topic Re: Email address in Broadband & Landline

Email address

pluffy23 — Tue, 06 Jan 2026 19:44:53 GMT

I have just changed my broadband from Plusnet to ee on the understanding I could keep my Plusnet email address. I was told 3 times that this was no problem.

When my Plusnet account stopped so did my email address despite reassurance. I was told by Plusnet that I could cancel ee and go back to them but my email address would not be resurrected.

I have complained to ee but they say it's

Plusnet whilst Plusnet said ee know that it is not able to keep the email address. EE have now said nothing they can do. I actually feel that I was lied to by the ee rep just to get the commission. EE never again, when contract ends I am off.

Re: Email address

Chris_B — Tue, 06 Jan 2026 20:21:45 GMT

@pluffy23 Did you ask Plusnet if you could retain the email address? You closed the broadband account by changing to EE thus closing the email address you got with having that broadband account. Had you of asked Plusnet if you could keep using it then you might have been able too. EE has no control of what you got for having a Plusnet broadband account and what services get terminated once you change providers. Had you actually asked Plusnet if you could retain that email address then the answer is probably yes. But you need to make that request.

Re: Email address

pluffy23 — Tue, 06 Jan 2026 20:43:47 GMT

I was told by EE that it would be done by them, I then checked with Plusnet
and they said you lose the email when the contract ends. They also said if
I cancelled and went back to Plusnet I still wouldn't be allowed to have
that email as they now use a different company for email addresses.

All in all I was missing sold by EE.

Re: Email address

XRaySpeX — Tue, 06 Jan 2026 21:20:56 GMT

It's nowt to do with EE It is PN who decides about your PN email.

Other ex-PN users have been allowed to keep their PN email addys (see Email client problems since Free-online changed to Greenby ). It is now operated by Greenby using unchanged email addys & the same email servers.

Re: Email address

Edg026 — Thu, 26 Mar 2026 14:12:16 GMT

Have had similar situation, in that I switched to EE AFTER having it confirmed that email was fully migrated to Greenby.

Turns out that Greenby are still reliant on some aspects of PN admin support, so after migration was unable to send email from Outlook (but could from Greenby webmail, just not as convenient).

After a couple of rounds with the Greenby AI support bot, managed to get transferred to a "support agent".

I had given up on receiving anything else from Greenby, but to their credit I received the following settings suggestions from their agent (late in the evening bless them!) and this worked for me.

I asked for settings for Outlook classic

Thank you for your patience.

Please try to re-configure the email account using the details below:

Incoming (POP3)

Server: mail.plus.net

Port: 995
Encryption method: SSL/TLS

Username: full email address

Password: mailbox password

Outgoing (SMTP)

Server: mail.enmail.co

Port: 465

Username: full email address

Password: mailbox password
Encryption method: SSL/TLS

Hope this is of some use

Re: Email address

pluffy23 — Thu, 26 Mar 2026 15:20:30 GMT

Thanks for the info, unfortunately it wouldn't accept the details.
I think perhaps it has been too long.
I managed to notify most people of my new email, it took a while but I am
on track know.
Cheers for the help.

Re: Email address

Basillou — Sun, 03 May 2026 19:32:22 GMT

Thank you for sharing this! I've just switched from Plusnet to EE and have been unable to send emails from my plus.com address (which migrated fairly smoothly to Greenby late last year, but I had no idea they still relied on PN for outgoing mail), and have tried multiple suggested solutions found online in the past few hours, none of which worked. The solution you posted above has worked (I'm using Thunderbird rather than Outlook). Massive thanks!!