email forwarding from 123Reg/Host Europe
@user23 wrote:
Could Plusnet simply provide an official update, please?
Absolutely, here's the official update that we provided on the 20th March
@JW wrote:
Hi All.
There should be no need to make changes to your spam filtering. Forwarding, at least as far as we can see, looks to be working normally again after the issues encountered at the weekend.
I have one of my domains on 123-Reg that is set up to forward into a mailbox on my .plus.com email address and this is working as expected again. I've just double checked and sent a number of emails through the redirect and they have all been received.
If anyone is still seeing issues, and has a rejection message dated after midday on the 18th, then please get in touch via the usual methods so that someone can take a look.
Since that time there have been no further problems with this, customers still reporting issues have all, so far, been a different issue entirely.
It seems you acknowledge a problem and it may or may not have been resolved. Could you provide your customers with the following information...
Always happy to, wherever we can, we do not provide specific details usually though.
Has the fault been identified?
Yes
What, specifically, was/is the fault?
We never really go into specifics, but we'd rolled a change to fix another issue that customers were experiencing and it was related to that change.
How has/will it be corrected?
We reapplied the change, now the issue we were trying to fix is resolved and it's corrected this issue.
What's the estimated timescale?
It was fixed yesterday at lunchtime. (12pm)
We're not interested (I shouldn't imagine) in blame, we just want to know the above details so we know what action to take both now and in the future if it's likely to recur.
It's absolutely our fault by the looks of things, the problems unlikely to happen again but if it does there's not much that you can do.
If you're also having problems sending email out, then I'd ask that you raise that to our support team on your account. Detailing the addresses that you're sending from and what, if any, error message you're getting. Then the relevant people can look at that for you.
I'd suggest that you check the record you've created, it looks like 123-Reg have suggested that a hard fail rule be applied. The -all at the end means that any server enforcing spf will reject messages that don't come from one of your specified sources. This can break some mail forwarding systems.
If you're also having problems sending email out, then I'd ask that you raise that to our support team on your account.
Can you please explain how I raise that to the support team ? As I explained above, the Question was closed without reference to me and trying to find a method of raising a new ticket in the thicket Plusnet has built to hide the old "raise a ticket" facility is frankly beyond me.
Furthermore, this is completely at odds with previous advice from Plusnet support staff on this Forum which says you have special "bots" which trawl this forum, chats, telephone calls and social media to consolidate any issues.
OllieC 06-01-2019 10:44 AM
We have a system which pulls the messages and posts into one place. However, it puts these into chronological order and new responses from the same customer are placed at the back of their contact queue.
If we only had one channel I believe this would cause a lot of dissatisfaction as not everyone uses the same forms of social media. I myself don't use twitter but I do use Facebook. We have some customers who use all platforms but posting the same question across platforms such as community, Facebook and also Twitter at the same time or staggered slows down the response times as we have to deal with each one individually. It also raises the chances of important information which we may require to assist on specific matters coming through spread across these platforms, resulting in us taking a longer time to collate and digest these. I understand that this gives credence to you point about a singular contact method - however as I have mentioned above, this is something which ultimately would cause more problems than it solved.
If a customer or potential customer is in need of help or has a query, one single contact on a platform of their choice would result in a quicker response if the username is provided off the bat via PM (Facebook) , DM (Twitter) or a post/thread on community (community we can get the username from the profile page). Secondary replies are often required if the username is not initially provided, however, this is taken into account as we understand sometimes people forget/don't know to provide their username.
So please help me understand, because clearly the left hand at Plusnet does not know what the right hand is doing ! One minute you tell us not raise tickets but to use Facebook and Twitter and this Forum, the next minute you are asking me to raise it with the Support Team, which I have already done via this Forum supposedly !.. I don't do Twitter; I don't do Facebook, I don't do social media of any sort and Tickets are unavailable. All that leaves is this Forum.
I am doing what Ollie C asks, namely :
"If a customer is in need of help or has a query, one single contact on post/thread on community would result in a quicker response"
Ollie C says that we should not use more than one platform, and the last thing in the world I would want to do is to dis-regard his advice. But I have already raised this on this platform, and naturally I would not wish to inconvenience Plusnet by using another platform for this. Please therefore can you explain in words of one syllable to me, who is obviously an idiot, how I "raise it with the Support Team" ?
Thank you.
"Diagnostic-Code: smtp; 550 " - The error I and many others are complaining about. It's not 123 reg to blame, it's plusnet.
What are we the customer supposed to do about this? I can't see a support ticket system any more so all we can do is comlain on this forum, people have been doing this for months, and nothing seems to improve which is getting frustrating I'm sure for the people involved 
In fact was the first time this was raised not over a year ago. Another thread started on this is from 2017.
An unreliable email system is in many ways worse than having NO email, you've absolutely no idea how many emails to you are being bounced due to a known issue. That's the really frustrating part.
Is there no way their end they can just disable the "email domain appears valid" check that looks to clearly be randomly failing for both sending and receiving email??? Maybe make this a setting for people who have domains?
Thank you for opening another ticket. I have raised this on the ticket but I have been asked for details of headers of failed emails.
My Outlook properties do not show any headers for sent mails, only for received mails. And of course without having second sight, I cannot obtain copies of headers which have not been received by addressees !
So what do I do next ? Again today, I have been told that emails I sent last night have not been received, so the problem has definitely not gone away.
