Custoer Service contact

[#1]

Is there any way to contact a certain customer service person?

My email problems are still going on no emails for my personl domain since 3rd March.

After speaking with 6 different CS operatives one guy said he would take personal responsibility for it and ring me a 3pm today. At 4.40pm I walked out the room for 1 minute and missed his call. He left a message to say if I need anything else I can call him but I have no contact number for him and the chap I spoke said he doesn't know him and has no way of contacting him for me. 

[#2]

Is there not notes on your account from the last conversation ?

[#3]

@Mayfly Unfortunately, as CS is now for all BT Group company's - i.e. whereas a PN customer in the past would be connected with someone in the Sheffield (or Leeds, when it was in operation) call centre, now you could be talking to someone in (say) Newcastle.

This 'call me back if you need further help' is a fallacy - it just isn't possible, and is designed to frustrate the customer, in the hope they will give up.

[#4]

PhilipHeyes....Yes but this has been going on for weeks - it takes ages to read through it and I get asked the same questions every time and have to keep recounting what the problem is. I just want something done! 4 weeks without email because no-one will take responsibility for the problem is not on. 

I've with PN for 17yrs never had a problem but all I get is speak to Greenby and from Greenby speak to PN.

PN transfered my email account I hold them responsible for the problem.  

[#5]

Hi Jab1. I'm at the stage of throwing in the towel with PN even if I have pay the 6mth til the end of my contract. 

Can anyone tell me if I transfer my personal domain to another provider if it will sort out the problem or not? 

[#6]

I totally understand your frustration, @Mayfly . Although my transfer went without a hitch, that does not appear to be the norm, and when it goes pear-shaped, neither PN nor Greenby are prepared to take responsibility.

As I said, I had no problems,  but I have moved email providers in  an attempt to nullify any future issues -I have paid for 12 months of Greenby, just in case I haven't informed anyone of the switch, but come next March, it will be bye-bye.

[#7]

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@Mayfly wrote:

Hi Jab1. I'm at the stage of throwing in the towel with PN even if I have pay the 6mth til the end of my contract. 

Can anyone tell me if I transfer my personal domain to another provider if it will sort out the problem or not? 

---

It most probably will. Is this personal domain a Plusnet one, or is it with an independent provider? 

[#8]

Hi Jab - my email was created for me by a friend in 1999 it's the only one I have ever used other than a couple of throw away Hotmail ones. I was originally hosted with FNN then MAAF finally PN. So my mail box is routed throught numerous inboxes. I confess to not knowing any about how the dark side works so have no knowledge but I fail to see there isn't a solution somewhere. 

All my important stuff goes throught it - Holidays bookings, banks, all officialdom. It's a nightmare. 

I am disgusted with PN, No-one (as in paid employees) has come up with solution at all other than saying 'nothing has changed'. 

Whois tells me ....   ns1.force9.net hostmaster.plus.net

Can anyone tell me please how long it takes for host changes to show? 

[#9]

@Mayfly I appreciate, especially if your email setup was created by someone else, that you will have much idea about it. As I was with Tiscali back in those days, although I have learnt of the myriad of businesses that have been folded into PN (and now BT) over the 14ish years I've been around these parts, I have no idea  how they worked in the past.

I am disgusted with PN, No-one (as in paid employees) has come up with solution at all other than saying 'nothing has changed'. 

Whois tells me ....   ns1.force9.net hostmaster.plus.net

Can anyone tell me please how long it takes for host changes to show? 

Why do you think I emigrated 4.1/2 years ago? Because I had a good idea BT were going to do to PN what they now have, and I wanted no part of it.

[#10]

@Mayfly 

Hi Jab - my email was created for me by a friend in 1999 it's the only one I have ever used other than a couple of throw away Hotmail ones. I was originally hosted with FNN then MAAF finally PN. So my mail box is routed throught numerous inboxes. I confess to not knowing any about how the dark side works so have no knowledge but I fail to see there isn't a solution somewhere. 

From that, do I take it that mail to your personal domain is forwarded to your Plusnet email ?

As I understand it, your domain is hosted on a legacy (MAAF?) account. That account has not been migrated to Greenby (no accounts with hosted domains have yet), so that is why support are saying that nothing has changed. 

However, if your Plusnet account, that you are forwarding mail to, has been migrated then that may have some effect. The Greenby spam system seems to have a propensity for false positives. If your domain IS hosted on a MAAF account then it will not have SPF or DKIM and so the forwarded mail stands a good chance of being treated as spam. Disabling the SPAM detection in the Greenby portal may help. 

[#11]

6 weeks on and still no email. Greenby still state they have not migrated personal email domains yet. This is a nightmare. So far 27 Accounts have had log in details changed and that's only official ones. As soon as it sorted I'm off. Terrible Customer Service!

[#12]

Form what I've seen so far, your domain is still on MAAF which hasn't been touched.

I don't see your username in my PM's, so please PM your MAAF username. 

I will check this when I get your details, but it's also worth you checking that the mailbox isn't full. 

[#13]

I've done some further digging. 

I've found your accounts. The domain is on a MAAF branded vISP (but not MAAF itself). The mailbox has over 250Mb hence the problems you've experienced. Log into the correct account, I cant provide usernames here), and then delete some email and email will start coming through.

I can't see that email is forwarded to a different account. 

[#14]

PM'd you Tony

[#15]

I'm out of the office until Friday. Might be worth pinging one on the other guys (I don't have database access)