topic Re: Compensation from Plusnet for email outage?! in Email

Compensation from Plusnet for email outage?!

jjlothin — Wed, 10 Nov 2021 15:00:26 GMT

Anyone know if there's anything in the Plusnet small print whereby we can claim for this current outage, ongoing for several hours now?

They're obviously not spending anything on customer services - the service status page hasn't had an update for 5 hours, despite repeated promises, subsequently reneged on - so they might as well give some money back to their customers!

Re: Compensation from Plusnet for email outage?!

pfgpowell287 — Wed, 10 Nov 2021 15:06:27 GMT

Plus Net certainly can't be blamed for the outage itself, but they can be blamed for not keeping the customer informed. I am just an individual and not being able to receive Plusnet emails is no skin of my nose. But what about those poor saps with a small business who have a Plusnet account and might well be losing out on business.

I agree customer service has gone downhill, but I blame that on the overall owner BT. Before BT bought out Plusnet it was a gem of an ISP and service. Now, it's just like all the others.

Re: Compensation from Plusnet for email outage?!

Baldrick1 — Wed, 10 Nov 2021 15:12:31 GMT

@pfgpowell287 wrote:

Plus Net certainly can't be blamed for the outage itself, but they can be blamed for not keeping the customer informed.

What do you want, a message along the lines "it's broke and we're working our cobs off trying to fix it" repeating every hour?

Re: Compensation from Plusnet for email outage?!

Surfer — Wed, 10 Nov 2021 15:18:56 GMT

How about cancelling your contract as Plus net are not keeping to the T&Cs of the contract by not being able to supply the services requested and paid for under the Consumer Rights Act 2015?

Re: Compensation from Plusnet for email outage?!

Batphone — Wed, 10 Nov 2021 15:39:41 GMT

There's a message just gone up 5 mins ago on their Service Information thread:

We've identified what the problem is and are now completing work to fix this as quickly as possible. Some of this work will need to be completed overnight, to avoid any additional disruption, and we expect affected customers to be able to access their Plusnet email account by tomorrow morning.

So looks like we will have to wait until tomorrow. I am surprised it took that long to post an "we have identified the problem" update though.

Re: Compensation from Plusnet for email outage?!

Rik13 — Wed, 10 Nov 2021 15:41:13 GMT

I wouldn't use an email account for business that was tied to the ISP which you could lose access to if you change to a different one , also the +net one doesn't use a secure connection to email clients either as far as I know ?

Re: Compensation from Plusnet for email outage?!

jab1 — Wed, 10 Nov 2021 15:45:25 GMT

@Surfer wrote:

How about cancelling your contract as Plus net are not keeping to the T&Cs of the contract by not being able to supply the services requested and paid for under the Consumer Rights Act 2015?

If the cause of such a failure is plant/infrastructure/w.h.y, then that approach will not be applicable.

Re: Compensation from Plusnet for email outage?!

Batphone — Wed, 10 Nov 2021 15:49:05 GMT

AFAIK unlike a lot of ISP's these days, they still don't use a secure connection. However, security for organisational infrastructures costs serious money, which maybe has a bearing.

Re: Compensation from Plusnet for email outage?!

jab1 — Wed, 10 Nov 2021 15:51:08 GMT

@Rik13 / @Batphone Plusnet do offer secure email connection - check the current email setup instructions.

Re: Compensation from Plusnet for email outage?!

Batphone — Wed, 10 Nov 2021 16:09:49 GMT

That's interesting because I set mine up about a month ago when migrated to a new PC. Port 993 did not work. I had to use 143 without security for IMAP. For outgoing e-mail I was able to connect to the "secure port", 587, but the connection still required me to set connection security to 'None' and authentication method to 'Password transmitted insecurely' otherwise it wouldn't authenticate and connect.

BTW, the router configuration does allow the necessary ports to be communicated with.

Once the service is back up I will try those settings again.

Re: Compensation from Plusnet for email outage?!

Surfer — Wed, 10 Nov 2021 16:46:58 GMT

I am sorry jab1 but I suspect that you are incorrect regarding CRA 2015. In the link can you point to where it states that CRA 2015 is not applicable in these circumstances? Thanks.

Re: Compensation from Plusnet for email outage?!

jab1 — Wed, 10 Nov 2021 16:51:23 GMT

@Surfer OK - as you have obviously read and understood it all, just to save me wading through tons of crud - point me in the direction of the section you are relying on.

Re: Compensation from Plusnet for email outage?!

Surfer — Wed, 10 Nov 2021 16:53:33 GMT

There is no section to rely on as it does not exist. Simples!

Re: Compensation from Plusnet for email outage?!

jab1 — Wed, 10 Nov 2021 16:55:08 GMT

So how does it apply? Genuine question.

Re: Compensation from Plusnet for email outage?!

briston — Wed, 10 Nov 2021 16:56:23 GMT

@Rik13 that's the reason for having your own domain name. Then you can use whatever get isp you want, move when you want and not lose your email. Oh and use an email client, not webmail.

Re: Compensation from Plusnet for email outage?!

jab1 — Wed, 10 Nov 2021 16:58:58 GMT

@briston You can use an email client with PN - I did for the 9+ years I was with them , and still do.

Re: Compensation from Plusnet for email outage?!

briston — Wed, 10 Nov 2021 17:00:20 GMT

@Batphone strange. I'm set up on port 993 incoming and 465 outgoing with security set.

Re: Compensation from Plusnet for email outage?!

briston — Wed, 10 Nov 2021 17:02:10 GMT

@jab1Maybe something has been lost in the translation. I do use an email client and my own domain name. Apologies if I have misled someone

Re: Compensation from Plusnet for email outage?!

jab1 — Wed, 10 Nov 2021 17:04:32 GMT

Sorry, @briston . Re-reading, I see you were recommending the use of a proper client over webmail - apologies.

Re: Compensation from Plusnet for email outage?!

briston — Wed, 10 Nov 2021 17:05:44 GMT

@jab1 np