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Problems changing to a new account name - Beware

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Problems changing to a new account name - Beware

Yesterday PlusNet moved our domains from our old PlusNet account to a new one. I had expected as this is only a PlusNet internal change it would be seamless. Oh no.

The website moved after about 6 hours, but this seemed to be fairly clean. Email has been a total disaster.

The post by CSC suggested the rerouting of domain addressed email would happen immediately. After an hour I spoke with CSC, who said it could take up to 4 hours. We then started to get mail arriving in the new accounts, so informed all our users to do a last time download from the old mailboxes, and move to the new ones. We then realised that some mail was going to the new account, but most was going to the old account. This is a nightmare, getting users to move their account settings is one thing, but getting them to reconfigure to check two mailboxes is not simple.

CSC have performed various operations on the mailboxes without success. As of 11am today, they had identified 'duplicate mail' records in their system. We still have no resolution, so mail sent to our domain is arriving seemingly randomly in either the old or new mailboxes.

If you are also going to go through this process, be warned about the possible problems.
5 REPLIES
Beran
Grafter
Posts: 63
Registered: 31-07-2007

Problems changing to a new account name - Beware

3pm Update. Just spoke with CSC who agreed nothing had happened since 11am.

This is a problem caused by PlusNet themselves, but seemingly they do not have the will or resource to resolve what they have done in an acceptable timeframe.
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: 05-04-2007

Problems changing to a new account name - Beware

Hi there,

This should now be sorted for you, please accept our apologies for the inconvenience caused.
Beran
Grafter
Posts: 63
Registered: 31-07-2007

Problems changing to a new account name - Beware

Agreed, it was finally resolved about 4pm, so the total transfer took around 24 hours.
Beran
Grafter
Posts: 63
Registered: 31-07-2007

Problems changing to a new account name - Beware

Just when it seemed to have moved correctly, PlusNet manange to make another huge mistake. The request for moving the account specifically said the account should be left as a PAYG account after the move was complete.

Today PlusNet deleted all the mailboxes, and closed the account. Due to holidays, we were still working through the old mailboxes, to ensure no important business mail was lost. We have today asked PlusNet to restore the account, and all the mail of ours which they deleted despite our specific instructions.

James Bailey, if you read this, please bother to take the time to read the contents of a ticket before taking such drastic action.!
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: 05-04-2007

Problems changing to a new account name - Beware

Hi there,

Please accept our apologies for the inconvenience caused here.

We've passed this on to the networks team to try and get this sorted for you ASAP.