topic Re: Domain transfer and E-mail problems in Plusnet Feedback

Domain transfer and E-mail problems

DogSlow — Thu, 10 Feb 2011 12:25:17 GMT

Hi,
This is my first post on these forums, (fora for the pedantic :D), and I have only been with Plus Net for a few days. I was a satisfied Madasafish customer who found he was going over the 20 gig monthly limit and so rang to upgrade my account. I was told that Plus Net were the new owners and had the best deal on a 60 gig allowance package, I was further told that because it was all internal that the transfer would go without a hitch. Foolishly I believed them!
Madasafish were also hosting a domain name that I use for e-mail only, and I was quite insistent that I wanted this to be hosted as well.
The transfer seems to have gone fairly well, and my connection, whilst slower has been stable, however, my e-mail has vanished. I have raised a ticket with the Help Assistant (39683454), but the one thing it doesn't seem to do is help.
There is nothing appearing on either Webmail (PNet or Madasafish) or on Outlook which I use for retreiving my mail.
Has anyone else had similar problems and solved them? Or maybe you have an idea what I should do next?
Many thanks
John B

Re: Domain transfer and E-mail problems

DogSlow — Thu, 10 Feb 2011 12:56:57 GMT

Still holding on the phone to technical support, 27 minutes!

Re: Domain transfer and E-mail problems

Strat — Thu, 10 Feb 2011 13:02:37 GMT

...and the stats say
Residential Call statistics (updated at least every 3 minutes)

Current calls waiting	Longest call waiting now	     Average answer time today
36	                   11 minutes and 24 seconds	    3 minutes and 25 seconds

Maybe you are waiting to be transferred to a specific area that is busy.

Re: Domain transfer and E-mail problems

DogSlow — Thu, 10 Feb 2011 13:03:30 GMT

and now I've just been cut off!

Re: Domain transfer and E-mail problems

DogSlow — Thu, 10 Feb 2011 13:06:03 GMT

I'm calling again at 1.04. I'll let you know when I get cut off this time.
and yes i did know about your home phone service!

Re: Domain transfer and E-mail problems

Chris — Thu, 10 Feb 2011 13:08:53 GMT

That doesn't sound good, I'm happy to get one of my guys to call you if you prefer?

Re: Domain transfer and E-mail problems

adamwalker — Thu, 10 Feb 2011 13:12:31 GMT

DogSlow,
I'm just having a look into what's happened here, I'll give you a call shortly.

Re: Domain transfer and E-mail problems

DogSlow — Thu, 10 Feb 2011 13:29:49 GMT

Sorry Chris and Adam, i was away from the PC when James answered the phone (at 1.18pm for anyone interested) It seems as if my e-mail wont turn upp for 24 hours if at all.
I wait and see.
Just got off the phone with Adam, I hope all will be resolved.
Let's see.
John B

Re: Domain transfer and E-mail problems

adamwalker — Thu, 10 Feb 2011 14:28:08 GMT

Hi again John,
We hope that this get sorted quickly too, I'm sorry for the issues you've had with this. I'll check back with you in the morning.

Re: Domain transfer and E-mail problems

DogSlow — Fri, 11 Feb 2011 08:05:18 GMT

So, here I am again, 24 hours and a few minutes later, and have I got e-mail service I hear you cry? Have I heck....(Wow, the auto censorship on here is impressive! There's an awful lot of words I can't type in there!)
I suppose I'll have to brace myself for a few more fruitless hours on the phone listening to that annoying recorded message. (Unless Adam is at his desk already?)

Re: Domain transfer and E-mail problems

DogSlow — Fri, 11 Feb 2011 08:17:49 GMT

I'm throught the interminable menu, and waiting from 8.12am >:(. The stats claim to be updated every 3 minutes but are currently 40 minutes out of date.

Residential Call statistics (updated at least every 3 minutes)
Current calls waiting Longest call waiting now Average answer time today
6 2 minutes and 49 seconds 45 seconds
Last updated: February 11, 2011, 7:36 am
I wonder how long it will be in reality?

Re: Domain transfer and E-mail problems

DogSlow — Fri, 11 Feb 2011 08:25:19 GMT

At least 12 minutes....This is so boring.....

Re: Domain transfer and E-mail problems

DogSlow — Fri, 11 Feb 2011 08:30:32 GMT

No wonder the stats don't get updated, if I'd known it was going to be 15 minutes plus I wouldn't have started this

Re: Domain transfer and E-mail problems

DogSlow — Fri, 11 Feb 2011 08:33:19 GMT

831 and an answer!

Re: Domain transfer and E-mail problems

DogSlow — Fri, 11 Feb 2011 08:44:12 GMT

and the answer apparently is that the 24 hours I was told yesterday was incorrect, and it can take up to 48 hours!
I expect when I call tomorrow I'll be told that these things can take up to a week! All this because I wanted to upgrade my data allowance!

Re: Domain transfer and E-mail problems

adamwalker — Fri, 11 Feb 2011 09:15:57 GMT

Quote
(Unless Adam is at his desk already?)

Nope but I am now, I generally start at 9AM, bear with me and I'll look into this again as soon as I can.

Re: Domain transfer and E-mail problems

jelv — Fri, 11 Feb 2011 09:43:56 GMT

You are being fed a line I fear.
I suspect they are talking about the time for DNS updates to perpetrate around the internet which can take up to 48 hours - however the majority on DNS servers will pick up the changes far, far quicker than that - and the Plusnet servers usually within about an hour at most. So if you use Plusnet's DNS servers and you can't send yourself an email it means the changes haven't been done correctly (or at all). Can you see your domain here: https://portal.plus.net/my.html?action=domainv2&?membermenu=domainnames ?
If you can, check if the MX records have been added to the Plusnet authoritative servers like this:

C:\Users\John>nslookup -type=all yourdomain.co.uk ns1.plus.net
Server:  ns1.plus.net
Address:  212.159.11.150
yourdomain.co.uk
        primary name server = ns1.force9.net
        responsible mail addr = hostmaster.plus.net.uk
        serial  = 2011021114
        refresh = 14400 (4 hours)
        retry   = 1800 (30 mins)
        expire  = 604800 (7 days)
        default TTL = 86400 (1 day)
yourdomain.co.uk     nameserver = ns2.force9.net
yourdomain.co.uk     nameserver = ns1.force9.net
yourdomain.co.uk     MX preference = 10, mail exchanger = mx-ironport.core.plus.net
yourdomain.co.uk     MX preference = 20, mail exchanger = mx-ironport.last.plus.net
yourdomain.co.uk     internet address = 212.56.83.230
ns1.force9.net  internet address = 195.166.128.16
ns2.force9.net  internet address = 195.166.128.17
mx-ironport.core.plus.net       internet address = 84.92.1.97
mx-ironport.core.plus.net       internet address = 84.92.1.65
mx-ironport.last.plus.net       internet address = 84.92.1.97
mx-ironport.last.plus.net       internet address = 84.92.1.65

If it isn't pointing to the Plusnet mx servers the work hasn't been done or they have messed up and no amount of waiting will see it start to work.

Re: Domain transfer and E-mail problems

DogSlow — Fri, 11 Feb 2011 10:48:02 GMT

Hello Jelv,
Many thanks for taking an interest.
My domain name is shown on my Account details.
Your abilities with the command line far outstrip mine, I just about know how to find it, but I get something like
Server: ns1.plus.net
Address: 212.159.8.91
and I only get the top 3 lines of your example.

Apologies, but I can't figure out how to copy the Command Line screen.
The latest reply to my ticket has stated that no further action will be taken until Monday at 9am. To say I am unhappy would be a slight understatement. Wish me luck,
John B

Re: Domain transfer and E-mail problems

adamwalker — Fri, 11 Feb 2011 11:03:36 GMT

Quote
The latest reply to my ticket has stated that no further action will be taken until Monday at 9am

That's in relation to the billing, not the domain itself as far as I can see from your account. What's happening with e-mail at the moment? All MX records seem to be in order and its pointed at the right name servers now

Re: Domain transfer and E-mail problems

DogSlow — Fri, 11 Feb 2011 11:08:56 GMT

Hi Adam,
Sorry, in my irritation I read that as meaning until you get money, I get no help. I'll go back and check it all later, in the meantime I still have no mail, either using Outlook, or on Webmail, here at Squirrelmail or back at the Madasafish site. If I weren't already bald I'd be tearing my hair out!