Yesterday morning when I fired up my pc and phone no email (from a Madasafish legacy address, actually @globalnet.co.uk mailbox). Manual upload/download didn't work, tried webmail no joy there. Contacted plusnet via chat some sort of refresh done and email started to come through albeit didn't seem usual flow. This morning again no email after 45 minutes on chat, clear the problem is still there - odd one or two emails have got through but still an issue e.g. test message by the chat agent hasn't arrived.
It seems something changed overnight Thursday/Friday as other reports elsewhere on the forum, which were moved to the webmail thread, suggest. Apart from one day last autumn I haven't experienced email delivery issues. The agent this morning has 'submitted it for mail ops investigation'.
'How are you going to tell me what has been found and done ?'
'we'll email you'!!! - 'unless you have fixed it that isn't much use is it'.
'We'll add it to the questions so you can see it there'
' ok that seems reasonable.'
The session ended at 05:15 EST (why EST?) and has still not appeared in questions some two and a half hours later. I also asked when there would be a response, up to 72 hours!! was the reply - that isn't satisfactory. That's the sla for personal customers and its been like that for at least 3 years was the reply.
Has anyone else had mail problems starting a couple of days ago?
Whilst individuals are polite and helpful as far they can be the PlusNet 'customer service' processes seems to be increasingly designed to prevent as many customers making contact as possible - long, long, call waits, tedious chat sessions that go on and on, no e-mail contact with support staff. Long intervals between attempts to resolve outstanding issues and little or no communication of work being done to resolve long standing ones. It is sad that the excellent customer service that Plusnet used to provide has all but disappeared.
