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Very poor service from PlusNet Support

driveconsultant
Grafter
Posts: 164
Registered: ‎03-08-2007

Very poor service from PlusNet Support

On Sunday my mother-in-law transfered a domain into her PN account for hosting. Following this, no mails were getting through to the domain. Now - on Thursday, the mails are STILL not getting through. I have chased this on her behalf, both through My Questions and by phone, but there has been no fix.
This is an active domain which receives a number of important emails, it is not acceptable for emails to be delayed, or even worse lost after this amount of time.
Can someone from PlusNet please comment on why this is taking so long for someone to look at it? Call is 24674308.
7 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,682
Thanks: 665
Fixes: 166
Registered: ‎05-04-2007

Re: Very poor service from PlusNet Support

I've just raised a problem on this, basically it's not adding the domain to Postini correctly and therefore causing problems with email. I've added this to the current thread on Postini and Manage My Mail problems.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
driveconsultant
Grafter
Posts: 164
Registered: ‎03-08-2007

Re: Very poor service from PlusNet Support

Is it likely to be fixed? I could put the domain hosting where it previously was if there's not going to be a swift resolution. I don't want any emails to be lost?
driveconsultant
Grafter
Posts: 164
Registered: ‎03-08-2007

Re: Very poor service from PlusNet Support

I also don't understand why I need to "go public" on something like this to get a response to a fault in your official support mechanism.
Community Gaffer
Community Gaffer
Posts: 17,682
Thanks: 665
Fixes: 166
Registered: ‎05-04-2007

Re: Very poor service from PlusNet Support

I'll see if I can find out how long it should take to resolve. At the moment emails sent to the domain will be getting deferred for delivery at a later date so there shouldn't be anything lost.
Quote
I also don't understand why I need to "go public" on something like this to get a response to a fault in your official support mechanism.

TBH looking at the support ticket the agent that tried refreshing the mailbox component did exactly what I would have tried first of all. Once we found that hadn't worked then the more detailed investigation (what I've just done) would happen.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
driveconsultant
Grafter
Posts: 164
Registered: ‎03-08-2007

Re: Very poor service from PlusNet Support

Chris,
Yes the initial actions were done promptly, but the escalation actions are not happening quickly at all. How long does your mail system defer the emails? I know that most sendmail systems bounce mails after 4 days, but you don't use sendmail do you? And anyway we are almost up to 4 days now...
Community Gaffer
Community Gaffer
Posts: 17,682
Thanks: 665
Fixes: 166
Registered: ‎05-04-2007

Re: Very poor service from PlusNet Support

The time it's deferred for is defined by the sending server, not our servers that receive the message. We are looking at this today and hopefully should have it fixed by the EOD. However if you wish to move the hosting back to where it was previously until the problem is resolved I'd certainly understand that.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
itsme
Grafter
Posts: 5,924
Thanks: 1
Registered: ‎07-04-2007

Re: Very poor service from PlusNet Support

My email server only try to deliver mail for 3 hours before giving up and sending an email to the sender that mail was undelivered. It's then up to the sender to resend. Normally the MX backup will receive the emails if the main server is down, and most MX backups will hold the emails for 1 to 2 weeks.