a machine, it is there in the form. Said machine is poorly programmed and certainly possesses no intelligence whatsoever.

During my short relationship with this company I can safely say that I have had more problems with them, than I ever had with BT/Plusnet, and I have been a customer with them since 2005.

So something positive ?????? Totally lost there, sorry.

This review is in relation to the transfer of Plusnet email accounts to Greenby.

I needed to contact Greenby as neither of my email accounts allowed me to reply to received emails or to send new ones.

I went to Greenby webmail and opened a ticket,looking for help. I had a quick reply from Shehin asking for more information, followed by detailed information of how to set up my Plusnet server settings. After using this information my Plusnet account is now fine. I also eventually found out that the Totalise account was not yet migrated, and a date when that would happen.
Shehin has given me all the help I needed, and I am happy that if I have further problems when my other account is migrated there will be more help.

What email service? I have no email service anymore. suddenly they just quietly turned-off my email service. No explanation of what they are doing or why, just suddenly no emails arrive or get out from my Thunderbird but no longer arrive on Greenby server, the same as no email sent to my address from other accounts arrive on Greenby's server. I sent three test emails from my emergency fall-back gmail account and they never arrived on Greenby's server either. I might add that this follows a very similar scenario to an earlier email blackout I experienced earlier in the year shortly after Plus-net started talking about this migration fiasco! I really am not looking forward to having to write to four thousand people to tell them I've had to change my email address. I'm pretty sure my new address will promptly get declared a spam address when I do try to send all those notifications out.

I'm torn by the rating I should give for Greenby. Firstly I would start by saying Shehin from support did an excellent job in resolving my issues. I was migrated from Greenby on 28th September from PlusNet and immediately, no mails to Outlook or Thunderbird. I have worked in IT for over 30 years and changed settings, reset passwords etc but kept getting authentication errors. I came to the conclusion it was a server side migration issue. Greenby do not publish telephone numbers for support. If you are lucky enough to be able to log into there system once migrated you can raise a ticket it will be dealt with, eventually! If you can't, you have no means of solving issues!!! From previous Trustpilot reviews I can only surmise that Greenby actually only have 2 technical staff working on support. They really need to resolve this if they are to get ratings up and avoid losing customers. I hope this review is taken as constructive feedback and acted upon.

I am unable to return emails on my android phone. Any email I send does not go, and I get a message on my phone saying attention is required. I have no idea how to answer the message having tried several options. Nobody it seems can help. Greenby are useless to deal with to get a solution. This all started when plusnet passed email stuff to Greenby, who do not deserve any stars.

At first I thought it would be a waste of time trying to work through the Greenby reporting process as it is not possible to speak to someone. However, I was pleasantly surprised by how well the process worked. After a few emails my problems were resolved and all my devices are now able to send emails.

Greenby are an absolute shambles, the absolute worst customer support I have ever come across.
I do IT support for a number of clients and Plusnet were always a very good company. Now that Greenby have taken over email is a nightmare. There is no phone number to speak to them you have to spend ages talking to a useless robot and then when you do eventually get a human on web chat they are just as useless and disappear before you have had a chance to reply to their so called resolution. I will be suggesting/insisting to all my clients with emails hosted by Greenby that they get alternate email addresses.

Prashant has been extremely helpful and had lots of patience to explain the issues I had with my emails. He took control of my screen and guided me step by step. Excellent customer service.

I've read several of the very negative reviews but have had none of the problems others have had since migrating to Plusnet - until I switched to Vodafone so that I could keep a landline, and then couldn't send emails from my new router. Explained my problem on the website, got an instant reply from a bot, which was surprisingly helpful, but still couldn't solve the problem. Then Shehin emailed me and was extremely helpful and patient in a series of emails, until we eventually solved it. Yes it's frustrating not being able to phone someone, but I can't fault the email support I received.

It was not easy to get to support, a phone number would be useful. However when I did get through I found Shehin very helpful in sorting out a technical problem.

Abhilash provided exceptional customer service. He was always quick to respond to my questions regarding a mail service that had gone offline and I had tried several times to fijnd the root cause. He solved my issues and my mail is back which was a big win. Thank you sovery much Abhilash.

I was transferred from Plusnet to Greenby and lost the ability to send email. The bot tells me to change the outgoing SMTP server - I had no advance notice from either PN or Greenby that his might need to be done. But in any case, changing it doesn't resolve the issue. The bot gave up and the humans have gone home, so after 2 days I need to wait for a support email. There doesn't appear to be a number to call.
The webmail seems to work, but is slow.

Like many loyal Plusnet customers who had their email service terminated, I was migrated over to Greenby a week, or so ago.

Having been sent a welcome email from them, everything seemed to move across very smoothly. However, after a day, I suddenly lost all of my email connectiona.

I contacted Greenby support and raised a ticket. There is an initial AI response, but I was soon contacted by the excellent Abhilash, who reassured me that this was just a temporary glitch, which it was.

Roll on a week or so, I decided to change my old Plusnet password as it was only six letters and very insecure. This sparked a series of events where I could not send any email, using my own domain name email address from Outlook or my mobile phone. Talk about stress? I spent many, many hours going around in ever-decreasing circles trying to recreate my account. I raised another ticket and the AI bot gave me settings which simply didn't work. Eventually, Abhilash came back on and made some adjustments to the server settings at his end also sent me a very detailed explanation of the issue and how to resolve it. Thankfully, after a highly stressful and exhausting day and night, I am back up and running and the thousands of saved Outlook emails and folders which I thought were gone forever are back.in their rightful place.

I am still not particularly pleased that Plusnet dumped me and the last week has been so stressful. However I do take great confidence from the knowledge that people like Abhilash are there to help. A sincere thank you. The five stars are for you.

Customer service online chat were excellent, particularly Shehin, when it came to reinstating my domain details which I had inadvertently deleted. All back up and running in next to no time.
Top marks 👍

5 Stars for Shehin, who patiently worked through the issue of my emails not downloading after the migration from Plusnet. However, I didn't appreciate half an hour exchanging messages with a dumb bot before it decided it couldn't cope and put me in a queue to converse with a human... 1 Star for the dumb bot. And then 1 Star also for the person/people who decided to employ so few staff that I spent over an hour waiting for the human agent. Thankyou again to Shehin... I'd been living off webmail for a week :)

Shehin was a great help sorting out a connection issue .

Greenby is really disappointing experience and our email keeps failing. This time we could not send outgoing emails. And getting info from the AI bot on the support helpline wasn't working. So we asked the bot to connect us to a 'real person' and Shehin gave us detailed info on setting up the relevant ports to use. So 1 star for Greenby and 5 stars for Shehin = 3 stars overall.